1. Douglas Cairns Resume Page 1
DDoouuggllaass CCaaiirrnnss
9 Lochiebank Crescent  Auchtermuchty, KY14 7BH  Phone: 01337 828848 or 07796178746 
douglascairns78@googlemail.com
Operations Support Manager
I am an engaging operations support manager adept at developing often complex client proposals and
managing expectations. I am proficient in a number of business operations including media management,
contract management, conflict resolution, implementation of effective business policies and procedures. In
addition I specialise in effective multi-tasking and prioritising.
Professional Highlights
 Winner of the Clarabridge CXC Innovation Award for Traffic Scotland
 Managing the Traffic Scotland media service (web, social and radio)
 Quadrupled the follower base for the Traffic Scotland social media channel
 Developed social media policy and procedures for Traffic Scotland brand
 Produced and issued the Traffic Scotland stakeholder newsletter
 Delivered the production of the Traffic Scotland video
(https://www.youtube.com/watch?v=8FpRGsohd3o)
 Doubled engagement and interaction levels with the Traffic Scotland audience on Twitter
 Presented a technical paper at the 2015 ITS World Congress in Bordeaux
 Developed public information strategies for Commonwealth Games and Ryder Cup in 2014
Professional Competencies
 Highly experienced People Manager
 Proficient at managing HR Policies and
Processes
 Vast experience in staff training and
development
 Risk management
 Stakeholder liaison
 Client relationship building and management
 Project management
 Strong event management skills
 Exceptional experience with MS Office
 Effective user of Content Management
Systems
 Effective Crisis management
 Resource scheduling and management
 Highly experienced in working with
government agencies
 Proficient in contract management
 Effective communicator at all levels
 Experienced social media manager
Recent Professional Experience
Traffic Scotland – South Queensferry, Scotland
Operations Support Manager, 8/2013 to Present
I am responsible for the management and delivery of the Operations Support Services for the Traffic Scotland
Operations and Infrastructure Services Contract undertaken from the Traffic Scotland National Control Centre
whilst ensuring the Operations Support Services team deliver an effective and efficient day to day Traffic
Scotland service to the travelling public.
 Client Management
 Management of the staff undertaking the Operations Support Services and this includes the media and
communications team
 Responsible for the Traffic Scotland media service (Web, Social and Radio)
 Roadwork and Event Planning across Scotland
 Stakeholder and Customer management
 Promoting the Traffic Scotland Service at meetings, forums, exhibitions, visits, events

2. Douglas Cairns Resume Page 2
Selected Accomplishments:
 Developed and instigated public information and media strategies for high profile events such as the XX
Commonwealth Games, Ryder Cup and other national events across Scotland
 Presented the technical paper titled “Best Use of Social Media” for the ITS World Congress Paper in
Bordeaux in 2015.
 Key role in the development of the Traffic Scotland social media service
 Delivered social media monitoring and effectiveness reports for senior management.
 Employed social media strategies to promote our products and services
 Conceptualized, imitated and implemented companies' social media strategy
 Developed brand awareness and composed online content
 Managed Twitter accounts
 Created exciting promotions, contests and original content in line with company goals
 Analyzed reviewed and reported on promotional campaign effectiveness to maximize results
 Held a open day event at the Traffic Scotland National Control Centre where selected followers of the social
media account were invited to attend
 Successfully undertaken customer research and satisfaction survey to understand the public’s perception of
the Traffic Scotland service and identify areas of improvement.
 Designed, Developed and completed a prize draw to promote the Traffic Scotland service and improve our
follower numbers in the leading to the Commonwealth Games.
 Procured social media software to deliver cost, resource saving and reporting benefits for Traffic Scotland
BEAR Scotland – Perth, Scotland
Planning Applications Officer, 4/2013 to 08/2013
Main duties were programming and coordinating roadworks within the North West Unit for internal, external and
3rd Party companies whilst attending stakeholder liaison meetings to coordinate roadworks and ensuring the
Traffic Management requirements are met for each set of works.
In addition, acting as the Duty Manager and also Emergency Liaison Officer during normal working hours to
coordinate resources to incidents affecting the North West Unit, Winter Maintenance Monitoring, management of
the communications register including software development, monthly and ad hoc reporting, Manage ORI/HAZ
Notice Process, administration of Development Control
Selected Accomplishments:
 Key role in the development of Standard Incident Diversion Routes for the North West Unit
 Developed the Incident Response Plan for the North West Unit
Scotland TranServ– Perth, Scotland
Network Coordinator, 1/2008 to 3/2013
Duties included performing as the Emergency Liaison Officer during normal working hours to coordinate
resources to incidents affecting the North West Unit, Winter Maintenance Monitoring, Coordination and
management of road works within the North West Unit, maintenance and management of the communications
register including software development, monthly and ad hoc reporting, Manage ORI/HAZ Notice Process,
administration of Development Control, Innovation Register and Near Miss Reporting Register and
administrative support to Correspondence Enquiries and Complaints.
Selected Accomplishments:
 Key role in the development of Standard Incident Diversion Routes for the North West Unit
 Experienced in Winter Maintenance decision making
 Delivered training and support to key staff across the business in regards to managing and implementing
Standard Incident Diversion Routes
 Developed the use of social media such as Twitter to inform road users of road works within North West
Unit on a weekly basis
 Developed and launched training material for the Integrated Customer Care System (Database for
Emergency Response and Communications)

3. Douglas Cairns Resume Page 3
 Represented Scotland TranServ on several occasions as part of the Multi Agency Response Team when
activated by Transport Scotland
 Successfully created automated email notification service for the Integrated Customer Care System to
streamline process for correspondence, enquiries and complaints.
 Performed customer research and satisfaction survey to identify and capitalise on working relationships and
effective communications.
HBOS – Edinburgh, Scotland
Centre of Excellence for Bereavement Service Centre
Team Manager 07/2006 to 12/2007
Responsible for management of 12 colleagues accountable for ensuring business support functions including
telephone support and remote account operations service level commitments are adhered while maintaining a
exceptionally high level of accuracy.
Selected Accomplishments:
 Developed strong relationships with managers and staff, creating a cohesive and productive team within a
deadline-driven environment.
 Provided high level support and complaint resolution to assist team members enabling colleagues to
respond quickly and diplomatically to client concerns while ensuring superior service and satisfaction.
HBOS – Dunfermline, Scotland
Branch Support Team
Customer Consultant, 1/2004 to 06/2006
I was accountable for delivering exceptional customer service to internal and external customers on the branch
network for Scotland. Duties included responding to customer service requests such as account enquiries,
appointment booking and complaint resolution.
Selected Accomplishments:
 Identified and implemented a new business stream to streamline costs and increase brand awareness by
utilising outbound calling to identify and book branch based appointments out of office hours.
 Assumed team manager responsibilities at weekends and during periods of absence and holiday.
 Recognised by management team for creating new business opportunities such as appointment booking at
retail branches across the country.
Technology
Software: Engagor, Sprout Social, Hootsuite, Twitter, Facebook, CCMS, RMMS, AutoCAD, SQL,
Photoshop, MS Project, Crystal Reporting, MS Office (Word, Access, Excel, PowerPoint),
RMMS, CCMS
Web/Multimedia: Dreamweaver
Education
ROBERT GORDON UNIVERSITY – Aberdeen, Scotland
Mechanical and Offshore Engineering, 5/1999
 Exit Award
BOCLAIR ACADEMY – Glasgow, Scotland
Secondary School
 B in Higher Grade Mathematics
 C in Higher Grade Physics
 C in Higher Grade Geography