Michael Przednowek Email & Phone Number

London, United Kingdom

Line management responsibility for 15 train managers.Leading and motivating 80 UK-based train managers to deliver excellent customer service on c11m passenger journeys between London, Paris and Brussels.Working on board with train managers, coaching and assessing safety competency and customer service delivery.Communicating with stakeholders across the company and beyond, including Network Rail; Eurotunnel; and UK/French/Belgian police and border authorities.Interpreting the company’s customer service strategy into concrete actions.On-call duties as escalation point for train managers on duty and representing the On-Board Services department.Calibrating train manager assessment scores with fellow managers in my team and from across the business.Training duties as with Peer Trainer role.

London, United Kingdom

Responsible for the safety of up to 900 passengers and crew per train and for customer service delivery on board; c1.5m passenger journeys personally managed.Leading the crew in disruption or emergencies and ensuring trains were operated inaccordance with safety rules and other relevant standards.Competent emergency driver of Eurostar trains and responsible for driving duties in case of emergency or driver incapacitation.Responsible for scripted and ad hoc on-board announcements, informing and directing passengers in English, French and Dutch.Motivating the on-board team to deliver the company’s customer service standards and enthusiastically promoting the Eurostar brand.Coaching and mentoring new starters during their on-board training.Remaining calm under pressure; managing unpredictable, challenging and stressful situations and ensuring the passengers’ experience is as seamless as possible.Communicating effectively with safety partners, crew and passengers.Applying cultural awareness and interpersonal skills to resolve disputes and ensure all passengers are looked after, whatever their background.

London, United Kingdom

Training fellow train managers in safety rules, in both initial courses for new starters and periodic refreshers for qualified train managers.Coordinated the 2015 train manager train class 374 training as lead trainer (prior to introduction of 17 new train sets):managing and supporting the training team including 4 peer trainers and 5 managers20 training sessions delivered to 80 train managersworking with depot colleagues and engineers to arrange train access and solve technical issuesidentifying areas for improvement to the course after every session and feeding back to the training managerobtaining answers to train managers' questions from the technical team. Delivering training sessions to my peers, tailoring the materials to the needs of each group, and coaching individuals in need of particular attention.Designing training sessions based on guidelines from the training manager and my own experience, bringing theoretical content to life with realistic methods.Invigilating exams and marking papers.Providing feedback to train managers about their exam performance.Liaising with line managers regarding individuals where necessary, objectively sharing information while respecting confidentiality.100% positive feedback received from train managers and the training manager.