Shane Swift Email & Phone Number

Newcastle Upon Tyne

 Provide a team brief to update necessary communication, ensure standards are met and set the scene for a good working environment; Hand out jobs for each crew member for the outbound and return journeys; Lead the team with the Train Manager to create a warm welcome, offer a smile, assist with luggage, give directions, help with queries and a memorable goodbye; Motivate the crew to provide a truly personalised service aligned to company values; Ensure the safety and comfort of all customers whilst on board; Ensure the delivery of complimentary food and drinks to customers in First Class; Deliver a buffet bar and refreshments trolley service to Standard Class; Ensure the train environment is clean, tidy and organised; Actively promote sales points whilst complying with all cash and stock procedures.

Newcastle Upon Tyne

 Kept aware / acted upon the HOT and WHAT protocol off-board and onboard protocol; Remained vigilant throughout each journey for Fire / Door / Window / Box procedures; Greeted customers with a smile  Assisted customers with their baggage and any queries at the station, or on board; Offered a personalised service to all customers on board in Standard and First Class; Adhered to hygiene food and health and safety standards at stations and on board; Prepared and served food and drinks safely for customers in First and Standard Class; Manoeuvred the Standard Trolley, interact and actively sell products to our customers;  Worked effectively within small but varied teams on a daily basis; Undertook a variety of tasks responding to customer demands on a daily basis; Troubleshooted and reported onboard IT and technical issues to relevant departments.

Newcastle Upon Tyne, United Kingdom

 Managed a team of up to 16 Agents from Induction to long term development; Undertook daily Return to Work interviews and conducted formal hearings for continued absence; Undertook required Investigations where required; Worked with the Team Leader Team to ensure seamless delivery of daily targets and on-going operational management including floor walking; Liaised directly with customers for escalated calls; Liaised with a variety of key stakeholders including the training team, internal departments and station personnel throughout the network to creatively solve customer issues; Worked on individual project areas to evolve the business including Innovation Lead, Effective Communication Lead and Treating Everyone Fairly Lead.

Newcastle Upon Tyne

 Interacted with customers over the phone, by email and letter; Listened to, gathered information and processed according to need; Assisted customers from booking Passenger Assistance, log complaints and process Delay Repay in a timely manner; Utilise a variety of systems including Microsoft Dynamics, Passenger Assist, Bugle and Journey Planner; Maintained a high level of accuracy and the ability to work independently and within a team; Displayed an expert level of online applications and Microsoft Office.

Hexham, Northumberland

 Interacted with a wide variety of individuals at Meet the Buyer and Networking Events; Listened to concerns about current Recruitment and Background Screening processes; Met a variety of Directors / Managers / HR Professionals to discuss opportunities to make the Recruitment and Vetting Process more efficient; Highlighted the benefits of upgrading CV Submission from an offline to an online process; Presented our four core services, Pre-employment Background Checks | Employee Screening | Overseas Candidate Screening | Our free CV Collect and Compare Service.

Newcastle Upon Tyne, United Kingdom

 Established and followed a clear sales process for new business development; Created and continually updated the company brochures and variety of sales pdf’s; Proactively researched potential new business leads from a wide variety of sources;  Cold called for three UK offices and sold two distinct business propositions; Set in a non-targeted environment I achieved £2.6m in new business sales between 2011 to 2013; Registered for new business tender opportunities and proactively managed company responses; Continually trained and performance managed the Sales & Marketing Assistant; Introduced social networking and manage the company's LinkedIn, Twitter, Facebook Account; Evolved the company newsletter to a modern format utilising ACT Swiftpage; Advertised recruitment positions, co-ordinated responses, set-up and conducted interviews.

Newcastle Upon Tyne, United Kingdom

 Booked flights, hotels, car hire, foreign currency and set-up worldwide visas; Liaised with customers over the phone and via email to book required services; Used a variety of systems, websites and suppliers to source applicable services; Co-ordinated with key stakeholders to ensure a consistent, seamless service; Added fee’s and serviced bookings when required.

North Shields, Tyne And Wear

 Activated credit cards for a variety of companies; Followed a rigerous sales process to achieve hard and soft targets; Through an FSA regulated process, sold auxiliary products.

Newcastle Upon Tyne, United Kingdom

 Managed a diary to ensure all calls tracked and phoned back if appropriate; Co-ordinated with vendors and investors to ensure all tasks achieve on time; Successfully managed own time to ensure all deals remained on track.

Newcastle Upon Tyne, United Kingdom

Negotiated mortgage and insurance needs over the phone and face to face;Dealt with a wide variety of solicitor firms, nationally for conveyancing and completion purposes;Completed research for mortgages and insurance and presented to clients;Sold whole-of-market mortgages and a variety of insurance policies.

Newcastle Upon Tyne, United Kingdom

Coached, developed and completed ongoing training for up to 15 agents;Managed individual performance on an informal and formal basis;Managed individual attendance of team members;Completed individual annual assessments and appraisals;Managed irate callers who for one reason or another needed a Supervisor;Attended weekly team meetings to ensure team targets on track;Completed interviews and evaluated agents on recruitment days.

Newcastle Upon Tyne, United Kingdom

Managed daily influx of calls from external networks to four UK call centres;Liaised with a variety of internal departments and senior management within British Airways;Proactively trouble shooted to ensure internal network remained operational and on track;Created reports for senior management containing daily, weekly and monthly statistics.

Newcastle Upon Tyne, United Kingdom

Worked a variety of shifts and continually took inbound calls from different markets;Established clients’ needs by effective questioning and building rapport; Actively sold a variety of products to inbound callers including flights, hotels and car hire;Researched and completed training for up to four teams to take “Irish calls”.

Ba (Hons), Leadership And Management, First Class

Education record

British Airways; Team Leader Training Course British Airways; Recruitment Training Course British Airways; Equality Training Course

Irish Leaving Certificate, Passes In Seven Subjects Including English And Mathematics