Patrick Wu Email & Phone Number

Brookvale

Customer Operations ManagerState Transit Authority SMBC 0082018 - present ACHIEVEMENTS• Rapidly promoted to Customer Operations Manager • Led bus terminal relocation project at Northern Beaches Hospital, driving:• Depot On Time Running (OTR ) rate.• Customer Satisfaction• Contributed to development of improvement initiatives at depot level, across:• Fleet utilisations• Expense reductions and revenue generation• Resource utilisation optimisation • Provided insights to management staff to inform customer experience improvement strategies • Raised profile of Brookvale, leading it to rank 3rd within STA with 97% ratingRESPONSIBILITIES• Leading team of Duty Officers across 3 depots, including:• Brookvale• Mona Vale• North Sydney• Upskilling increasingly high-performing team, by:• Conducting performance reviews and providing on-the-job feedback• Analysing customer feedback and surveys to inform training• Analysing regional operations KPIs in liaison with Depot Managers, to:• Identify success factor trends• Understand operational inefficiencies • Leverage opportunities for performance improvements• Overseeing daily operations • Liaising with diverse stakeholder group, including:• Sydney Coordination Office (SCO)• Local Councils• Traffic and Transport Liaison Group (TTLG)• Road and Maritime Services (RMS)• Supporting contractors to execute projects for optimal operational outcomes

Duty ManagerState Transit Authority Burwood and Tempe Depot2013-2017 ACHIEVEMENTS• Selected to relieve Business Manager for 1 month, including:• Driving patronage across MBSC 6 to 3.3m• Inheriting and finalising Route M41 service review• Initiating review of Rout 526 to improve links with Sydney train and ferry services• Leading team of 6 Schedulers at Southern Regional Office to implement business plans• Increased Depot OTR rate from 88% in 2013 to more than 94% in 2017 for Tempe Depot.• Recommended integrated methodology to improve links between Route 526 with Train and ferry• Received Certificate for Excellent Performance on throughout Burwood depot fuel emergency • Led team of 6 Duty OfficersActing as Depot Manager , including:ACHIEVEMENTS• Advised on Regional Service Plan development for SMBC 006, with suggestions later adopted by TfNSWRESPONSIBILITIES• Supervising Tempe Management team to deliver seamless depot operations, including:• Assessing daily performance and activity • Understanding growing customer needs to evolve service provision • Coordinating program of service reviews• Implementing TfNSW-approved changes to regional services to deliver on SMBC 006

Master'S Degree, Master Of Transport Management

Bachelor'S Degree, Transportation And Highway Engineering