Melissa Finnegan: a very highly customer focused service agent at Transdev Dublin


That customers are at the heart of everything we do at Transdev is true across all operations around the world. Melissa Finnegan, Customer Service Agent at the Luas, Transdev’s light rail operation in Dublin, Ireland knows this by hear. We caught up with Melissa to ask her about her job and career with Transdev.

What is your job with Transdev?

I am a Customer Service Agent for Transdev in Ireland. We operate Luas, Dublin’s light rail network.  I am a senior member of the Team with almost 7 years’ experience. My day-to-day tasks include looking after lost property, monitoring social media, responding to emails and letters, taking calls, covering reception, reconciling cash, taking meeting minutes, training new Customer Service Agents and some administration.

My manager also trusts me to be in charge when she is off! I do love my job and all my colleagues I work with are fantastic. I can have a great laugh with them. I call them my Luas family.

How does your job make sense in context of our Group’s purpose?

My job fits perfectly as the company is the Mobility Company and customer service is the key to its success. Providing outstanding customer service is our goal. In committing ourselves individually and collectively our focus is on the customer. We are constantly looking at ways to improve the customer experience. We are quick thinking. Coming up with solutions for customers is great and we love it as a result.

How did you become a Customer Service Agent?

I was attending an Office Administration Course which required 10 weeks work experience which I did with Transdev. At the end of it I was asked would I consider staying on for a month and I still haven’t left! I am part of the furniture now as they say. I am proud when I tell people that I work for Transdev.

Tell us a few words about your professional career…

After Secondary School I did a QQI Level 5 Nursing Studies course. I decided not to pursue Nursing after completing the year. I  did another QQI Level 5 Office Administration Course. I then started with Transdev and have been here since 2015. My future plans are to complete a Level 6 in Business Management so I can progress further within the company.

What are you most proud of in your career?

I won’t lie. My job isn’t always easy, so I am proud that I am a resilient and reliable person and have stuck with it for so long. I am proud I have never had a sick day in almost 7 years. I am also proud of taking part in the Irish Cancer Society Shave your beard or dye your hair challenge. I dyed my hair pink!  My biggest claim to fame – I think anyway is my voice has been used for the Luas Customer Service voicemail!

Did you have role models?

Yes, I do have role models, I would look up to my Manager Aoife and my previous Managers Nikki and Dervla. They have helped me to grow and work on my confidence and inspire me to strive for greatness and success. I am also not afraid to ask any other members of management for their advice when I need it.

Your advice for a future employee?

Always keep smiling, be reliable and be flexible. If you are not sure always check with someone. Don’t take things personally. if a call turns into a bad one, do not hesitate to ask me for help. My motto which was passed down to me and that I always say to the new agents is “Less is more”. Oh, and tomorrow is always a better day!

How can we help you to move forward?