Following a 3-month period as interim between January & March 2023, I was promoted into this role permanently in April 2023. My responsibilities include:• Collation & Delivery of AWC Operational Improvement Plan; included Schedule 7.1 forecasting, and subsequent submissions for FY24 ABP. • Lead for Operational Readiness across AWC, including Timetable & Roster Change, Strikes, Events, Ops Systems, Traincrew Forecasting & Engineering Work.• Delivery of Major Events across AWC network, including HM King Charles III Coronation in London & Eurovision in Liverpool on consecutive weekends. • Lead for strategic operations systems suite changes. • Lead for the development of the Operations Annual Business Plan, and supporting with KPI discussions between AWC & the DfT. • Level 3 Gold Command On-Call responsibility.The role title for this role was originally Head of Operations Programme Delivery

- Development of an assurance risk register & mitigation activity.- Leading governance for timetable change assurance programmes.- Implementing governance surrounding timetable assurance and the Operations Delivery Steering Group.- Supporting target setting process for Schedule 7.1 and presenting to the Department for Transport.

- Management of Joint Performance Improvement Plans for Kent Route and Southeastern.- Author of the Joint Performance Strategy 2020 - 2021, Co-Author 2021 - 2022.- Chair of Incident Reviews for performance affecting incidents on the Kent Route.- Oversight of local performance management groups. - Line Management of both Network Rail and Southeastern Colleagues.- Line Management of a Graduate Trainee.- Contract Management for London Bridge Paramedics- Industry Best Practice Lead- Lead for Committed Obligations & Business Plan Commitments - Station “Bronze” contingency during Industrial Action

- Day to day management of the station in peak and off peak hours, in addition to being line manager for a team of 43 in both Operational, & Customer Facing roles. - Management & Development of a Graduate Trainee- Conducting Attendance and Disciplinary investigations & hearings, dealing with Operational Incidents, completing Station Audits and Ticket Office Audits. - Overseeing various customer journey touch points on a daily basis, helping assist passengers, regularly dispatching trains in peak hours, and supporting in the Control Point. - Operationally Competent at both London Bridge & London Cannon StreetAdditional Projects:- Working on local projects to improve the Customer Experience, creating initiatives to help during disruption which are in the process of being created across the north of the Southeastern network. - Lead at London Bridge for Performance with increasing responsibility for reducing sub threshold delays & improving service daily running. - Filmed & Edited a Customer Journey video alongside colleagues from various parts of the business, which is in the process of being rolled out.

Rail Operation Graduate Scheme with Go-Ahead's 3 UK based Train Operating Companies: London Midland, Southeastern & Govia Thameslink Railway London Midland - Graduate Station Manager, Nuneaton, (July 2016 - December 2016)- Focused heavily on improvement projects, including customer service improvements, closing out environmental non conformities and improving relationships with the local council. - Worked on the introduction of the Class 230. Although at the time the project was cancelled, the work I did for the stations brief was kept and used in the new franchise. - Re-Wrote risk assessments including PTI, Train Dispatch & Winter Weather.Southeastern - Train Planning & Driver Management, (January 2017 - June 2017)- Co-Created a service disruption plan for train stock for differing eventualities, which was rolled out through the Control Centre.- Worked on a plan for re-timing & replanning High Speed 1 services, successfully achieving the objective of Dover in 1 hour. - Experienced 2 weeks in Kent Integrated Control Centre during a major derailment - saw and understood the importance of clear & concise communication. Govia Thameslink Railway - Graduate On Board Service Manager, London Victoria, (July 2017 - December 2017)- Trained & worked as an On Board Supervisor, working in regular service & during industrial action days.- Co-Managed a team of 70 On Board Supervisors at Victoria Depot through a period of change.Regularly Audited OBS’s on Customer Service, providing feedback & tips for continuous improvement. GoVia Bid Team, (Various Secondments): - Worked on projects feeding into the Stations workstream for both the West Midlands & South Eastern rail franchise bids.

Responsible for a team of 15 staff working across various shift patterns and hours.Experience gained in leadership and communication within a team.Opportunities taken to step up when required and create solutions to key problems.Training opportunities: personal resilience, staff development, and recruitment.

Experience in giving high levels of Customer Service.Developed in dealing with a variety of staff and departments across union and university.Methodological approach to financial matters such as ticket selling.Demanding role with conflicting responsibilities. Learned importance of balancing commitments between work and my university studies.

Planned, compiled and presented a weekly slot on Leeds Student Radio.DJ’d in the Union and other clubs and venues in Leeds, Kent and Scotland.Interviewed Radio 1 DJ, Danny Howard & artists, Third Party. Taught me new production, verbal and presentation skills.Won the award “Best Music Show”, Christmas 2014. Nominated for best interview with Danny Howard was also nominated for an award. For a period during this time, I was also a resident DJ in a large Kent music venue.