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Developed comprehensive skill set in fast-paced entrepreneurial environment, now seeking to transition into new field. Demonstrates expertise in strategic planning and sales, with strong capabilities in client relationship building and project coordination. Aims to leverage these transferable skills to drive success in new professional setting.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Use of independent decision-making skills and sound judgment to positively impact company success.

Customer-focused professional willing to go extra mile to meet customer needs, increase satisfaction and promote loyalty. Expertly handles diverse concerns with solution-focused mindset and attention to detail. Excels in research, documentation and problem-solving. Highly motivated professional with 20 years of entrepreneurial and management experience. Skillfully creates and maintains professional and loyal relationships with co-workers, staff and clients while managing administrative and sales goals. Comfortable working independently as manager and leader and as collaborative team member. Applies business acumen and experience and exercises decisive judgment to meet and exceed organizational goals.

As a highly skilled and dedicated Duty Control Manager in the Control Team at GWR. I am very passionate about the railway, thrive in a fast-paced environment and possess the leadership and decision-making capabilities.
A confident, natural leader who thrives in high-pressure environments and knows how to get the best out of a team.
I have a sharp operational mind and a passion for making things run like clockwork. I can step up and lead a critical function that keeps the GWR moving safely.
I am confident, capable, and collaborative and would be a strong addition to our dynamic Fleet Planning team. I can take the lead on the central force behind our fleet's daily performance, ensuring maintenance activities are well-planned, data-driven, and seamlessly delivered through our Train Care Centres and Outstations.
I lead the controllers in the Network Rail Control Room and keep the fleet running smoothly day to day.
I support and manage, develop and motivate my team to deliver excellence and support service recovery.
An experienced leader with excellent operational or engineering management experience and a track record of leading in complex, reactive environments.
Experienced in operational planning or fleet maintenance delivery.
Knowledge of train maintenance control rooms, depot operations, and industry systems. Excellent strong leadership, coaching and line management experience.
I can analyse performance, spot trends, and lead meaningful change.
A safety-first mindset and a commitment to continuous improvement. I oversee real-time network operations, ensuring that all incidents, events, and planned activities are monitored, escalated, and recorded appropriately.
I ensure adherence to operational standards, processes, and regulatory requirements. An expert in a driving performance culture, using data, KPIs and regular feedback to continuously improve outputs.
I have a deep understanding of fleet or vehicle maintenance operations, supported by 25 years of planning experience in live control.
I have a deep understanding of fleet or vehicle maintenance operations, supported by planning experience. I am able to collaborate with internal teams, influence others and stay calm under pressure.
I am committed to delivering exceptional rail services with a strong focus on safety, customer service, performance and effective communication. As the Duty Control Manager, I am central to our live control operations, effective leadership, decision-making, and communication. I am responsible for overseeing the Control team on duty, ensuring all GWR services run smoothly and meet our high standards for safety, performance and customer service.
I lead and coordinate all activities in the Control Room. This includes the careful planning and execution of the train plan; utilising the workforce and rolling stock to deliver services while meeting performance targets; and working closely with my team to ensure that resources are allocated effectively and that any unexpected changes are addressed promptly.
I monitor the daily operations. responsible for safety-related incidents, accidents and other emergencies, following specified procedures to ensure the safety of all our services and employees at all times.
I liaise with on-call staff, senior managers, and directors when needed. As well as playing an essential role in invoking the GWR Incident Response Plan. I am confident in managing people in a highly pressurised work environment and can demonstrate the ability to make sound decisions whilst under pressure. I have interpersonal skills that enable me to motivate and lead teams from diverse backgrounds effectively.
I have a keen awareness of customer needs and will be committed to delivering excellence in customer service, all the while showing empathy and understanding to frontline staff.
I am highly experienced in railway operations, Rules, regulations and safety instructions.
I am highly experienced in performance & service quality regimes.
Knowledge of traincrew conditions of service and roster processes.
Understanding of financial, commercial and contractual matters.
