Source: SBB CFF FFS

I spent a formative period at SBB CFF FFS (Swiss Federal Railways) where I gained valuable front-line and back-office experience in both customer service and internal operations.

Ticket Office

I began at the ticket office in Lausanne, where I quickly got to grips with the core sales processes. In addition to issuing standard tickets, I supported and advised clients on:

• Travel insurance

• Currency exchange

• Travel cards and subscriptions

• SwissPass applications

• Western Union transactions

This role taught me the importance of clear communication, fast problem-solving, and identifying opportunities to add value for customers. I became particularly confident with upselling and cross-selling, always aiming to match clients with the most suitable services for their journeys.

Timetable Planning & Internal Operations

Later, I joined the timetable planning office, where I assisted the team with various administrative and coordination tasks. My work included:

• Taking and preparing meeting minutes

• Assisting with presentations and team updates

• Participating in customer experience testing on specific lines

This internal role gave me a broader perspective on how strategic planning impacts customer satisfaction and daily operations. Due to COVID-19, large-scale projects were limited, but I made the most of the responsibilities available during this period.

Return to Ticket Office (COVID-related)

As the pandemic significantly impacted the aviation industry, my scheduled move to Swiss was delayed by a year. I returned to the Lausanne ticket office, where I resumed my customer-facing responsibilities. This allowed me to continue developing my service skills and deepen my experience working under pressure, especially during a time of uncertainty and change for the public transport sector.

My time at SBB CFF FFS gave me both front-line customer service experience and insight into the administrative operations behind the scenes. It strengthened my adaptability, taught me how to navigate unexpected changes, and prepared me well for my transition into the aviation industry.