Resolved a wide variety of complex rail passenger complaints, including refunds, Delay Repay claims and staff conduct issues, achieving high rates of First Contact Resolution (FCR).

Consistently met and exceeded targets for customer handling time (AHT) and case resolution.

Maintained strict adherence to Service Level Agreements (SLAs) for multiple Train Operating Companies (TOCs).

Utilised several computer systems simultaneously during calls and casework to manage productivity, customer assistance and efficient case handling.