Responsible for the management and delivery of combined operational, customer and maintenance performance of Sydney’s state of the art Rail Operations Centre (ROC), including daily executive liaison and reporting. I uphold the customer centric culture by placing the customer at the forefront of operational train control and incident management decision-making.I lead multiple work streams to collaboratively drive continuous improvement, providing strategic leadership during network incidents to ensure fast, safe and efficient service recovery. Identifying and implementing strategies to overcome causes of poor operational performance, including examining on time running performance and developing strategies to mitigate future incidents.

Responsible for delivering the business and strategic objectives of Qantas Ground Services during its $2 billion transformation program.Covering both International & Domestic terminals; I led Ramp, Baggage and Fleet Presentation teams to achieve and improve safety, on-time performance, and employee engagement. I drove the implementation of key strategic change projects which improved operating values, systems and processes necessary to achieve operational excellence and streamline the business.Key Achievements:★ Led the startup of client operations for American Airlines & British Airways at Sydney Airport.★ Facilitated the introduction of 35 minute turns, increasing aircraft utilization and improving on time performance.

Directly responsible for managing all operational functions associated with the Sydney Light Rail network, ensuring the provision of quality, safe and reliable transport services. I focused on day to day operational troubleshooting, incident management and coordination of organised responses to ensure the best possible service and safe travelling conditions. I led the performance management of a unionised workforce, process improvement initiatives, business strategy planning and client reporting (Transport for NSW).Also the Operations Manager of the Sydney Monorail from April 2010 until its eventual closure in July 2013.Key Achievements:★ Consistently achieved over 99.5% service reliability, contractual KPIs and 94% in the Transport for NSW Customer Satisfaction survey resulting in contract renewal (Sydney Light Rail).★ Developed and executed operational readiness plans for the extension of the Sydney Light Rail network in March 2014, increasing passengers by 2 million a year (Sydney Light Rail).★ Successfully created bespoke rail and bus operational plans for special events such as New Years Eve, Vivid and network shutdowns (Sydney Light Rail).★ Led the decommissioning and final weekend of operation on the Sydney Monorail network raising $70,000 for children’s charities (Sydney Monorail).

Managed a 24 hour operation delivering and collecting around 5,000 shipments each day. Responsible for the operation, fleet, facilities, resources and the provision of shipment processing.I ensured the execution of these services to defined service, cost and quality standards whilst achieving targeted improvements in operational performance measures to ensure we remained competitive. Key Achievements:★ Youngest appointed DHL Express Depot Manager in the UK. ★ Achieved top 3 national performance ranking out of 90+ Depots.★ $140,000 annual reduction in Depot costs through introduction of contract couriers. ★ Reduced absenteeism from 7% to 3%.★ Successfully introduced home delivery network to meet changing trend in consumer shopping.★ Increased business acquisition and strengthened customer relationships.

Enhanced DHL’s IT systems and equipment resulting in improved productivity, processes and cost reductions. This enabled the integration of two historical business by sharing information in regional/global standards. I was responsible for designing, testing and implementing new applications/equipment which enhance the IT infrastructure, yielding benefits for the operation and customers. Key Achievements★ Achieved $18m savings through national delivery route planning project which streamlined operations and reduced national fleet size by over 70 vehicles ★ Selected to represent the UK for European next generation courier scanner project.★ Played a key role in designing, testing and implementing a new software operating system (SABRE) for all UK Depots.