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Customer Experience and Metro Operations professional with 18+ years of experience in railway operations, passenger service delivery, training, competency management, and operational excellence across Riyadh Metro and Dubai Metro. Proven expertise in enhancing passenger satisfaction, monitoring service performance, resolving customer issues, analyzing operational and customer feedback data, and implementing continuous improvement initiatives. Experienced in developing service quality standards, conducting operational audits, managing customer-focused programs, monitoring KPIs, and collaborating with cross-functional stakeholders to improve the overall passenger journey. Recognized for driving customer-centric culture, improving service delivery standards, and supporting world-class passenger experiences through data-driven decision-making and operational excellence. Committed to continuous improvement, operational excellence, and delivering engaging learning environments that enhance employee capability and passenger service quality. IOSH and NEBOSH HSW certified, with a strong commitment to safety, compliance, and continuous improvement.…Customer Experience and Metro Operations professional with 18+ years of experience in railway operations, passenger service delivery, training, competency management, and operational excellence across Riyadh Metro and Dubai Metro. Proven expertise in enhancing passenger satisfaction, monitoring service performance, resolving customer issues, analyzing operational and customer feedback data, and implementing continuous improvement initiatives. Experienced in developing service quality standards, conducting operational audits, managing customer-focused programs, monitoring KPIs, and collaborating with cross-functional stakeholders to improve the overall passenger journey. Recognized for driving customer-centric culture, improving service delivery standards, and supporting world-class passenger experiences through data-driven decision-making and operational excellence. Committed to continuous improvement, operational excellence, and delivering engaging learning environments that enhance employee capability and passenger service quality. IOSH and NEBOSH HSW certified, with a strong commitment to safety, compliance, and continuous improvement.

Hamrash Abdul Sathar

Instructional Designer, Online Trainer, Project Manager

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Customer Experience and Metro Operations professional with 18+ years of experience in railway operations, passenger service delivery, training, competency management, and operational excellence across Riyadh Metro and Dubai Metro. Proven expertise in enhancing passenger satisfaction, monitoring service performance, resolving customer issues, analyzing operational and customer feedback data, and implementing continuous improvement initiatives. Experienced in developing service quality standards, conducting operational audits, managing customer-focused programs, monitoring KPIs, and collaborating with cross-functional stakeholders to improve the overall passenger journey. Recognized for driving customer-centric culture, improving service delivery standards, and supporting world-class passenger experiences through data-driven decision-making and operational excellence. Committed to continuous improvement, operational excellence, and delivering engaging learning environments that enhance employee capability and passenger service quality. IOSH and NEBOSH HSW certified, with a strong commitment to safety, compliance, and continuous improvement.…Customer Experience and Metro Operations professional with 18+ years of experience in railway operations, passenger service delivery, training, competency management, and operational excellence across Riyadh Metro and Dubai Metro. Proven expertise in enhancing passenger satisfaction, monitoring service performance, resolving customer issues, analyzing operational and customer feedback data, and implementing continuous improvement initiatives. Experienced in developing service quality standards, conducting operational audits, managing customer-focused programs, monitoring KPIs, and collaborating with cross-functional stakeholders to improve the overall passenger journey. Recognized for driving customer-centric culture, improving service delivery standards, and supporting world-class passenger experiences through data-driven decision-making and operational excellence. Committed to continuous improvement, operational excellence, and delivering engaging learning environments that enhance employee capability and passenger service quality. IOSH and NEBOSH HSW certified, with a strong commitment to safety, compliance, and continuous improvement.

Available to hire

Customer Experience and Metro Operations professional with 18+ years of experience in railway operations, passenger service delivery, training, competency management, and operational excellence across Riyadh Metro and Dubai Metro. Proven expertise in enhancing passenger satisfaction, monitoring service performance, resolving customer issues, analyzing operational and customer feedback data, and implementing continuous improvement initiatives.

Experienced in developing service quality standards, conducting operational audits, managing customer-focused programs, monitoring KPIs, and collaborating with cross-functional stakeholders to improve the overall passenger journey. Recognized for driving customer-centric culture, improving service delivery standards, and supporting world-class passenger experiences through data-driven decision-making and operational excellence. Committed to continuous improvement, operational excellence, and delivering engaging learning environments that enhance employee capability and passenger service quality. IOSH and NEBOSH HSW certified, with a strong commitment to safety, compliance, and continuous improvement.

Skills

Experience Level

Expert

Expert

Intermediate

Beginner

Work Experience

Testing & Commissioning Train Driver at Bombardier Trains, FLOW Riyadh Metro

November 1, 2021 - March 1, 2022

Conducted testing and commissioning of Bombardier rolling stock in depot and mainline environments. Performed manual train operations and system validation tests in coordination with signaling and rolling stock teams. Collaborated with technical and operational teams to ensure trains met operational safety and performance standards.

Lead Station Supervisor / Key Instructor / Assessor at FLOW Riyadh Metro

November 1, 2019 - May 1, 2026

Support station supervisors/agents/ambassadors to deliver safe, reliable, customer-focused services. Monitor and maintain station operational status to ensure safe and comfortable passenger movement. Support design and delivery of operational training programs aligned with railway safety and operational standards. Conduct on-the-job coaching, competency assessments, and performance evaluations for operational readiness and service excellence. Deliver training sessions, briefings, and refresher courses on procedures, emergency protocols, and passenger service standards. Develop and review work instructions/operational procedures/briefing records. Maintain training documentation, assessment records, and competency tracking through the Competency Management System (CMS). Investigate operational issues and customer concerns/disruptions, recommend corrective actions, analyze incident reports and passenger feedback, and collaborate with internal departments/contractors. Conduct operational a

Training Supervisor at Serco Dubai Metro

September 1, 2018 - September 1, 2019

Delivered classroom and practical training sessions for manual train driving and train operations. Developed training materials, practical exercises, and evaluation methods aligned with railway operational standards. Conducted competency assessments, simulations, and practical evaluations to verify trainee proficiency. Ensured training complied with health & safety policies, operational regulations, and railway industry standards. Maintained training records, evaluation reports, and competency documentation through the Competency Management System.

Train Operator / Assessor / Station Master at Serco Dubai Metro

May 1, 2011 - September 1, 2019

Managed train and station operations during normal, degraded, and emergency situations. Conducted competency assessments for train crew and station operations staff. Provided operational guidance and passenger safety support during incidents and emergency evacuations. Performed manual train driving and depot train movements in accordance with operational procedures. Ensured high standards of passenger service, safety compliance, and operational reliability, including manual driving per Train Controller instructions, rectifying faults as per training, depot train movements, and supporting train evacuation when advised.

Senior Project Coordinator / Trainer at RR Donnelley - India

January 1, 2007 - April 1, 2011

Handled the customer service team of Anglian Water (UK). Attended training at the client site in the UK and transferred knowledge back to India. Delivered training programs for customer service teams supporting Anglian Water UK project. Conducted knowledge transfer sessions and coaching after UK training. Developed training documentation and improved team performance through structured training and mentoring.