Responsibilities:• In conjunction with the National Network Manager undertook regular bus network reviews. • Prepared and developed paper submissions for network changes for submission to TransLink and the State Government. • Developed strategies through data analysis to optimise network performance. • Undertook regular reviews and developed process improvement strategies to optimise the efficiency of the roster. • Managed temporary planned network interruptions. • Liaised with schools and participated in the planning work for school services. • Analysed ticketing and operational data to identify areas for improvement. • Led and project managed network changes. • Ensured the state's Scheduling System is maintained as per contractual requirements. • Maintained and monitored data for planned service changes in the State's Scheduling System • Monitored the performance of the roster against budget. • Act as a reporting line to two Network Officers and a Roster Officer located in different geographical locations. • Maintained and updated website with the latest Runsheet’s, service changes on existing routes and information on new routes. Achievements:• Designed and maintained a weekly performance monitoring report in Excel for four depots to ensure contractual targets with TransLink and PTV are met or exceeded for the financial year.• Successfully Delivered yearly school review changes in partnership with TransLink to provide an effective and efficient service to meet increased demand from schools.• Improved early running performance by reducing the FY19 performance from 4% to 2.5% in FY20 against a contractual target of 3.5%

Responsibilities:• Lead and co-ordinated the capacity planning process for Victoria, Tasmania, South Australia, and Northern Territory regions in conjunction with key stakeholders. • Developed optimal resource strategy by utilising Excel and Tableau. • Participated and lead in projects that are identified as being critical to the region delivering the Business Plan. • Health-checked the strategy to ensure actual is in line with business plan. • Modelled resource initiatives that will deliver an improved customer experience and cost reduction. • Highlighted resource shortfalls and/or surpluses that may require recruitment and/or staff reductions. • Understood and interpreted future trends that will have an impact on resource strategies. • Lead the Region’s Business Plan resource modelling through the engagement of Operation, Business Management, and key stakeholders within the Region. • Provided a monthly balanced resource plan based on the latest forecast and Regional resource strategy. • Investigated training/upskilling opportunities for the field and communicate findings to the stakeholders. • Maintained a running Plan vs. Actuals data report on Annual Leave, Long Service Leave, forecast accuracy and workforce numbers. • Developed and assisted in initiatives to improve processes and escalate any non-compliance issues. • Complied with Telstra policies, HS&E and Telstra Values. Achievements:• Recognised for great teamwork in applying a national strategy into the planning cycle.• Lead the capacity planning team for Project Focus which was a business initiative to investigate scope for possible field reductions in targeted districts which resulted in a reduction of 5% in overhead costs and better utilisation of the workforce.

Responsibilities:• Pre-Planned workload in advance by allocating and dispatching tasks to the Chubb technicians and sub-contractors for each day of the week.• Managed priority projects for large Businesses, Health Providers, Government Departments and Brisbane City Council by working with the field supervisor to ensure Technicians and the correct parts and equipment are secured in a timely manner to meet stringent deadlines.• Managed Brisbane Metro and Gold Coast Area Planning by negotiating required Technicians within the business unit in addition to arranging sub-contracted services and equipment.• Generated, Planned, Prioritised and Scheduled customer service requests as well as on the day requests from the Service Manager and the Field Supervisor.• Monitored the backlog for tasks that are awaiting parts or require specific inductions and ensure they are followed up on and completed in a timely manner.• Organised work packages and ensure correct charges are applied to service requests• Ensured maintenance schedules for customer supplied equipment are attended to in the required time frame as outlined on their contract.• Updated Knowledge and skills of the electronic security industry by attending training sessions.• Complied with EEO policies, HS&E and Chubb Electronic Security and UTC Values.

Responsibilities: • Managed Brisbane Metro Area Planning by negotiating required glazing resources within the business unit. • Pre-Planned workload a week in advance by allocating jobs to 15 to 20 Glaziers for each day of the week. Deployed work to Glaziers on a daily basis. • Analysis of scheduled jobs to ensure efficient travel times. • Scheduled high priority tasks as well as on the day requests from the Planning Team and the Call Centre. • Managed priority projects for large Businesses, Government and Health Providers by working with field managers to ensure glazing resources and specialised glazing equipment are secured in a timely manner to meet stringent deadlines. • Worked closely and liaise with Glaziers and builders to ensure glazing products being installed are to industry code. • Worked with factory floor staff to ensure glazing stocks are available for current and future projects. • Monitored and investigate disputes and complaints from customers. • Updated Knowledge and skills of the glazing industry by attending training sessions. • Complied with EEO policies, HS&E and O'Brien Values.

