This curriculum vitae summarizes Mark Houstoun's career experience in operations management and leadership roles over 25 years, most recently as Operations Support Manager at Australia Post. The summary highlights his responsibilities in areas such as customer service, safety, financial management, team leadership, and change management.

1. Curriculum Vitae - 2015
Mark Houstoun
Australia Post - Operations Support Manager
____________________
Customer Centric Focus
Delivery of High Quality and Consistent Service
Behavioural Safety Interactions
Safety Exposure Reductions
Financial Management
Maintenance of Quality Systems
Contractor Management
Team Leadership
Business Unit Collaboration
Staff Consultation
Change Management
Staff & Management Coaching
Reporting and Data Analysis
Administration
MOBILE 0488 770 817
houstounm@gmail.com
83 Parragilga Lane, D'Aguilar Qld 4514

2. Mark Houstoun
2
PERSONAL DETAILS
Name Mark David HOUSTOUN
Address 83 Parragilga Lane, D'Aguilar Qld 4514
Phone 0488 770 817
E-mail houstounm@gmail.com
Marital Status Married with 3 Children
CAREER OBJECTIVE
To use the skills that I have gained and the experience of my work history to
work as an integral member of a team that is focused upon obtaining its goals.
To personally contribute in a meaningful way to the business aspirations and
providing support and mentoring to others.
CAREER DEVELOPMENT
Operations Support Manager
2013 - Present
Australia Post
Government owned corporation for providing high-quality mail and parcel
services to all Australians
OVERVIEW
I took an opportunity late 2013 to act in the position of Operations Support
Manager (level 3) within the Metropolitan Area Office. This has given me
increased exposure in planning and other network operations. I have worked
to catch up Area Office functions after a period of staff shortages, issues such
as internal quality audits, quality records, non-work related medical restriction
cases and office classifications. Other projects have included; scanner safety
alerts, holiday period planning, management leave cover, employee disciplinary
issues and various data gathering and reporting requirements.
Then in June 2014 I took an opportunity for a permanent Operations Support
position (level 2) covering the Sunshine Coast Region. Here I was able to
extend my experience to Mail Processing, Van Operations and Business Services
while still supporting 4 Delivery Centres.
I provided business key performance indicator reporting and analysis across 8
business units, close collaboration with multiple business partners, issue
resolution, on-going staff consultation along with business reform, safety
behaviour and hazard reductions processes.

3. Mark Houstoun
3
KEY ACHIEVEMENTS
Provided professional support and leadership to various business
operations
 Implemented a trial program supplying safety alerts to outdoors staff
through their scanners.
 Completed full operational quality audits and re-established an audit
schedule.
 Managed employee disciplinary and medical restriction cases.
 Represented senior management at various meetings and forums.
 Implemented business unit specific, key performance monitoring.
 Involved myself with staff behavioural safety interactions and resultant
safety kaizen improvements.
 Completed a detailed analysis of scanning data in order to identify
processing errors and service deficiencies and then managed the
rectification of the identified issues.
RESPONSIBILITIES
 Operational planning for peak period planning.
 Managed various operational, staff and situational issues.
 Data capture, reporting and analysis.
 Provided support and coaching across various business units.
 Collaboration with other business partners.
 Consultation with various staff groups regarding business changes.
 Co-ordination of facility maintenance and repairs.
 Revenue protection activities.
 Co-ordination of staff training and training needs analysis.
 Review of corporate policies and ensured local operational conformance.
 Provided responses to various community issues or concerns, whether
from members of the public, local business owners, landlords or through
state and federal members and community based organisations.
Delivery Centre Manager
2008 - 2013
Australia Post
Government owned corporation for providing high-quality mail and parcel
services to all Australians

4. Mark Houstoun
4
OVERVIEW
In order to have a professional and lifestyle, I moved with my family out onto
acreage and accepted a job with Australia Post as a Delivery Centre Manager.
An initial posting to the Burpengary Delivery Centre (level 2) has seen the
opportunity to learn the systems and processes of the corporation. The primary
functions involved the logistical management of daily delivery of mail and parcel
articles to over 34,000 households/businesses. Working with a staff of 21 with
various shifts covering over 19 hours per day and overseeing the 28 contracted
mail/parcel services.
It was a very hands-on role, where I was responsible for all aspects of the
operation including human relations, contract management, OHS, Quality and
financial results.
During my time, I had the chance to manage a larger (level 3) centre at
Brendale on relief. With this experience I was able to bring system and process
improvements to this centre as well as gain knowledge and experience that I
was able to apply to improve processes at Burpengary. During my time, I
received positive comments from both staff and management.
Late in 2012, I was transferred to Kelvin Grove Delivery Centre to fill a vacancy.
This office had the need to go through substantial change due to network
changes and mail flows. I have worked through a number of processes, roster
and staffing changes with staff, management and unions and have achieved
year on year financial improvements.
KEY ACHIEVEMENTS
Provided the necessary on site Leadership and Supervision
 Successful integration into the corporation, learning systems and
processes, quickly adapting and driving results that through multi-level
auditing and review processes earned respectable annual bonuses.
 Returned the performance standard of the centre to the top third of
Delivery Centres within the Brisbane Metro area.
 Transferred to another Delivery Centre with immediate financial
improvement and successful change management results. I managed a
successful staff consultative process which earned the respect and
support of the local management team.
RESPONSIBILITIES
 Managed the logistics of daily sorting and delivery of mail and parcels
across various mail delivery areas.
 Managed the daily fluctuations in mail volumes with appropriate labour
resources and to achieve government set and independently monitored
Customer Service Obligations.

