Neil Sherwin Adriano

Experience

• 

  Serco

  Sept 2012 - Feb 2018

   Lead by example a team of Station Agents to deliver a safe, reliable, world class and customer focused station services. Responsible for the efficient and safe evacuation of station premises in the event of fire or other emergency situations. Monitor and maintain station operational status. Ensure the safety and comfort of passenger movement within the station premises. Undertake a comprehensive check of all station equipment and facilities. Ensure that all staff are presentable and fully briefed prior to the start of shift. Provide ticket sales, train services information and respond to passenger inquiries. Render all possible assistance to customers, in particular those with special needs. Enhance customer service and safety. Show less Responsible for reviewing of rules and procedures. Develop crowd control strategies for MMMP. Develop training materials Including computer based, traditional classroom and practical training. Responsible for crowd control and waiting area designs for 9 stations. Key instructor for system overview, rules book, safety communication, interactive english, crowd control procedures for waiting area, first aid Course and fire suppression system. Conducts briefing for KTMB station masters. Accomplish any other task as requested by the consultant. Show less Responsible for reviewing of rules and procedures. Develop crowd control strategies for MMMP. Develop training materials Including computer based, traditional classroom and practical training. Responsible for crowd control and waiting area designs for 9 stations. Key instructor for system overview, rules book, safety communication, interactive english, crowd control procedures for waiting area, first aid Course and fire suppression system. Conducts briefing for KTMB station masters. Accomplish any other task as requested by the consultant. Show less Responsible for reviewing of rules and procedures. Develop crowd control strategies for MMMP. Develop training materials Including computer based, traditional classroom and practical training. Responsible for crowd control and waiting area designs for 9 stations. Key instructor for system overview, rules book, safety communication, interactive english, crowd control procedures for waiting area, first aid Course and fire suppression system. Conducts briefing for KTMB station masters. Accomplish any other task as requested by the consultant. Show less

  • Lead Station Master

    Feb 2009 - Feb 2018

  • Assistant Project Manager (Operational Readiness)

    May 2015 - Dec 2015

  • Operations Analyst/Lead Trainer

    Aug 2014 - Sept 2014

  • Operations Consultant/Lead Trainer

    Aug 2013 - Oct 2013

  • Operations Consultant /Key Instructor

    Sept 2012 - Oct 2012
• 

  RKH Qitarat

  Mar 2018 - now

  Supervise a group of stations and will manage a team of Station Masters.Responsible for the day-to-day management of the operation, including:Safety, Performance and quality of daily stations service deliveryLead and motivate a team of Stations Masters to provide a world Class Customer Service experienceEnsure that stations personnel complies with the fault reporting process in place and coordinate with the on ground staff and maintenance interfaces to ensure optimum general conditions of stationsManagement of significant stations incidents in support of Stations Master in liaison with ICC Duty Manager and acting as Silver at station level if required by ICC .Involved in the recruitment, management and development of the Station Masters (SM) teamLead, plan and motivate a team of Station Masters to deliver a day-to-day safe, reliable, world class and customer focused station servicesEnsure competency and skill development of the Station MastersFollow-up the competence of the Station Master as part of the Competence Management System and perform required quality checks Continual development and performance management of staff to include regular documented Performance appraisals in line with the HR laid out requirements and processMaintaining attendance levels to the expected standard as laid out by HR through proactive management and adherence to process reporting and best practice.Participate in improvement incentives for staff welfare and holding direct reports accountable for the same.Responsible for taking the particular outcome of customer satisfaction surveys and audits to their stations and in implementing corrective actions to ensure that passenger service are all committed to keeping the benchmark always highEnsure in association with the planning/roster team the deployment of resources and means to manage high level of service delivery and safety in stations including: Show less • Prepare and maintain a plan of all training assurance activities.• Conduct observations across the Metro and Tram network with a view to..o Ensuring training delivery is fit for purpose, accurate and reflects current practice.o Ensuring staff remain compliant with what is delivered during initial and refresher training.• Conduct a range of spot checks (planned and un-planned) across all functional areas of the business to ensure compliance.• Provide support and training / coaching on how to do Quality Checks to staff.• Produce a monthly report detailing all training assurance activities conducted highlighting progress made and any deviation from the plan (planned vs actual).• Hold monthly meetings with the Training Manager and Technical Trainers to share findings and progress actions to closure.• Deliver Training and Assessment in line with departmental and business needs.• Produce e-learning modules to foster autonomous learning among staff. Show less • Prepare and maintain a plan of all training assurance activities.• Conduct observations across the Metro and Tram network with a view to..o Ensuring training delivery is fit for purpose, accurate and reflects current practice.o Ensuring staff remain compliant with what is delivered during initial and refresher training.• Conduct a range of spot checks (planned and un-planned) across all functional areas of the business to ensure compliance.• Provide support and training / coaching on how to do Quality Checks to staff.• Produce a monthly report detailing all training assurance activities conducted highlighting progress made and any deviation from the plan (planned vs actual).• Hold monthly meetings with the Training Manager and Technical Trainers to share findings and progress actions to closure.• Deliver Training and Assessment in line with departmental and business needs.• Produce e-learning modules to foster autonomous learning among staff.• Carry out formal assessments to determine the competence of safety critical staff • Lead / chair competence management working groups / meetings as required• Maintain operational competence by undertaking activities to do so • Establish and retain a sound fundamental knowledge of railway legislation and good practice• Maintain good working relationships with approved training providers• Ensure training plan is implemented as per Competence Management Framework• Adapt and maintain training schedules to support business objectives.• Generate reports from SAP Success Factors Show less

  • Group Line Manager

    Aug 2024 - now

  • Training Assurance Coordinator

    Apr 2022 - Aug 2024

  • Training Supervisor

    Oct 2020 - Apr 2022

  • Group Station Master

    Mar 2018 - Oct 2020