Brian Calloway
Seaford
Summary
Results-driven Operations Control Leader with a strong track record in managing network performance, disruption response, and service delivery across complex, high-pressure environments. Skilled in coordinating large-scale operations, leading cross-functional teams, and implementing strategic solutions that improve reliability and customer outcomes. Known for calm decision-making under pressure, clear communication, and a commitment to operational excellence.
Overview
15
15
years of professional experience
Work History
Customer Control Supervisor
V/Line
02.2021 - Current
- Developed and implemented communication policies to ensure accurate, timely information was consistently provided to key stakeholders including the Department of Transport (DoT), Public Transport Victoria (PTV), V/Line Executive and Senior Leadership Team, frontline staff, partner transport operators, and regulatory bodies.
- Designed, refined, and implemented operational systems and procedures to support the introduction of new technologies, service plans, and regulatory changes.
- Developed and maintained performance management frameworks, including training plans for 10 staff members and SMART KPIs, to support the development and accountability of all direct reports.
- Oversaw day-to-day operations of V/Line's scheduled train and coach services, while identifying and implementing innovations to enhance customer outcomes.
Communications and Disruptions Officer
V/Line
05.2016 - 02.2021
- Collected, analysed, and delivered timely and actionable service communications to internal and external stakeholders.
- Managed customer service projects and maintained information systems including the V/Line website and Passenger Information Displays (PIDs).
- Compiled and delivered on-time performance reports to PTV, the Office of the CEO, and the Customer Experience team at V/Line.
- Supported the Customer Relations team in resolving feedback cases related to service disruptions and customer information.
Train Conductor
V/Line
02.2010 - 04.2016
- Ensured the safe, on-time operation of regional services through strict adherence to rail safety protocols and operational procedures.
- Acted as a key liaison between onboard crew, station staff, and Network Control during routine service and disruptions.
Education
Effective Communication -
Australian Institute of Management
Melbourne, Victoria10.2022
Leadership And Strategy in Communications -
Australian Institute of Management
Melbourne, Victoria07.2021
Associated Degree of Business in Business Administration -
Cheyney University
Cheyney, Pennsylvania06.2004
Skills
- Communication skills
- Problem-solving skills
- Leadership skills
- Adaptability
- Process control expertise
- Purchase orders
- Deadline management
- Workflow control
- Excellent communication
- Operational efficiency
Timeline
Customer Control Supervisor
V/Line
02.2021 - Current
Communications and Disruptions Officer
V/Line
05.2016 - 02.2021
Train Conductor
V/Line
02.2010 - 04.2016
Effective Communication -
Australian Institute of Management
Leadership And Strategy in Communications -
Australian Institute of Management
Associated Degree of Business in Business Administration -
Cheyney University
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