Jacob Menz
Spring Farm,NSW
Summary
Adept at orchestrating seamless service recovery and customer journey continuity, I leveraged critical thinking and strong customer focus during my tenure at NSW TrainLink. Skilled in coordinating with stakeholders and managing incident reports, my proactive approach ensured safety and efficiency, significantly enhancing operational support and stakeholder satisfaction.
Overview
14
14
years of professional experience
Work History
Network Services Coordinator
NSW TrainLink
10.2023 - Current
- Coordinate response and recovery of incidents and events on the intercity and regional rail network in line with the Incident/Emergency Management Plan (IEMP).
- Monitor all NSW Train & Coach operations ensuring the capture of relevant delay information into reporting systems.
- Coordinate and implement alternative transport and journey plans for customers impacted by train and coach service disruptions ensuring investigation into the nature of disruptions and recommendations for corrective action.
- Coordinate the timely and accurate provision of communication and information through the use of customer information digital systems.
- Communicate and work collaboratively with key stakeholders to ensure the efficient and seamless delivery of service delivery.
- Coordinate and deploy alternative transport suppliers, supporting customer journey during serviced disruptions and emergencies.
- Provide real time responses and alternative journey plans to rail and coach delays impacting NSW TrainLink customers, working under pressure in a high volume and dynamic control room environment.
- Manage competing priorities requiring urgent resolution and maintaining key relationships, both with internal and external stakeholders that often have competing requirements.
Air Traffic Management Information Specialist
Airservices Australia
02.2011 - 10.2023
- Maintained and updated real-time information regarding all inbound and outbound flights within Australian airspace.
- Provided first response to emergencies, coordinating with internal and external emergency services.
- Created safe and efficient flight paths during emergency situations, ensuring the safety of all persons in-air and in-ground.
- Provide real-time information to air traffic controllers, customers and stakeholders.
- Answered all inbound queries regarding expected ETA on flights
- Create optimised flight schedules to optimise fuel and manage fatigue
- Provided first line of response to all customer concerns, complaints and questions.
- Updated staff rosters and resources to fill vacancies left by sick leave and staff absence.
- Identified, analysed, resolved and reported hazards and procedural issues affecting or potentially affecting safe and timely outcomes
- Complied with all WHS legislation as well as employment agreements regarding staff allocations.
Education
High School Diploma -
Hennessy Catholic College
Young11.2006
Skills
- Problem solving
- Short and long term planning experience
- Critical Thinking
- Detail oriented
- Conflict resolution/negotiation skills
- Team oriented
- Strong customer focus
- Safety conscious
Timeline
Network Services Coordinator
NSW TrainLink
10.2023 - Current
Air Traffic Management Information Specialist
Airservices Australia
02.2011 - 10.2023
High School Diploma -
Hennessy Catholic College
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