MARYANN SANCHEZ LIANZA
Customer Service Representative/ Trainer / Assessor / Train Driver
Dubai
Summary
I would like to express my desire to be part of your Company. I have acquainted myself with range of skills that would allow me to blend with different people in and out of the working environment. I am currently in UAE, and can be available immediately to join a challenging position with a dynamic organization that welcomes initiative, dedication, and demands excellence in consistently meeting business objectives and exceeding standards
CAREER OBJECTIVE
- To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills.
- Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company.
- Seeking an entry-level position to begin my career in a high-level professional environment.
- To secure employment with a reputable company, where I can utilize my skills and business studies background to the maximum.
- A highly organized and hard-working individual looking for a responsible position to gain practical experience.
- To make use of my interpersonal skills to achieve goals of a company that focuses on customer satisfaction and customer experience.
Overview
16
16
years of professional experience
10
10
years of post-secondary education
8
8
Certifications
Work History
Assessor
SERCO Middle East / Palm Monorail
05.2021 - Current
- Undertaking assessments (within their respective sphere of responsibility) in line with individual CMS assessment plans and competencies
- Refer to the Person Specification Matrix in this document which provides a detailed breakdown of competencies for each grade of employee within PJTS
- Coaching & mentoring staff to improve skills, knowledge, approach, techniques, and overall competence
- Any identified risk (inconsistency in training, poor performance across multiple individuals) found through the CMS assessment process will be immediately reported to CMS Coordinator
- Informing the Line Manager & CMS Coordinator of any incident/accident and subsequent investigation that will result in changes to CMS requirements within their section
- Making consistent judgments on staff performance, identifying substandard performance and, in conjunction with line managers, taking appropriate action to improve performance and control risk
- Reporting monthly to the nominated Lead Assessor or directly to the Line Manager & CMS Coordinator, any summative and/or formative assessments that were not conducted with a justification and a catch-up plan to complete the reviews
- Maintaining occupational and assessor competence
- Creating and updating records of assessments in a timely manner; complete records accurately and update the CMS Recording with Evidence as necessary
- Updating of the CMS records on the PJTS Share Point and in the individual folders of staff, accurately and in a timely manner
- Conduct proper handover of assessments to another suitably trained assessor if tender’s resignation or in the event that the allocation of Assesses is reassigned
- Assessing supervisors/managers within your workplace who are a higher grade than yourself
- Not all managers or supervisors will have been trained as assessor’s but will still require competence assessments being carried out on them
- You will conduct these assessments no differently to any other to ensure integrity
- If the assessments are not conducted to the standard, it would defeat the purpose of the CMS and introduce the risks that comes with incompetent performance, such as unsafe workplace practices, etc
- Provide staff with a Pocket Card with their personal CMS Plan, each time a CoC is issued (i.e
- At the time of initial certification, re-certification and/or when there are any updates to their CMS plan.) (Use the ‘Personal CMS Plan – Pocket Card – Template’ PM0001-MI-2391 to produce the card.)
Trainer / Key Instructor
SERCO Middle East / Palm Monorail
11.2019 - Current
- Facilitate the training for the new Customer Service Representative staff in PJM for Station and Train Operations
- Develop a schedule to assess training needs
- Consult with other Trainers, Assessors, Operation Controller, Chief Controller, CMS Coordinator and General Manager in PJM
- Coordinate to Rolling Stock the train availability during Training
- Track and compile collected documents
- Communicate training needs and online resources
- Create training strategies, initiatives, and materials
- Prepare PowerPoint and Lesson Plan in Train and Station Operation Training
- Prepare documents such as Training Path, Course Register, Course Evaluation Form, Learners Performance Report and Task Book,
- Conduct the exercise drills for Station Operations Training such as; (Responding to PSD Failure, responding to Emergency Stop Button Activation, responding to Emergency Trip Station Activation, Dealing with Suspicious Item, Fire in the Station/Station Evacuation and Lift Rescue
- Conduct the exercise drills for Train Attendant Training such as; (5 Train Rescue Evacuations; Adjacent track evacuation, Push/ Pull Operations, Same track evacuation, Walkway evacuation and Rescue Chute / Cherry picker evacuation.
Customer Service Representative /Train Driver
SERCO Middle East / Palm Monorail
05.2019 - Current
- Operate passenger vehicles in all operating modes in the assigned area as required
- Carry out controlled/uncontrolled/emergency evacuation of passengers
- Prepared and delivered a safe, reliable, world class, customer focused train service; When dealing with customers, ensured that matters are handled tactfully and sensitively as appropriate and strictly follow the procedures and work instructions of the organization
- Complied fully with procedures and work instructions as part of the training and induction courses for train; carry out duties in a way to ensure the safety of members of the public and employees of the railway
- Operated passenger vehicles in all operating modes in the assigned area as required
- Rendered all possible assistance to customers, in particular those with special accessibility needs;
- Assisted in the shunting operations of trains inside the depots
- Assisted in testing during engineering hours (Dynamic, Communications & Test Cases);
- Sweeping the mainline on a train in manual mode
- Controlling the evacuation of train in an emergency
- Re-establishing automatic train operation following failure or activation of emergency button on train or station
- Managed resetting of Emergency Equipment (Blue Light Station, Emergency Stop Buttons);
- Performed shift and emergency duties when required
- Performed and carry out other duties as instructed / directed by the Operations Controller and Chief Controller
- Delivered essential messages to passenger via audio (Public Announcement System) or visual (Passenger Information System) means in a timely, clear and proactive manner).
