KENNETH KORIR
DUBAI,UAE
Summary
Ambitious Station supervisor with excellent customer service and train drivng skills. Highly effective at supporting multiple projects and resolving issues. Known for innovative and dynamic work, with over 8 years of experience in Light Rail industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
11
11
years of professional experience
9
9
years of post-secondary education
Work history
Station Supervisor
Keolis-MHI
DUBAI, UAE
04.2019 - Current
- Enabled continuity of service by recording information about defects and repair needs in MMS Maximo web by IBM
- Maximised passenger safety by correctly observing, interpreting and relaying arm, lantern and radio signals.
- Maintained order amongst passengers by effectively controlling and guiding crowds during loading, unloading and queuing.
- Implemented fare handling procedure that reduced collection errors by 15%.
- Boosted customer retention, providing boarding assistance to passengers with special needs.
- Implemented safety program and delivered training to employees, realizing decrease in job site accidents.
Light Rail Train Driver
Serco
Dubai, UAE
06.2014 - 09.2023
- Maintained responsible, professional driving at all times for safe, secure passenger pick up and set down.
- Upheld impeccable health and safety practices at all times, prioritising customer care and train security.
- Drove passenger 5 car trains safely and responsibly while managing train heating and air-conditioning for good passenger conditions.
- Ensure safety critical communication Operations Control Center was followed at all times
- Performed first aid on passengers in emergency situations and called for advanced medical support.
- Applied crowd control techniques to keep order among passengers.
- Conducted regular train inspections, promptly reporting mechanical issues to ensure immediate repair.
- Kept close contact wit Operation Control Centre, notifying of delays, issues or incidents in a timely manner.
Customer Service Supervisor
EMRILL FACILITY MANAGEMENT COMPANY
DUBAI, UAE
10.2012 - 05.2014
- Increased customer satisfaction from 40 to 65 % within 2 years, providing a superior level of customer service by offering applicable product solutions or suitable alternatives.
- Monitor trained, led and motivated a team of 15 Customer service agents to deliver customer service excellence
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Delivered feedback constructively to enhance staff performance.
- Planned staff rotas to meet customer needs whilst remaining under budget.
- Actioned client feedback to improve product and service offerings.
- Oversaw recruitment for clerical staff, accounting and operations teams.
- Designed strategic schedules, rotas and workloads to promote productivity.
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
- Identified skills gaps and arranged relevant training to upskill clerical team with 6 monthly assesment programme
Education
Bachelor of Arts - COMMUNICATION AND MEDIA TECHNOLOGY
MASENO UNIVERSITY
KENYA 10.2006 - 12.2011
Certificate of Higher Education - SECONDARY EDUCATION
LENANA SECONDARY SCHOOL
KENYA 01.2001 - 11.2004
Skills
- Passenger engagement
- Equipment safety checks
- Emergency and accident response
- Pass and fare knowledge
- Work Planning
- Effective communication
- Transportation Management
- Operating Procedures
- Sales Variances
- Staff Scheduling
- Knowledgeable in Ms windows softwares
- Boarding assistance
Languages
English
Fluent
Swahili
Native
Arabic
Beginner
Reading articles
Reading news articles and special features
Timeline
Station Supervisor
Keolis-MHI
04.2019 - Current
Light Rail Train Driver
Serco
06.2014 - 09.2023
Customer Service Supervisor
EMRILL FACILITY MANAGEMENT COMPANY
10.2012 - 05.2014
Bachelor of Arts - COMMUNICATION AND MEDIA TECHNOLOGY
MASENO UNIVERSITY
10.2006 - 12.2011
Certificate of Higher Education - SECONDARY EDUCATION
LENANA SECONDARY SCHOOL
01.2001 - 11.2004
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