Sanjay Pathak
Te Atatu South,NZ
Summary
I am a highly qualified Train Manager with10+ years' experience within the railway industry.
A primary focus on safety, operations, people development and customer experience has developed a strong skill set with, interpersonal conflict management, leadership, customer service, communication and sound business acumen. I am a productive team member that prides myself on efficiency and a collaborative based approach to creating solutions for everyday issues. I am part of a team that has achieved historical milestones for Auckland rail, including the highest patronage levels in Auckland - 21 million passenger journeys and the successful roll out of 75 EMU (electric trains), with the exciting challenge of being part of a team that will bring New Zealand's first underground heavy rail network to Auckland City in 2026. Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
15
15
years of professional experience
Work History
Train Manager
Auckland One Rail
Auckland, NZ
01.2018 - Current
- Demonstrated excellent written and oral communication skills, maintaining composure in challenging circumstances.
- Organize safety measures to mitigate hazards.
- Enhanced brand promotion through diligent management of operations.
- High level of decision-making skills.
- Demonstrated strong composure and resilience in high-pressure scenarios.
- Demonstrated ability to independently manage responsibilities in a high-demand environment.
- Aided team members and managers by collaborating effectively across departments.
- Resolved customer concerns efficiently while maintaining professionalism.
- Handled on-the-spot disputes and complaints with professionalism under challenging conditions.
- Provided guidance on safety measures and addressed queries regarding devices.
- Ensured all safety regulations were followed during travel.
- Responded to emergencies, providing first aid and CPR with speed and skill.
- Operated emergency equipment such as fire extinguishers and first aid kits when necessary.
- Executed daily responsibilities with precision and efficiency.
Customer Service Officer
TRANSDEV AUCKLAND Ltd
Auckland, NZ
01.2014 - 01.2017
- Providing front line customer service to rail patrons resolving customer issues and complaints, selling tickets, ATHOP Cards to rail patrons
- Revenue collection and protection, offering information to customers for public transport prices types
- CCTV monitoring, making PA announcements at platforms/stations
- Assist on platforms or trains for crowd control
- Provide information to passengers during service disruptions
- Assist in the upkeep of stations; manage internal communications contact contractors to fix faults
- Perform inspections to ensure working area is safe, protection of hazards
- Call emergency services when required on the platforms
- Also, provide first aid when required
- Attend to customer inquiries and concerns, provides accurate answers in a polite and timely manner
- Ensure passengers meet travel requirements by checking tickets and HOP cards
- Issuing penalties on failing to meet travel requirements
- Always provides exceptional customer service to all customers to ensure their positive experience with the company, and to achieve the highest customer satisfaction level
- Ensuring smooth operations and management in adherence to the standards and policies of the company; promoted the brand of the company
- Appreciated by the team Leader and Manager for providing Exceptional customer service
Ticket Inspector
TRANSDEV AUCKLAND Ltd
Auckland, NZ
01.2012 - 01.2014
- Revenue Protection, audit on platforms and trains, checking and selling tickets on trains and platforms
- Liaise with customers while working on the platforms
- Making announcements as and when required on trains and platforms
- Assist in the upkeep and audit of stations
- Graffiti Identification.PA, lightings checks
- Perform daily inspection to ensure area is safe
- Ensure any operational issues are attended too
- Perform first aid duties as required
- Arrange protection of hazards
- Involved in revenue protection through management of a mobile ticketing system
- Delivered customer-focused, proactive service in line with the daily requirements of the company, its corporate stakeholders, and the customers
- Offers guidance to team members to make certain that the team is at par or exceeds company and customer expectations; regularly provides updates on the company's products and services
- Performed ad hoc platform duties and crowd management; effectively handled challenging situations for the benefit of the organization
- Collaborated with various teams and provided support when necessary to team members and team managers
- Promoted to higher duties from Ticket Inspector to relief - Customer Service Officer
- Recognized by teammates and managers for a calm and composed demeanor, especially during intense situations
Passenger Operator
TRANSDEV / VEOLIA TRANSPORT
Auckland, NZ
01.2011 - 01.2012
- Selling tickets onboard, direct customer interaction, Revenue collection in form of cash and cheques
- Satisfy customer queries, maintaining health and safety requirements
- Assisting TM in operating rail services on Auckland rail network
- Worked with train passengers, meticulously and efficiently communicated with them, and handled pay-ins
- Effectively managed challenging and high-pressure situations, including on-the-spot complaints and disputes
- Made decisions independently and confidently to facilitate the smooth flow of train transport operations
- Communicated with the public from different demographics and cultural backgrounds; established strong rapport with all stakeholders
- Promoted to higher duties from Passenger operator to - Ticket Inspector
Café Team Leader/ Assistant Manager
BRITISH PETROLEUM Ltd
Auckland, NZ
01.2010 - 01.2011
- Support day to day operations of the store
- Cash handling, stock taking, keeping an eye for the goods, fuel intake records and ensuring that the gas bottles are securely filled
- Training new team members and retraining existing team Members
- Managing and distributing the team's weekly rosters
- Ensuring all H&S requirements are met
- Managing staff sick and annual leaves
- Worked in direction on enhancing the operational efficiency and financial performance of the business
- Supported company's policies and worked towards improving customer satisfaction
Education
Bachelor of Science -
Certified Web Master -
World Wide Web Institute
NZQA Level 2 certificate -
Retail
Skills
- Basic technical skills
- Route logs
- Travel documentation
- Professional appearance
- Complaint management
- Cross-cultural sensitivity
References
Available on request
Relevant Professional Development
- Ticketing
- Disability Awareness
- Harassment Awareness Course
- Passenger Operator OJT
- Fatigue Management course
- PA Announcement training
- Electrification Course
- AIFS Induction
- Introduction to AIFS
- First Aid Certification
- RPO Briefing
- Going for Green
- Conflict Avoidance & Robbery Safety Training (CARS)
- Customer Service Officer (CSO) Manukau Training
- First Aid Refresher
- HOT or NOT Refresher PowerPoint
- Customer Service
Timeline
Train Manager
Auckland One Rail
01.2018 - Current
Customer Service Officer
TRANSDEV AUCKLAND Ltd
01.2014 - 01.2017
Ticket Inspector
TRANSDEV AUCKLAND Ltd
01.2012 - 01.2014
Passenger Operator
TRANSDEV / VEOLIA TRANSPORT
01.2011 - 01.2012
Café Team Leader/ Assistant Manager
BRITISH PETROLEUM Ltd
01.2010 - 01.2011
Bachelor of Science -
Certified Web Master -
World Wide Web Institute
NZQA Level 2 certificate -
Retail
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