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Nikki Sohal - Senior Consultant

Nicki S min

Nikki is a rail control room specialist with a background in front-line customer service delivery and learning and development of controllers. Her extensive operational knowledge combined with her training, facilitation and coaching skills enables her to design and deliver training that focuses on driving service performance as well as providing an excellent customer experience. Nikki has excellent interpersonal skills enabling her to effectively coach staff and work collaboratively with all stakeholders.

Prior to joining North Star, Nikki was an Incident Controller at Network Rail for the Wessex route where she was responsible for managing all incidents safely and effectively. Prior to this, she gained 14 years’ experience at Heathrow Express in a variety of roles, including as a Resource Planner, Operations Controller, Service Controller and Control Competence Manager. Nikki’s critical and analytical thinking and problem-solving skills resulted in her career progression to Service Controller Instructor and, ultimately, Control Room Competence Manager. Her abilities were recognised in 2018 by winning the Above & Beyond Award at the FTA Everywoman in Transport and Logistics Awards.

Nikki is experienced in using her operational skills and knowledge to design and deliver training to Operations Controllers and Service Controllers, as well as mentoring and developing new and existing staff. She prides herself on transferring her passion for customer service into training content and motivating controllers to “champion” their roles. Her areas of expertise include operational readiness preparedness; the development and implementation of training for safety-critical railway controllers; competence and compliance; and incident investigation. Prior to joining Heathrow Express, Nikki gained experience as a trainer for British Airways where she trained frontline staff at Heathrow Airport, mentoring, managing and setting service standards and behaviours. In addition, she holds a BSc in Railway Operational Management from the Institution of Railway Operators, NVQs in Train the Trainer and Assessing, and an IOSH Managing Safely certificate.

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Passenger transport and operations consultancy North Star, has released its seventh annual Global Air-Rail Market Share Report. The report evaluates a sample of worldwide Market Share trends of rail connections to airports. North Star assessed a... Read more...