Station Agent
SERCO Middle East / Dubai Metro
Dubai
04.2020 - 09.2020
- Monitor and maintain station operational status and ensure the safety and comfort of passenger movement within the station premises
- Carry out controlled/uncontrolled/emergency evacuation of passengers
- Control and mitigate overcrowding in station and platforms to ensure that passengers’ flows are managed in an orderly manner
- Deliver essential messages to passenger via audio or visual means in a timely, clear and proactive manner
- Monitor and control the direction of the fare gates in accordance with the flow of passengers, and in the event of an emergency
- Perform shift and emergency duties when required
- Provide safe, reliable, convenient, and comfortable metro journeys to the users of Dubai Metro railway when necessary or as directed by the Station Manager in collaboration with the Passenger Services Manager
- Enforce safety procedures and instructions and carry out necessary procedures to ensure the safety of members of the public and employees of the railway
- Render all possible assistance to customers, those with special accessibility needs
Station Agent
SERCO Middle East / Palm Monorail
01.2019 - 04.2019
- Create work instructions and procedures as assigned
- Encoding, updating, and filling of documents of the stations for submission and documentation
- Monitor and maintain station operational status and to ensure the safety and comfort of passenger movement within the station premises
- Controlling the evacuation of train during emergency
- Perform and carry out other duties as instructed/directed by the Operations Controller or Chief Controller
- Meet and greet customers and provide highly visible and proactive level of customer service, provide ticket sales, train services information and response to passengers’ enquiries
- Carry out control and uncontrolled emergency evacuation of passengers
- Comply fully with procedures and instructions instructed 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 railway
- Render all possible assistance to customers, in particular those with special accessibility needs
- Handle cash from ticket sales in accordance with company procedure
- Deliver essential messages via audio or visual means in a timely, clear and a proactive manner
- Monitor and control the direction of the fare gates in accordance with the flow of passengers and in the event of an emergency situation.
Customer Service Associate /Acting Shift In Charge
ZOOM, Metro Station, Emirates National Oil Company
Dubai
07.2014 - 12.2018
- Responsible for cashiering and cash tally in the end of the shift
- Acting Supervisor on the shift
- Monitoring of product display and expiration date of each merchandise
- To do replenish of products to the gondola and to be updates each display as per plan
- Gram
- To give customer satisfaction and providing their needs at all times
- To implement all company procedures and standards at all times to professional ways
- Promoting new products to increase the sales and to achieve the site target sales
- Assigns tasks to employees
- Monitors employees work habits and makes sure tasks are completed in a timely fashion
- Conducts performance reviews
- Writes up reports of employee behaviors
- Keeps work area clean and organized
- Motivates employees
- Order to the Suppliers and enter the Invoice in the System
Cashier Associate
Suyen Corporation /BENCH Edited SM Dasmariñas
09.2012 - 07.2014
- Greet customers and help them locate merchandise
- Answer telephone inquiries
- Obtains or receives merchandise, total bills, accept payments and makes change for customers,
- Stocks shelves, counters, or tables with merchandise
- Answers customer’s questions concerning location, price and use of merchandise
- Keep records of sales, prepare inventory of stocks, or order merchandise
- Do store visual merchandise
- Manage the cash register
Education
Dasmariñas Bagong Bayan Elementary School Area-1
Dasmariñas, Cavite 06.1996 - 03.2001
Dasmariñas North National High School Area-G
Dasmariñas, Cavite 06.2001 - 03.2006
BACHELOR OF SCIENCE - Business Administration Major in HRDM
Lyceum of The Philippines University
Batangas, City 09.2021 - 07.2022
Skills
Manually driven the Train
Team leader
Sales/Retails and Customer Service jobs
Communication skills
Problem solving skills
Time Management skills
Computer skills
Decision-Making
Training and Development
Additional Information
- AWARDS: Covid -19 Prevention video winner April 2021
- Star Employee of the Month November 2015
- Star Employee of the Month January 2015
- Star Employee of the Month August 2015
- Star Employee of the Month December 2015
- Star Employee of the Month January 2016
- Star Employee of the 4thQuarter 2015
- Star Employee of the 1st Quarter 2016
- Star Employee of the 2nd Quarter 2017
Certification
Management Customer Service Certificate
Timeline
BACHELOR OF SCIENCE - Business Administration Major in HRDM
Lyceum of The Philippines University
09.2021 - 07.2022
Assessor
SERCO Middle East / Palm Monorail
05.2021 - Current
Station Agent
SERCO Middle East / Dubai Metro
04.2020 - 09.2020
Trainer / Key Instructor
SERCO Middle East / Palm Monorail
11.2019 - Current
Customer Service Representative /Train Driver
SERCO Middle East / Palm Monorail
05.2019 - Current
Station Agent
SERCO Middle East / Palm Monorail
01.2019 - 04.2019
Customer Service Associate /Acting Shift In Charge
ZOOM, Metro Station, Emirates National Oil Company
07.2014 - 12.2018
Cashier Associate
Suyen Corporation /BENCH Edited SM Dasmariñas
09.2012 - 07.2014
Dasmariñas North National High School Area-G
06.2001 - 03.2006
Dasmariñas Bagong Bayan Elementary School Area-1
06.1996 - 03.2001