Responsible for the punctuality and reliability of train services on the route, liaising with colleagues across the company to develop improvement plans. Responsible for the management of a team of 15 staff, based at the Service Delivery Centre (Control) at Upminster, as well as the train planning and performance analysis functions. Key interfaces with Network Rail, ATOC, DfT, Passenger Focus and the ORR. Responsible for developing and maintaining the Passenger Information During Disruption (PIDD) processes and the improvement actions.Member of the National Task Force Operators Group and the ATOC Information Development Group.Undertaking 3rd Line On-Call responsibility for the company. Part of the EFQM self-assessment team for the company.

Responsible for the reporting and analysis undertaken by the Performance team, the production of performance action plans and the investigation of Delay Attribution, in accordance with the Delay Attribution Guide.Established the "Right Time Every Time" initiative which improved Right Time performance from 73% to 82% in 2 years. My efforts in this area earned me nomination in 2011 in the Institute of Railway Operators - Individual Operator of the Year category - where I was Highly Commended.Began the c2c Twitter feed as an aside from the responsibilities of this role, identifying best practice from other operators and elsewhere in the Travel sector, with the aim of improving the passenger information offer during disruption. This gained widespread senior level and customer support. The feed has since grown to have over 35,000 followers and is now staffed 24/7. Nominated Quality Representative for the department in its ISO9001:2008 certification.Undertaking 2nd Line On Call for the company.

Transferred to c2c when the Silverlink franchise ended.Undertaking Performance data analysis and reporting for the Head of Performance and the Performance Delivery Manager.

National Technical Official for the Basketball tournament at the London 2012 Olympic Games.As part of the scorers table, responsible for the accurate recording of the score, correct operation of the score board equipment and operation of the shot-clock devise in accordance with the rules of the sport; working with colleagues from across the UK and liaising directly with referees and commissioners from around the globe.Amongst the 14 games officiated, my tournament concluded with my officiating of the Women's Gold Medal Match at the O2 Arena.

Joined Silverlink as part of the LondonLines organisation which provided HQ functionality for c2c, Silverlink Metro and Silverlink County. As a Perfornance Analyst I was responsible for maintaining train service performance data and undertaking reporting and analysis requests for route based teams who required information to assist them in improvement of train service performance.