Summary
Overview
Work History
Education
Skills
Timeline
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EMMA KENTON-TODD

Summary

Experienced professional with a background in community engagement, communications and operations within the rail industry, spanning seven years. Possessing a degree in visual arts, I bring a unique blend of creativity and strategic thinking to my work. Known for my personable demeanor and strong problem-solving skills, I excel in managing key stakeholder relationships and executing engagement activities. With a keen eye for identifying and mitigating reputational risks, I provide valuable advice to project teams and craft effective responses to stakeholders.

Overview

13
13
years of professional experience

Work History

Community Engagement Advisor

KiwiRail
05.2022 - Current
  • Coordinate public enquiries and complaints received online, by phone or email. Liaise with railway neighbours, employees, contractors, councils and other stakeholders to help manage enquiries and complaints.
  • Supported and delivered rail safety campaigns, including the annual New Zealand Rail Safety Week.
  • Supported community events to communicate the value of rail to the wider public and spread the rail safety message
  • Support projects (e.g. to build new rail infrastructure) and develop and manage proactive processes and programmes to address community issues and concerns.
  • Helped Identify opportunities and develop communications across all media to continue to improve relationships with stakeholders

Train Manager/ Relief Onboard Service Manager

KiwiRail
09.2017 - 05.2022
  • Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Delivered exceptional level of service to each customer by listening to concerns and answering questions.
  • Worked closely with Onboard Crew to maintain optimum levels of communication to effectively and efficiently run a shift onboard.
  • Identified issues, analyzed information and provided solutions to problems.
  • Oversee the day to day operational running of the TranzAlpine & Coastal Pacific trains.

Train Attendant

KiwiRail
08.2017 - 09.2019
  • Offered timely and skilled emergency response and performed CPR or first aid.
  • Provided boarding assistance to elderly, sick or injured people.
  • Served passengers food and beverages and dispensed items for comfort and entertainment.
  • Kept close eye on passenger behaviour and watched for injuries, illnesses and disputes.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Regional Manager

Asian Garden Hospitality
06.2016 - 07.2017
  • Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
  • Leveraged profit opportunities by recruiting top talent and managing brand image to exceed plan performance.
  • Held weekly meetings with Restaurant Managers to identify techniques to overcome sales obstacles
  • Established and maintained operational standards for 5 Restaurants In Christchurch/Nelson
  • Conducted orientation sessions and organized on-the-job training for new hires.

FOH

Asian Garden Hospitality
07.2011 - 06.2016
  • Assisted servers with delivering food, filling beverages and retrieving items for guests.
  • Helped guests at any table when in need of assistance.
  • Reset tables between guests by restocking low items and wiping down surfaces.
  • Prepared alcoholic beverages such as standard cocktails for guests.
  • Established welcoming atmosphere by greeting each guest warmly.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.

Education

Bachelor of Design - Applied Visual Arts

Christchurch Polytenic Institute of Technology
Christchurch
03.2016

Certificate in Design - Design And Visual Communications

Christchurch Polytechnic Institute of Technology
Christchurch, CAN
03.2013

Skills

  • Managerial experience
  • Customer service
  • Training & Development
  • Professional communication
  • Stakeholder engagement
  • Conflict resolution
  • Relationship-building skills
  • Stakeholder Management

Timeline

Community Engagement Advisor

KiwiRail
05.2022 - Current

Train Manager/ Relief Onboard Service Manager

KiwiRail
09.2017 - 05.2022

Train Attendant

KiwiRail
08.2017 - 09.2019

Regional Manager

Asian Garden Hospitality
06.2016 - 07.2017

FOH

Asian Garden Hospitality
07.2011 - 06.2016

Bachelor of Design - Applied Visual Arts

Christchurch Polytenic Institute of Technology

Certificate in Design - Design And Visual Communications

Christchurch Polytechnic Institute of Technology

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EMMA KENTON-TODD