Responsibilities: • Developed and implemented reporting/forecasting methodologies, processes, and tools to maximise effective utilisation of UGL labour resources. • Worked with project teams to establish Assessment Summaries for blue collared workers in times of over-allocation and manage workforce reductions in consultation with HR. • Co-ordinated with Project and training teams to ensure competence and capability of individuals is best matched to current and future intended roles. • Researched and analysed historical data to identify peaks and troughs in labour utilisation. • Communicated detailed resource and demand requirements to the Human Resource (HR) team to initiate timely recruitment of roles. • Assisted the HR Manager with the interpretation of policies, procedures, and safety management plans. • On-Boarding of power transmission resources to respective projects. • Co-ordinated site and corporate inductions and training packages in conjunction with HR and training teams for both local and international linesman resources. • Conducted gap analysis on skills and tickets required for different roles types. • Allocation of manpower resources to each current and future projects. • Maintained and distributed resource planning programs and spread sheets in close co-operation with the Operations Manager. • Worked with Supervisors and Construction Managers to ensure even spread of skills/competence between the various crews. • Co-ordinated the implementation of KPI’s and metrics around workforce planning. • Identified process improvement opportunities in consultation with the HR Manager to increase operations performance. • Co-ordinated with the training team to ensure training opportunities are understood and realised during periods of under-allocation. • Assisted the Operations Manager to establish relationships with strategic labour hire and specialist sub-contract suppliers to cover short term peaks in workforce requirements.

Responsibilities:• Performed accurate prediction and analysis of workflow demand to manage resources.• Provided root cause analysis of any workforce and work load gaps to other business units.• Liaised with Resource Coordinators and other business partners to relocate resources to areas with identified surplus or shortfalls by skills and location.• Utilised forecasting tools and historical data to foresee surplus or shortfalls in resources and demand 14 days in advance.• Management of Remote Area Planning by negotiating required resources within the business unit, and in consultation with the Resource Coordinator.• Scheduling of medicals and high priority tasks as well as on the day requests from the region.• Managed priority projects for Government and Health Providers to ensure resources and specialised equipment are secured in a timely manner to meet stringent deadlines.• Updated Knowledge and skills by utilising online based training tools and by attending training sessions.• Resolved customer complaints and appointment issues directly with customers and ensure Customer Service Guarantee times are met.Achievements: • Continually met and exceeded KPI requirements set by the business unit within the 93% benchmark.• Received letters of appreciation and recognition from the region and from the business unit for delivering excellent results.

• Performed accurate predictions of workflow demand to manage resources in real-time.• Micro management of Remote Area Planning by negotiating required resources within the business unit, and in consultation with the resource coordinator.• Direct assigning medicals and high priority tasks as well as on the day requests from the region.• Resolved customer complaints and appointment issues directly with customers and ensure Customer Service Grantee times are met.• Managed high-level orders for Government and Health Providers to ensure resources are secured in a timely manner to meet stringent deadlines.• Monitored all TOW assigned to technicians on the day.• Scheduled all TOW on the day in-line with scheduling procedures, technician availability, skills and preferred work locations.• Secured alternate resources when there are appointment issues and ensure customer expectations and Customer Service Guarantee times are met.• Managed on the day risks and escalate where required.• Comply with EEO policies, HS&E and Telstra Values.• Proficient in usage of Click Software, Start, Axis, Aims, Repip and Siiam.

• Scheduled installations and appointments with Telstra Activation Group and Telstra Dealers.• Performed all aspects of sales while analysing customer problems, complaints, and concerns regarding billing/phone/Internet and propose quick solutions.• Performed accurate analysis on corporate customers' telephone bills and present all findings whilst proposing solutions for their communication needs in detailed reports using Microsoft Word and Excel. • Performed customer service and after sales support by making follow up calls and liaising with relevant service departments within Telstra.• Single point of contact for stakeholders and customers.• Performed root cause analysis of impacting issues and escalations to identify and recommend improvements to improve customer experience.• Utilised product knowledge to ascertain customers' telecommunication needs.• Comply with EEO, HS&E and Telstra Values.