Daniel Buburuza Email & Phone Number

London, United Kingdom

London, United Kingdom

Provided responsible leadership for all aspects of service delivery at 8 London Overground Stations. Leading and inspiring a team of 25 frontline customer service staff while acting as a key interface for a wide range of internal and external stakeholders to ensure the highest standard of customer service, performance and safety are delivered and TfL requirements and core business objectives are met.Shortlisted at the Shining Star Awards for Manager of the Year in 2018 and for Outstanding Collaboration in 2017.Achieved highest Staff Information Survey scores (TfL Customer Service Metrics) across the company in 3 consecutive quarters by identifying areas of improvement, successfully planning and implementing changes in service delivery. Achieved a record Staff Information Survey score of 99.42%, over 6.5% higher than the network average.Successfully negotiated new roster with trade unions following timetable changes.Created new, more effective base rosters for 13 Service Delivery Mangers. Managed various serious incidents including suicides, attempted suicides, detrained customers.Acted as Lead Manager in several high profile events including London Marathon 2019, Hackney Half Marathon 2019, Notting Hill Carnival 2018.

London, United Kingdom

Positioned company as centre of experts for Resource Solutions to train operating companies through development of robust network of key contacts within allocated client base.Propelled profits from largest contract with Arriva Rail London by 37% (£200K) annually through effective re-negotiation of higher charge rate.Established environment of continuous improvements, raising company’s profile through effective analysis, reporting, and planning of performance levels.Mobilised Operations Team, galvanising members to ensure a strong coordinated as well as sustained level of performance for all clients.Grew contract with South West Trains by 180% through creation of Client Service Programme.Catapulted business through introduction of two popular products in company’s portfolio of offerings.

London, United Kingdom

Orchestrated strategic planning, resources allocation, and operational excellence, encompassing creation and rollout of organisational policies, procedures, and goals. Implemented and introduced a new breed of Customer Service Ambassadors for First Great Western in 2011 – personally interviewed and approved all candidates. The initiative was subsequently adopted by other train operating companies nationally to enhance service delivery at large stations.Built and led talented team of 14 direct reports charged with recruitment, deployment, and coordination of workforce of 500 operatives nationally.Ensured quality servicing of 17 diverse clients, including 12 major train operating companies.Elevated service delivery and customer satisfaction through development, launch, and direction of 24/7 overseas control room.Saved £40K in year one while enhancing market share via creation of a Training Department.Facilitated bidding and negotiating major projects, including rollout of 800 Ticket Office Clerks for Ticket Master as well as 120 Station Crowd Control Managers for Serco DLR.Managed the delivery from planning to deployment and ongoing welfare management of 120 Station Crowd Control Managers for Serco DLR during the 2012 London Olympics (an industry-first).Managed service delivery of contract with London Overground Rail Operations Limited growing by over 5,000% from 145 hours per week to over 7,300 hours per week over a period of six years.Readied company to pass its first ISO 9001 certification audit through establishment of Quality Management System (QMS).Optimised reliability and efficiency through creation of new quality standards.Contributed to identification of new business by teaming up with sales specialists in generating leads.

London, United Kingdom

Managed staff recruitment, training, deployment, operations, monitoring, and payroll for 150 construction and demolition operatives across England and Scotland.Implemented ISO 9001 standards to comply with market requirements and maintained ISO certification as well as Achilles Link Up / RISQS certification.Reduced staff attrition through effective recruitment, training, performance management and engagement.Identified and implemented improvements to administrative efficiency and the customer experience.Secured cost reductions in alignment with control requirements. Improved budget forecasts, client relations, and time management through procedural automation.

The Business Growth Programme (Bgp)

Associate'S Degree, Nursing