BISHNU SUWAL
Dubai,United Arab Emirates
Summary
NVQ Certified Tram Driver and Assessor with a background in customer service and inventory management. Ensures passenger safety and comfort through meticulous tram operation and clear communication. Maintains a calm and efficient approach in emergency situations, consistently achieving positive outcomes.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Tram Driver/ Assessor
Dubai Tram/ Keolis MHI Rail Management / Serco
Dubai
10.2017 - Current
- Maintained meticulous focus and situational awareness of conditions on tram networks to ensure smooth tram operation and minimize errors
- Maintained focus on tram network conditions to ensure smooth operation and minimize errors.
- Reported faults and potential obstructions to Operations Control Centre to prevent delays.
- Made clear announcements to passengers regarding delays and route changes.
- Monitored speed and signals to guarantee safe travel for all passengers.
- Assisted in test runs and shunting operations within the depot area when required.
- Observed signals, Pedestrians, track conditions, nearby traffic and speed limitations to maintain passenger safety
- Reported any faults/ ios/ Signal Delays/ possible obstructions to OCC immediately to minimize delays
- Made clear, concise passenger announcements providing detailed updates of delays and route changes for safe operations
- Monitored tram speed and signals to ensure safe travel
- Exchanged information and updates with other driver when relieved at terminal station
- Maintained responsible, professional driving at all times for safe, secure passenger pick up and set down.
- Driving trams taking particular account of all permissible, temporary and emergency speed restrictions
- Technical problem-solving onboard tram and reporting immediately
- Carried out shunting operations of tram inside depot area including maintenance sheds & stabling roads
- Assisted in test runs when requested by maintainer and during engineering hours
- Mainline swept prior to revenue service or after maintenance activities or after any incident/ accident
- Handled emergency/ degraded situations calmly and effectively using crowd control technique
- Complied fully with procedures and work instructions as part of training and induction courses for tram drivers
- Performed and carried out other duties as instructed by Operations Supervisor and/ or member of senior management team of DTAS
- Awareness of Integrated Management System and the content of Health, Safety, Quality & Environment and Information Security Policy Statements
- Understanding of personal responsibilities and contribution to achieving compliance with the Integrated Management System requirements
- Promoted a good HSQE and Information Security culture among the peers, subcontractors and third parties etc.
- Understanding of personal responsibilities and contribution to achieving compliance with Integrated Management System requirements.
Customer Service Agent
Dubai Tram/ RTA/ Serco Dubai Branch
Dubai
06.2017 - 09.2017
- Meet and greet customers and provide a highly visible and proactive level of customer service.
- Provide information on ticket sales, tram services information and respond to passenger enquiries.
- Monitor and maintain station operational status and to ensure the safety and comfort of passenger movement within the tram and station premises.
- Move around the System (DTAS) dealing with queries and incidents as required. Provide mobile response to incidents.
- Carry out controlled/uncontrolled/emergency evacuation of passengers. Assist and mitigate overcrowding on platforms to ensure that passengers flows are managed in an orderly manner.
- Distribute publicity materials (as and when required) and handle lost property.
- Comply fully with procedures and instructions as part of the certified training and instructions.
- Enforce safety procedures and instructions and carry out necessary procedures to ensure the safety of members of the public and employees of the tram system.
- Enforce revenue protection procedures and associated by-laws.
- Perform and carry out other duties as instructed / directed by the Operations Supervisor and/or senior management team from DTAS Operations department.
- Use safety equipment (including PPE) as required and intended; observe that this is also enforced among subcontractors and third parties working in Keolis-MHI’s controlled premises/systems.
- Promote a good SAE and Information Security culture among their peers, subcontractors and third parties.
- Ensure compliance with the Keolis-MHI Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards.
- Ensure compliance with all training requirements of Keolis-MHI and always adhere to these requirements while in employment, etc.
- Report any accidents, incidents, breaches or potential breaches to OCC/ Opsup or appropriate management
Senior After Sale Representative
Emax Electronics LLC.
Dubai
08.2013 - 08.2016
- Solved and investigated customers' escalated complaints passed by After Sales junior Staff
- Communicated politely with customers by email/ telephone or face to face
- Issued compensations or approved exchange/ refund to customers, maintained accurate and timely records of correspondence or discussions with customers
- Maintained customer satisfaction by reducing complaints, minimize service delays
- Trained new staff to deliver excellent customer service
- Analyzed data or statistics to identify customer service level, organization is providing
- Made service receipt in Citrix, Communicating with service centers for collection of defective items for repair/ replacement/ purchase returns
- Kept records of customer products sent for repairs as well as repair of store defective or display defective items, Received serviced items/replacements from service centers/ suppliers
- Monitored Supplier Returns, Supplier Deliveries, Store Deliveries: Emax Own Deliveries and Installation scheduled by Supplier or by Smart Care Department of Emax
- Maintained data and generating various reports and submitted to Department Supervisor or Store Manager
- Handled Aftersales department emails and co-ordinated with corporate office, etc.