5. Mark Houstoun
5
 Managed daily production meetings, volume and labour reporting along
with the reporting and management of critical incidents.
 Management of safety systems and hazard reviews within a multi-level
audited environment.
 Maintenance of quality assurance systems and processes with regular
auditing.
 Overseeing the on-site processes of preparing data for tendering,
interview and review tenders, participate in the selection process and
then managing the successful tendering parties to ensure the delivery of
a quality mail service.
 Provided responses to various community issues or concerns, whether
from members of the public, local business owners, landlords or through
state and federal members and community based organisations.
 Stringent financial scrutiny with Australia Post currently suffering
significant revenue reductions while still needing to manage an
increasing number of delivery points across greater total distances.
Customer Service Manager
2005 - 2008
Blackwoods (Internal Company Transfer)
Suppliers of Engineering, Industrial, Electrical Products & Metals
OVERVIEW
I transferred from Motion Industries to Blackwoods to work as the Customer
Service Manager of their Virginia branch. My main duties were to oversee the
daily running of the branch and warehouse as well as offer backup to the Area
Manager with the operation of various Trade Centre outlets.
It was a very hands-on role, where I was actively involved in all aspects of the
business, from daily control of the warehouse and sales office functions, to
responding to multiple levels of management and various internal business
departments.
KEY ACHIEVEMENTS
Provided the necessary on site Leadership and Supervision
 Successful re-building of the internal operations of a branch that had
been merged from two very different businesses.
 Implementation of Occupational Health, Safety and Environmental
policies and procedures.

6. Mark Houstoun
6
RESPONSIBILITIES
 Overseeing the day-to-day operations of a branch with a 15 Million dollar
annual turnover.
 Hands on support of the internal sales staff with the handling of
telephone and facsimile orders and inquiries.
 Managing reporting requirements and compliance in a changing business
environment.
 Managed branch stocktakes and inventory levels and controls to support
sales requirements.
 Maintained onsite computer network infrastructure as well as providing
staff with training and support.
 Negotiation with local service providers, to ensure required service levels
are met within budgetary restraints.
 Co-ordination of sub contract labour as required.
Branch Manager
Administration Manager
Office Supervisor
Internal Sales Clerk
1990 - 2005
Motion Industries/Fenner Power Transmission
Industrial Power Transmission & Bearing Products
OVERVIEW
I commenced work with Fenner in 1990, initially as an Internal Sales Clerk
before being promoted to Office Supervisor within the same year.
The position was subsequently re-titled as Administration Manager and I
continued to oversee the day to day running of the branch through various local
and national management changes as well as changes in company ownership.
Ultimately I was appointed Branch Manager with responsibility for all of its
functions. From sales generation, recruitment, budgetary control and reporting
through to running the day-to-day operations.
KEY ACHIEVEMENTS
Oversaw the Redevelopment of the Building
 Redesigned the building in which the branch operated, including the
addition of a showroom and a single level sales office.
 Managed business as usual throughout the re-building process and saw
the building work completed on time and within budget.

7. Mark Houstoun
7
Implemented a Certified Quality Assurance System
 Successful implementation of fully detailed branch procedures, leading
to the successful certification to ISO 9002.
 Liaison with Head Office personnel to enable the tailoring of procedures
to suit both a Head Office and Regional Branch office.
RESPONSIBILITIES
 Overseeing the day-to-day functions of a branch with a 6 Million dollar
annual turnover.
 Hands-on support of the internal sales staff with the handling of
telephone and facsimile orders and inquiries.
 Database management of customer details, pricing matrixes and
contractual agreements.
 Fulfilling reporting requirements to all levels of management.
 Managed branch stocktakes and inventory levels and controls to support
sales requirements.
 Maintained onsite computer network infrastructure as well as providing
staff with training and support.
 Negotiated with local service providers, to ensure required service levels
were met within budgetary restraints.
PROFESSIONAL REFEREES
Mr Andrew Lowe 5470 8500
Australia Post - Nambour Business Hub Manager
Mr Darren Fryer 3405 1457
Australia Post - Network Operations Support Manager Qld
Mr Scott Gardener 0407 597231
Australia Post - former Delivery Centre Manager, Caboolture
Mr Glen Russell 0409 919863
Blackwoods - On Site Services Manager
Mr Brad Shepherd 0419 025534
CBC Australia - Power Transmission Manager (ex-Motion Industries)
QUALIFICATIONS & TRAINING
Interested in and capable of participating
in further training and skills development
TRAINING
 Line Manager as Coach – Development Dimensions International
 Safety Observation Feedback Program – DuPont

8. Mark Houstoun
8
 Field Incident Investigation – Australia Post
 Bi-Annual Trade Practices training – Salt Enterprise
 Fraud Control – Australia Post
 Domestic Cargo Security Measures Program – Australia Post
 Internal Auditor Training – Quality Assurance Services
 Supervision 1 – Australian Institute of Management
 Selling in Specialised Industries – TACK Training Australia
 Field Selling Solutions / Point of Sale Solutions / Growth Through
Service – Blackwoods Internal Training
LICENCES
 Class ‘LF’ Forklift Truck Licence
 Class ‘C’ Open Drivers Licence
COMPUTER APPLICATIONS
High level of computer literacy,
application of software and troubleshooting
Microsoft Office Word Word processing.
Excel Spreadsheets, database
management, charting, formulas
and calculations.
PowerPoint Presentations.
Outlook Email, tasks and scheduling.
Explorer Research and general resource.
Other Applications SAP SAP based in-house applications for
HR, payroll, incident and injury
management. Parcel scanning
management and product tracking.
Other MDCS, QSM, TNS, LQS, MRS, plus
many more.
PERSONAL INTERESTS
 Camping, Bush Walking and Bike Riding
 Photography
 DIY Projects
 Spending time with my family
 Enjoying semi-rural life