Service Manager at Avanti West Coast (2014-04 – Present)
Lead the delivery of complex frontline customer operations, coordinating people, resources, service standards and safety requirements while responding to changing priorities, disruption and incidents in real time.
- Created a supportive culture in which colleagues were trusted to think independently, take ownership and work within clear standards. Adapted coaching to individual needs, supporting both new starters who lacked confidence and experienced colleagues who were hesitant to change established ways of working.
- Broke complex responsibilities into manageable steps, worked alongside colleagues in live operations and used practical feedback to build capability, adaptability and confidence across a wider range of duties. Addressed day-to-day performance, conduct and welfare concerns fairly, escalating formal matters where appropriate.
- Directed daily service delivery by assessing staffing, matching responsibilities to individual strengths, identifying risks and setting clear priorities. Maintained a continuous overview of the operation and reallocated people and resources to protect deadlines, customer commitments, safety and colleague wellbeing.
- Planned ahead for service demand, stock and resource requirements, coordinating contingency arrangements when supplies, equipment or staffing were unavailable. Ensured decisions were communicated clearly to affected teams so that subsequent services and colleagues were not left with unresolved problems.
- Identified recurring operational patterns, invited colleague input and constructively challenged processes that no longer supported effective delivery. Implemented practical improvements that reduced recyclable waste by 20% and food waste costs by 80% while maintaining service standards.
- Used customer feedback, frontline insight and performance information to target improvements in team behaviour and service consistency, helping increase customer satisfaction from approximately 65% to 85%, significantly above the company average.
- Coordinated internal teams, operational managers, suppliers, contractors and external agencies to resolve issues, maintain continuity and respond to rapidly changing priorities. Adapted communication to the audience, from clear team briefings to supplier negotiation and escalation with specialist operational partners.
- Kept stakeholders informed during disruption and ensured decisions affecting staffing, resources and customers were understood across teams, reducing avoidable confusion and enabling a coordinated response.
- Built a customer-focused culture by coaching colleagues to understand the customer's overall need rather than simply answer the immediate question. Encouraged clear communication, reassurance and practical next steps so customers could proceed with confidence.
- Acted as the principal escalation point for complex complaints, challenging behaviour and vulnerable customers, balancing empathy, fairness, commercial considerations and organisational policy. Authorised proportionate resolutions and involved specialist support where risk or safety required escalation.
- Exercised delegated authority over staffing, service levels, customer resolutions and incident response. Assessed available evidence, considered competing risks and made proportionate decisions to protect people, maintain service continuity and uphold regulatory and organisational standards.
- Took decisive action where safety or wellbeing was at risk, including suspending unsafe service activity, protecting colleagues from threatening situations and coordinating with emergency or enforcement partners. Produced accurate incident and operational reports to support management review, compliance and follow-up.
Interpreter at Language Empire (2024-01 – Present)
- Provide professional Spanish-English interpretation across healthcare, legal and public-sector settings, enabling accurate communication in confidential and emotionally sensitive situations.
- Build trust between professionals and service users through impartiality, cultural awareness, precise communication and strict adherence to confidentiality and professional standards.
Customer Service Assistant at Virgin Trains (2009-10 – 2014-04)
Delivered high-quality frontline service, exceeded retail and revenue targets and developed the commercial, operational and people skills that led to promotion into management.
Multilingual Customer Service Agent at TravelJigsaw (2009-04 – 2009-10)
Managed international customer bookings and urgent changes, coordinating overseas suppliers and negotiating practical solutions within demanding service-level and commercial requirements.
Cabin Crew at easyJet & Excel Airways (2006-03 – 2008-12)
Delivered safety-critical customer service in international aviation, developing resilience, teamwork, cultural awareness and calm decision-making in high-pressure situations.
