Eunice Amoah

• liaise with stakeholders and multiple teams within the taxi and private hire clerical department to create training plans for new starters and existing employees
• I devise and implement training plans to the necessary groups
• I use staff agendas to analyse and evaluate the team’s performance and efficiency, ensuring that productivity targets are met through daily and weekly reviews
• Chair and transcribe in senior management meetings providing a clear and concise record to be circulated to the team (conducted either in person or the use of Microsoft Teams.) Providing data to collate weekly reports to senior management
• Frontline customer interaction and service - I interact with potential/existing Private Hire Drivers and Taxi and drivers both face to face and virtually, over the phone
• Processing applications and informing driver of the outcome of their applications
• The ability to cohesively plan, organise and prioritise work – identifying KPI and attaining goals and achievements such as project completion before a deadline (Staff Onboarding Training)
• Remote/hybrid working pattern - unsupervised- working from home
• Handling official sensitive information including criminal record check applications, visa and immigration status, Identification documents (Passports, Biometric Identity Cards)
• Adjudication and decision making skills - when issues arise within a clients applications, I have the ability to make administrative final decisions (i.e Approving and refusing applications).

• My role involved chairing bi-weekly meetings and providing feedback to senior management when required such as minute taking, data collating
• Providing information verbally, in writing and electronically – composing letters to relevant departments when working on project work such as ‘Engagement with the Consumer’
• Responsible for managing and resolving operational issues within the team
• Provide a customer service of processing oyster refunds- using the in house system – the system at times lacked functionality
• I was part of the initiation of the improvement scheme within the company to set new IT system
• Providing concise travel information (live travel updates) and assist with planning journeys
• Capturing feedback from stakeholders and providing an accurate report to my line manager on a weekly basis
• I collate, analyse and present data using Microsoft Excel
• The information regarding contact made with the public and stakeholders during staff working hours was used to reviewing the efficiency of our services and whether targets were being met
• Dealing with complaints and irate customers
• My empathetic approach aims to solve any issues using my initiative and KYC
• When necessary, any concerns with the customer such as vulnerabilities are escalated to my line manager
• Dealing with potential conflict with difficult customers - explaining complex issues and information to the client in depth for better understanding ensuring fair communication for both parties
• Supporting our correspondence team based in Aberdeen Scotland (email and handling post)
• Using various software such as SAP to record client information and document management
• Training new starters and onboarding including staff induction.
• Participated in team meetings and training sessions to stay informed about product updates and changes

• Floor walking on behalf of team managers (providing instant assistance to my colleagues)
• Invigilating exams for new starters
• Devising training programs upon the introduction of a new CRM system
• Providing high quality customer service to all customers, paying particular attention to Account customers
• Creating new customer accounts to book our service when mobile
• Dealing and managing disputes from our customers and effectively handling any challenging behavior with good, clear communication
• Taking bookings in an efficient, timely and accurate manner
• Supporting members of staff (i.e
• Buddying' colleagues when required and helping new members of staff with any difficulties or queries
• Working with stakeholders and senior managers and providing any necessary assistance on demand
• Capturing data and providing analysis and reports on request.

• Working collaboratively and preparing for flagship store opening- co-ordinating staff/ assisting with training
• Working under pressure and dealing with competing demands such as merchandise design or staff absence
• Dealing with members of the public such as Dealing with lost property enquiries and stakeholders
• The ability to deal with tasks given by the store manager such as data analysis – sales counts
• Ability to deal with people in a polite, helpful and constructive manner.
• Created documents recommended courses of actions to assist upper management in complex decision-making issues

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