Desmond Nfor Nsoh
Riyadh,Saudi Arabia
Summary
Customer Service Representative delivering exceptional service to enhance the passenger experience. Manages customer complaints effectively, ensuring swift resolution and satisfaction. Supports accessibility needs and prioritises safety during all customer interactions.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Experience(CX)
OPERATION ALLIANCE OPS
02.2025 - Current
- Analyse passengers' feedback and data to identify trends and areas for improvement.
- Develop and implement customer experience strategies across multiple touchpoints.
- Collaborate with station supervisor team, station manager, station agent team to enhance Customer-facing processes.
- Maintained customer journey map to visualise touchpoints and improve customer experience.
Train Ambassador
Operation Alliance OPS
10.2023 - Current
- Delivered excellent customer service to improve passenger experience and satisfaction.
- Assisted customers to improve service quality and ensure safety.
- Perform duties as required, including operating passenger or maintenance vehicles in all modes and in any area
required. - Deliver essential messages to passengers via audio or visual means in a timely, clear and proactive manner. Ensure a swift and safe evacuation of trains or premises in the event of fire or other emergency situations.
- Served as train ambassador, delivering information to passengers and improving their travel experience.
- Report faults and failures observed on board the train and support the fault handling process.
- Provide train rescue services in the event of an incident or failure on the metro system.
- Perform duties as required, including operating passenger or maintenance vehicles in all modes and in any area required.
- Maintain competence to manually drive trains.
- Follow procedures and instructions relating to manually driving trains at all times.
Education
Higher National Diploma - Business managements
Higher institute of management studies(HIMS)
BUEA-CAMEROON01-2016
Skills
- Customer journey mapping
- Manage customer complaints
- Complaint resolution
- Process improvement
- Problem-solving
- Team collaboration
- Willingness to learn
- Health and safety awareness
Languages
English
Advanced
C1
French
Elementary
A2
Arabic
Beginner
A1
Certification
- Logistics and supply chain management.
Timeline
Customer Experience(CX)
OPERATION ALLIANCE OPS
02.2025 - Current
Train Ambassador
Operation Alliance OPS
10.2023 - Current
Higher National Diploma - Business managements
Higher institute of management studies(HIMS)