Senior Customer Care Executive
Sharaf DG LLC
Dubai
01.2012 - 07.2013
- Answering queries from customers and provide excellent customer service
- Handling customer complaints/ warranty issues/ after sales services etc, Making necessary documents for exchange and return/ refund following company's 7 days policy
- Handling cash register machine for issuing cash refund or credit note to customers
- Creating job card in ERP, keeping records of customer products sent for repair as well as repair of store defective items
- Coordinate with suppliers for getting product repaired or replaced in the least possible time
- Supplier/DHL/DG Help/ Logistics department for executing job in time
Brand Promise Officer/ Sales Executive
Sharaf DG LLC
Dubai
08.2009 - 12.2011
- To find out customer need and make that particular item available within 24 hours deadline time if any consumer electronics item is not available in the store as per Sharaf DG Brand Promise Scheme- " Product not available- claim it free"
- Suggest other substitute items/models with same features and price if any particular product/ model is not available in store
- Assist customers in their purchase decisions by offering expert advice in compliance with quality and customer service standard
- Perform inventory control on a regular basis as per company guidelines in order to ensure accurate stock keeping, and inform the manager of unavailable and ageing stocks
- Maintaining of stock movement, Receiving and storing the delivery of required number of stock
- Making order and sending email to buyer for the stock requirements etc.
Senior Customer Service Assistant/ Inventory Staff
EMARAT- Emirates General Petroleum Corporation
Dubai
10.2005 - 08.2009
- Providing excellent customer service to all customers visiting Emarat c- store & Gas Station
- Informing customer about available products and services, launch of new products, ongoing store promotions and special offers
- Handling Cash Register ( Ruby Verifone Super System)
- Dealing with all sorts of Credit/ Debit/ Smart Cards and Foreign Currencies
- Merchandising with FIFO method, proper pricing and arranging
- Conducting Stock take (Inventory Count) for finding out if any stock variance arises as per physical stock and inventory records
- To check expiry item and proper storage of it
- Data entry for daily purchase from suppliers
- Banking and other day to day activities etc.
Education
Bachelor's Degree - Business Studies, Financial Management
Tribhuvan University
Kathmandu12-2008
Master of Business Administration (MBA) - Logistics and Supply Chain Management
Shobhit University
08-2016
Skills
- Defensive Train Driving Technique
- Safety Critical Communication
- Supervisory and assessor trained
- Railway Operations and signalling
- Problem solving
- Emergency response techniques
- Customer service excellence
- Safety compliance awareness
- Team collaboration skills
- Operational efficiency
- Conflict resolution skills
- Time management
Certification
- Level 2 NVQ Diploma in Rail Services (Tram/ Light Rail Driving), City & Guilds of London Institute
- Competent Passenger Tram/Train Driving Permit
- ISO 14001:2015 Environmental Management System (EMS), Alison
- Spills Awareness Course, GTSC, Dubai
- Emergency First Aid at Work Course, Dubai Ambulance
- CPR and AED Course by Al Salama
- Basic Fire Fighting Training Level 1 (Fire Safety), Al Salama
- Fire Safety Training Level 2 (Fire Marshall), Al Salama, Dubai
Accomplishments
- Appreciation Certificate for demonstrating outstanding defensive driving skill, effectively avoiding tram collision, ensuring safety and maintaining professionalism as a tram driver, 2026-01-18
- Appreciation Certificate for demonstrating outstanding defensive driving skill, effectively avoiding tram collision, ensuring safety and maintaining professionalism as a tram driver, 2025-11-16
- Appreciation Certificate for excellence in Tram Driving and avoiding incident of Signal Passed at Stop or Near Miss, 2025-01-26
- Appreciation Certificate for dedication, hard work & commitment during the extreme weather conditions in Dubai Tram very valuable and worthy of acknowledgement, 2024-04-16
- Appreciation Certificate for Valuable Contribution & Operational Support, 2023-08-01
- Appreciation Certificate for Valuable Contribution in Achieving Zero SPAD's for 365 Days, 2022-01-01
- Certificate of Perfect Attendance, 2020-01-01
- Appreciation Certificate in Achievement of No SPAD for 265 Days, 2019-01-01
- Appreciation for Outstanding Performance, 2019-11-01
- Values Award received, 2019-06-01
Languages
English
Advanced
C1
Hindi
Proficient
C2
Arabic
Elementary
A2
Nepali
Proficient
C2
LICENCE
- Tram Driving Permit, 2017-10-01
- Light Vehicle Driving (UAE), 2011-12-01
Timeline
Tram Driver/ Assessor
Dubai Tram/ Keolis MHI Rail Management / Serco
10.2017 - Current
Customer Service Agent
Dubai Tram/ RTA/ Serco Dubai Branch
06.2017 - 09.2017
Senior After Sale Representative
Emax Electronics LLC.
08.2013 - 08.2016
Senior Customer Care Executive
Sharaf DG LLC
01.2012 - 07.2013
Brand Promise Officer/ Sales Executive
Sharaf DG LLC
08.2009 - 12.2011
Senior Customer Service Assistant/ Inventory Staff
EMARAT- Emirates General Petroleum Corporation
10.2005 - 08.2009
Bachelor's Degree - Business Studies, Financial Management
Tribhuvan University
Master of Business Administration (MBA) - Logistics and Supply Chain Management
Shobhit University