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- Historical Exploration
Simon Di Filippo
Mulgrave,VIC
Summary
Dynamic operational leader with extensive experience at the Department of Transport and Planning, excelling in incident coordination and stakeholder engagement. Proven track record in managing teams and enhancing operational efficiency, while delivering exceptional customer service. Skilled in real-time incident management and fostering effective communication in high-pressure environments.
Overview
11
11
years of professional experience
Work History
Operational Duty Officer
Department of Transport and Planning (DTP)
04.2022 - Current
- Monitor and manage real-time incidents across public transport and road networks, ensuring accurate and timely reporting.
- Coordinate special meetings to provide intelligence to stakeholders during major incidents.
- Escalate high-priority incidents to ensure prompt attention and resolution.
- Draft concise, accurate reports to alert stakeholders about unplanned incidents.
- Maintain regular communication with Duty Managers from transport operators, enhancing information flow and collaboration.
- Support continuous improvement initiatives and contribute to administrative data entry.
- Operate on a 24/7 rotating roster, including on-call components.
Acting Manager Incident & Emergency Response
Department of Transport & Planning (DTP)
12.2024 - 01.2025
- Managed and motivated employees to be productive and engaged in work.
- Oversee incident and emergency response, managing a team of six Duty Officers on a rotating schedule from 6 am to 11 pm.
- Lead real-time incident coordination across public transport and road networks, ensuring timely updates to stakeholders.
- Provide situational leadership, fostering effective communication and decision-making in high-pressure situations.
Customer Response Assistant
Department of Transport (DOT)
04.2021 - 04.2022
- Managed over 100 daily inquiries related to road maintenance and hazards in the Metro South Eastern region.
- Assigned inquiries to relevant departments and coordinated with councils, engineers, maintenance teams, and contractors.
- Provided informed decisions regarding road hazards, escalating critical issues to the Traffic Management Centre.
- Reviewed maintenance agreements and became proficient in the Road Management Act.
- Oversaw the team inbox, managed individual cases, and delivered exceptional customer service.
Customer Resolution Specialist
VicRoads
08.2021 - 04.2022
- Investigated and resolved complex customer complaints, including cases escalated to the Ombudsman’s Office and Government Ministers’ Office.
- Managed compensation claims and conducted fine reviews.
- Provided support to vulnerable customers, including those affected by family violence.
- Logged and tracked complaints across multiple communication channels.
Customer Service Representative
VicRoads
02.2016 - 04.2021
- Managed customer inquiries regarding vehicle registration, licensing, transfer disputes, and licence suspensions.
- Conducted drive tests, served as a drive test auditor, and contributed to designing efficient test routes.
- Performed high-risk vehicle inspections for modified, written-off, and imported vehicles.
- Verified international driver’s licences and implemented fraud prevention measures using advanced tools and manuals.
- Administered learner and hazard tests, managing over 100 daily appointments.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Call Centre Operator
VicRoads
08.2014 - 02.2016
- Handled high volumes of customer calls, resolving transport-related inquiries and complaints efficiently.
- Responded to road traffic management calls and prepared Enquiry Tracking System (ETS) reports.
- Worked closely with technical teams to ensure prompt issue resolution and customer satisfaction.
Education
High School Diploma -
Hallam High
Hallam11-2008
Skills
- Leadership & Team Management: Experience managing teams of up to six Duty Officers, ensuring operational efficiency and effective incident response
- Incident Coordination: Skilled in real-time monitoring, escalation, and resolution of incidents across transport and road networks
- Stakeholder Engagement: Adept at maintaining clear, timely communication with internal and external stakeholders
- Operational Efficiency: Proven ability to streamline processes, optimise workflows, and ensure accurate information delivery
- Customer Service Excellence: Extensive background in resolving complex inquiries and delivering high-quality service in fast-paced environments
Accomplishments
Developed a comprehensive roster for the Operational Response Team, balancing business requirements with staff well-being and effectively mitigating fatigue.
Gained in-depth knowledge of road and public transport networks, encompassing all modes of transport.
Designed an incident reporting matrix for the Operational Response Team, streamlining reporting processes and enhancing clarity in incident management.
Interests
Timeline
Acting Manager Incident & Emergency Response
Department of Transport & Planning (DTP)
12.2024 - 01.2025
Operational Duty Officer
Department of Transport and Planning (DTP)
04.2022 - Current
Customer Resolution Specialist
VicRoads
08.2021 - 04.2022
Customer Response Assistant
Department of Transport (DOT)
04.2021 - 04.2022
Customer Service Representative
VicRoads
02.2016 - 04.2021
Call Centre Operator
VicRoads
08.2014 - 02.2016
High School Diploma -
Hallam High
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