To deliver the safe and reliable operation of the Southeastern train service by leading the effective management processes in the service deliver teamLead, inspire, motivate, manage and develop Southeastern staff within the Kent Integrated Control Centre to improve Southeastern Trains operational performance, and optimise passenger service through collaborative working with Network Rail and other stakeholders through the rail industry.

Title: Passenger Experience Delivery Manager Company: Southeastern From: June 2019 – Present Description:Currently overseeing a team of 9 Train Service Managers to deliver safe and effective operational management of critical railway infrastructure and customer operations for one of the UK’s largest rail operators.Leveraging the Airwave Radio system expertise to spearhead a project to deploy these radios to our Driver Managers and Engineers involved in emergency incidents. This initiative aims to enhance and streamline real-time communication among all stakeholders on the scene, thereby increasing the efficiency and effectiveness of incident management and service recovery.Working closely with Network Rail and overseeing essential infrastructure for our trains. In case of malfunctions, like signalling or track issues, ensure swift repairs to manage Southeastern's rail service efficiently and maintain clear communication with the public.Accountable among Network Rail engineers seeking network blocks for repairs and questioning and understanding their requests, collaborating for optimal outcomes for passengers.Skills: Customer Experience, Project Management, Service Delivery, Stakeholder Management, Leadership, Quality Assurance, Problem Solving, Team Management, Communication, Operations Management, Strategic Planning, Data Analysis, Change Management, Risk Management

THE METROPOLITAN POLICE SERVICE | FEBRUARY 1989 – JUNE 2016Hired across several roles as a member of Police Staff for the UK’s biggest Police Service.Shift Manager• Responsible for first and second-line supervision of a 150-member team, including conducting annual appraisals, performance reviews, and overseeing discipline hearings.• Managed 999 and non-emergency telephony performance on a shift basis, overseeing the subsequent police response across 11 South East London Boroughs. Recognised for leading the control room resourcing regarding the Lee Rigby and 7/7 London terrorist incidents and ensured that there was enough staff to cover daily policing duties across SE London.• Effectively coached and mentored five supervisors, enabling them to achieve promotion to the position of Shift Manager.Deputy Centre Manager• Achieved a 10% reduction in call handling times, enhancing customer satisfaction and exceeding all Service Level Agreements.• Lowered staff sickness rates by 15% through coaching, mentoring, and supporting first- and second-line managers in effectively addressing each case.• Managed first- and second-line responsibilities for a team of 100 managers and supervisors, overseeing a centre comprising 800 staff.Control Centre Operator• Conducted quick and efficient risk assessments regarding incoming incidents.• Identified and advanced lines of inquiry to ensure the pursuit of evidential opportunities at the earliestpossible stage.• Liaising with other Emergency Services and Partner Agencies.Specialised support roles• Worked across specialist departments and teams across the organisation, contributing in a support function to enhance overall operational efficiency and collaboration.