JAMES KEENE
Gosford,NSW
Summary
Hardworking Information and Social Media Officer with excellent verbal and written communication skills. Knowledgeable about writing releases, updating social media and coordinating campaigns. Ready to bring 9 years' experience to a challenging new role.
Overview
13
13
years of professional experience
Work History
Transport Information Officer (TIO)
Transport For NSW
01.2024 - Current
- Played a pivotal role in unplanned communication through effective messaging strategies.
- Provided timely, accurate, and relevant information to support Live Traffic and other social media channels.
- Established strong relationships with internal and external stakeholders through effective communication and information exchange strategies.
- Improved team cohesiveness through effective collaboration with fellow operators, ensuring seamless operations during shift changes.
- Answered to motorist enquiries in relation to Live Traffic information.
- Communicated planned information about roadworks and majors events to the public.
Social Media & Customer Information Officer
Sydney Trains
01.2020 - Current
- Provided customer service through responding promptly and professionally to inquiries received via social media platforms for Sydney Trains.
- Coordinated with other departments to ensure timely promotion of events, product launches, and other important announcements via social media channels.
- Worked closely with internal teams in creating cross-functional promotional materials for maximum reach across multiple communication channels.
- Streamlined social media management by implementing efficient tools and software to schedule, track, and measure performance metrics.
- ·Supported the delivery of projects within Customer Information Unit including developing project plans, schedules, monitoring, reporting, and training to ensure that projects are implemented to agreed time, cost, and quality standards.
- ·Prepared briefing notes, ministerial responses and review other relevant post incident documents Report on the current status of projects and business as usual operational activities to support informed decision making to identify improvements in service delivery and quality.
- ·Supported the development of project reporting including gathering information and data and generating reports for projects to ensure effective project monitoring.
Trackwork Information Officer
Sydney Trains
01.2020 - 01.2022
- Produced the Trackwork Reference Guide and send TRG to distribution (TRG).
- Updated Future Trackwork Calendar.
- Created Trackwork Bussing Maps.
- Provided Guards Announcements.
- Validated the weekend Trackwork information and timetable data in the Trip Planner and Apps.
- Published possession/bussing info in Trackwork Index.
- Provided Ministerial reports.
- Communicated and set online weekday and night PIMGR messages.
Customer Service Attendant
Sydney Trains
01.2018 - 01.2020
- Built strong interpersonal and communication skills.
- Precisely identified passenger requirements.
- Learned great knowledge of the network including routes, connections (e.g. bus and ferries) and ticket systems.
- Provided a positive customer focus and a strong understanding of safety protocols.
- Resolved customer complaints effectively, ensuring a positive experience and maintaining loyalty.
- Provided support during peak hours, contributing to smooth operations and minimal wait times for customers.
- Streamlined processes for handling inquiries, reducing wait times and increasing efficiency.
- Organized records of all customer interactions, ensuring accurate documentation for future reference or follow-up purposes.
Social Media Assistant
Newcastle Jets
01.2017 - 01.2018
- Captured content from game day to use on all social media platforms.
- Drafted match reports, collected and re-produced statistics and live-tweeted games.
- Liaised with photographers to provide images to media outlets.
- Boosted customer engagement through regular posting of relevant and interactive content on various social media platforms.
- Maintained company's online social presence and created branded communications for social media campaigns.
- Identified opportunities and scheduled daily posts promoting company brand, events and special offers.
- Monitored KPIs and analyzed performance reports to determine future directions for social media.
Production Assistant
NRL Films
01.2016 - 01.2017
- Worked within a data capture process, providing game footage to several stakeholders.
- Liaison for host network in Open Broadcast environment.
- Maintained a safe and clean work environment, contributing to overall team productivity.
- Boosted overall team morale through proactive problem-solving and open communication practices.
- Completed wide range of tasks in diverse filming areas to support operations.
- Provided reliable administrative support for the production team, enabling efficient task completion.
Marketing Assistant
Blackrock Promotions/Pain Away Australia
01.2014 - 01.2016
- Assisted the Marketing Manager to implement key project outcomes on time and to budget.
- The production of marketing materials and content creation across traditional and digital channels.
- ·Point of contact for exhibitions and marketing events.
- Assisted with the collation of information for promotional literature.
- Using CMS and other relevant systems to distribute digital content.
- Managing events, booking venues, and ordering marketing materials.
- Updated spreadsheets with statistical, financial and non-financial information.
- Increased brand awareness by implementing targeted marketing campaigns and social media strategies.
- Collected, analyzed and summarized data and trends to provide marketing tracking and research.
Retail Area Manager
Stone Shoes
01.2011 - 01.2013
- Recruiting, managing and training staff.
- Maintaining budgets through monitoring financial statistics and records.
- Formulating pricing policies, running sales promotions and designing promotional displays.
- Handling customer complaints and queries and ensuring they have the best shopping experience.
Education
Advanced Diploma of Business, Communications & Marketing -
APM College of Business And Communication
Advanced Diploma of Management -
Newcastle College
Higher School Certificate -
St. Edwards Christian Brothers College
Skills
- Office 365 suite & Microsoft Office - Advanced
- Microsoft Flow & Power Automate - Intermediate
- GSuite - Intermediate
- Adobe Photoshop - Advanced
- Reporting & data analysis
- Social Media Marketing
- Sales, marketing & customer operations
- Task coordination and allocation to achieve customer service and business objectives
- Actively identify customer needs and effectively problem solve
- Identify and improve efficiency in business operations
- Stakeholder engagement and developing effective working relationships with customers
- Account reconciliation and budgeting
- Managing social media accounts and publishing content for a range of platforms
- Stakeholder Analysis
- Team Management
References
- Nicole Stapleton, Trackwork Information and Communications Manager, Sydney Trains, 0466544006
- Haydn Lock, Social Media Team Leader, Sydney Trains, 0422 890 691
- Peter Spiteri, Customer Information Unit Manager, Sydney Trains, 0427 645 483
- Scott Thompson, Senior Transport Information Manager, Transport for NSW, 0435 845 447
Timeline
Transport Information Officer (TIO)
Transport For NSW
01.2024 - Current
Social Media & Customer Information Officer
Sydney Trains
01.2020 - Current
Trackwork Information Officer
Sydney Trains
01.2020 - 01.2022
Customer Service Attendant
Sydney Trains
01.2018 - 01.2020
Social Media Assistant
Newcastle Jets
01.2017 - 01.2018
Production Assistant
NRL Films
01.2016 - 01.2017
Marketing Assistant
Blackrock Promotions/Pain Away Australia
01.2014 - 01.2016
Retail Area Manager
Stone Shoes
01.2011 - 01.2013
Advanced Diploma of Business, Communications & Marketing -
APM College of Business And Communication
Advanced Diploma of Management -
Newcastle College
Higher School Certificate -
St. Edwards Christian Brothers College
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