Awareness of the Disabled Persons Protection Policy. I have proven leadership experience within a control room, operational, network, emergency services or 24/7 environment. I have excellent situational awareness and calm, clear decision-making under pressure.
Experienced in managing teams, developing talent and driving high performance. I am experienced in a structured, process-led approach to operational management and continuous improvement.
I have confidence working with operational systems, data and technology.
During my employment with Southern Railway, I received two excellence awards, one gold and one silver.
This award scheme promotes those who go the extra mile for customers and is based on nominations by other company employees.
I have won one gold and one silver award at GTR Southern Railway.
As a senior leader with 25 years of experience, I have an unwavering passion for sustained continuous improvement in engineering, operational performance and customer service.
A strategic thinker with a proven record of delivering results, I can translate requirements into tangible and measurable outcomes. I have formed strong relationships and alliances with internal and external partners throughout my career.
A passionate and proven people leader specialising in performance improvement and strategic change. A tenacious focus on delivery and customer service through strong leadership in a fast-paced control environment.
My management style is built on honesty, respect, and a shared desire to succeed with the people I work with. I am comfortable and experienced in having difficult conversations when necessary.
I am a driven, hardworking individual who loves learning new techniques and information. I am very focused and driven in any job that I undertake. I have good timekeeping and am very flexible.
An energetic self-starter committed to quality delivery every time.
A lateral thinker with a proven track record as an effective problem solver, maintaining a keen focus on process and compliance. Experienced leader of projects and people in various arenas, including the introduction & commissioning.
I am an energetic, passionate and experienced leader who can get the best out of a team.
I am able to lead and manage a designated group of controllers to deliver a high-performing workforce that meets GWR Rail standards for safety, performance, and customer service expectations.
I am a highly visible, people-focused manager driving improved employee engagement and results.
I am experienced in line Management of controllers, including individual performance reviews, briefings, welfare, disciplinary, grievance, and poor performance matters.
I always deliver a world-class customer experience throughout the journey and ensure everyone's safety.
I am passionate and proactive about delivering outstanding customer service. I am very determined to always perform well and be proud to portray a professional image.
I am flexible, able to work a variety of shifts, including weekends and bank holidays. Experienced with working in a strictly regulated industry.
I am able to stay confident, calm, and collected when things don't go to plan during live disputation. I am responsible for the day-to-day management and delivery of the GTR service to its customers. I deliver all components that make up the service, including managing the train plan, Customer Information, Operations and, when required, train service recovery.
Expert in service management, incident recovery, and support tactical performance (PPM)improvement.
Direct improvement plans for safety, sustainability, planning and delivery performance to meet agreed targets.
Lead and inspire the teams to maintain full engagement, health and wellbeing and professional development whilst delivering business objectives.
I lead my team and am responsible for ensuring a safe, compliant environment for our customers. I act as a role model and mentor for my team, continually monitoring and reviewing their development plans to improve performance.
I also lead emergency and evacuation plans as necessary and manage security for high-risk areas, ensuring inspections are completed and recorded. In the event of accidents and incidents, I manage and direct resources to address them.
I am responsible for leading and coordinating in-service support technicians to ensure the safe, reliable, and efficient operation of our rolling stock. I focus on managing day-to-day technical support, overseeing fault resolution, and ensuring timely corrective actions to minimise downtime. I allocate resources effectively, monitor service quality, and act as the primary point of contact for operational issues, ensuring high standards of fleet performance and customer satisfaction.

SHERAH GOURDET

Summary

Overview

Work History

Operating Owner Manager

Property Manager

Customer Service Manager

Customer Service Manager

Customer Service Call Center Manager

Education

Certificate Of Completion - Political Communication

Certificate Of Completion - Arts Activism

Certificate In Diversity Leadership - Diversity Leadership

Diploma - Advance College Prep

Skills

Timeline

Property Manager

Certificate Of Completion - Political Communication

Certificate Of Completion - Arts Activism

Operating Owner Manager

Customer Service Manager

Certificate In Diversity Leadership - Diversity Leadership

Customer Service Manager

Customer Service Call Center Manager

Diploma - Advance College Prep

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