Suhail Patel
Chicago,Illinois
Summary
Experienced Customer Service Representative specializing in incident documentation and crisis management within rail and transportation sectors. Maintains composure in high-pressure situations, coordinating emergency responses to ensure passenger safety. Communicates effectively and collaborates with teams to enhance operational processes and service outcomes.
Overview
1
1
Certification
2
2
years of post-secondary education
10
10
years of professional experience
Work History
Rail Customer Service Representative/Security Control
Chicago Transit Authority
Chicago, Illinois
12.2022 - Current
- Coordinated with law enforcement and emergency services to handle incidents effectively and maintain a safe environment.
- Responded promptly to emergency situations, coordinating with appropriate personnel to ensure passenger safety.
- Provided assistance during emergencies, demonstrating quick decision-making and effective crisis management skills.
- Trained new employees on customer service standards and security procedures, fostering a knowledgeable team.
- Collaborated with team members to streamline operational processes, improving service delivery.
- Maintained detailed records of incidents and customer interactions, supporting management with accurate reports.
Rail Transit Operator
Chicago Transit Authority
Chicago
09.2018 - 12.2022
- Operate rail trains safely and efficiently while adhering to CTA operating rules, safety procedures, signals, and scheduled service requirements.
- Ensured safety of passengers, employees, and public during daily rail operations by adhering to protocols and responding to incidents.
- Maintained proactive communication with Rail Control Center on train movements, service disruptions, delays, and operational concerns to facilitate timely responses.
- Coordinate with Rail Control, station personnel, and emergency responders to support safe and reliable service.
- Respond appropriately to emergencies, medical incidents, equipment malfunctions, and other unexpected situations.
- Delivered courteous customer service by effectively communicating service information to passengers during normal operations and service disruptions.
- Provide courteous customer service and communicate service information to passengers during normal operations and service disruptions.
- Maintain professionalism, situational awareness, punctuality, and compliance with all applicable operating procedures.
Flagger
Chicago Transit Authority
Chicago, IL
08.2017 - 09.2018
- Coordinated with Rail Control and field personnel to establish safe work zones, ensuring protection of track access.
- Monitored track conditions and work areas to identify hazards, ensuring compliance with CTA safety rules.
- Communicated warnings, track restrictions, and safety instructions to train operators and work crews, enhancing operational safety.
- Inspect and maintain flagging equipment and promptly report unsafe conditions, incidents, and rule violations.
Rail Customer Service Assistant
Chicago Transit Authority
Chicago, IL
11.2016 - 08.2017
- Delivered courteous and professional customer service by assisting passengers with directions, fare inquiries, and transit information, enhancing overall passenger experience.
- Communicate service disruptions, delays, and other important transit information to passengers.
- Informed passengers of service disruptions, delays, and other important transit information, ensuring timely awareness and reducing confusion.
- Monitor station platforms, entrances, and public areas to maintain a safe, clean, and orderly environment.
- Reported safety hazards, suspicious activities, equipment malfunctions, and maintenance issues to appropriate personnel, contributing to a safer transit environment.
Education
Bachelors Degree - Business Management
Milpark Business School
10.2012 - 01.2015
Skills
- Emergency response
- Crisis management
- Emergency coordination
- Incident reporting
- Safety procedures
- Passenger safety oversight
- Disruption management
- Station safety
- Problem-solving
- Effective communication
- Situational awareness
Certification
•International Computer Driving License Certificate.
• Foundations For Management.
Timeline
Rail Customer Service Representative/Security Control
Chicago Transit Authority
12.2022 - Current
Rail Transit Operator
Chicago Transit Authority
09.2018 - 12.2022
Flagger
Chicago Transit Authority
08.2017 - 09.2018
Rail Customer Service Assistant
Chicago Transit Authority
11.2016 - 08.2017
Bachelors Degree - Business Management
Milpark Business School
10.2012 - 01.2015