Experience

Riverside County Transportation Commission (RCTC)

• United States
• Transportation Programs
• 1 - 100 Employee

• Toll Customer Service Manager

  • Oct 2021 - Present

  Manage the day-to-day operations of two tolling systems in Riverside County with initiatives to improve customer service and the overall improvement of the customer experience. • Provide oversight and management to the customer service portion of the operations• Recommend and implement goals, objectives, and practices to provide customers with effective and efficient services• In charge of designing standardized procedures, training manuals, business rules, and methods to improve customer service operation• Create reports and analyze customer and traffic data to evaluate services provided and develop recommendations which align customer service operations and toll operations with desired outcomes and performance measures• Identify and implement effective channels and methods for customer communications to ensure efficiency, effectiveness, and accurate messaging• Responsible for integrating communication across all customer-facing channels to deliver consistent customer experience• Manage contract terms, deliverables, key performance indicators, and liquidated damages for customer service and back-office contracts• Develop scope of work, technical requirements, key performance indicators for various contracts and services• Prepare staff reports, memos, and presentations for various board meetings• Monitor and implement policy and procedural changes in the laws, regulations, and technology that may impact customer service programs• Develop and implement strategies to improve customer service, account management, call center services, marketing, website, interactive voice response, revenue processing operations, and public outreach



Los Angeles County Metropolitan Transportation Authority (LACMTA)

• Senior Manager, Transportation Planning

  • Sep 2018 - Oct 2021

  Senior Manager with The Los Angeles County Metropolitan Transportation Authority Metro ExpressLanes Project. Currently responsible for the customer service portion of the operations for ExpressLanes including toll systems integration, budget, marketing, procurement, and communications. Provide oversight and leadership to the ExpressLanes team members.Managed and successfully transitioned to a new back office, roadside, and customer service operator January of 2020 for the ExpressLanes program. Project manager for the customer service center operations contract ($169 million) which provides the management and day-to-day customer service operations for the ExpressLanes program. Deputy project manager for the back-office contract ($88 million) which processes all ExpressLanes transactions, manages customer notification and accounts, oversees the self-service website, transponder inventory, financial management, payment processing, and network security.ponder inventory, financial management, payment processing, and network security.



Los Angeles County Metropolitan Transportation Authority

• Manager, Transportation Planning

  • Jun 2015 - Aug 2018

  Managed the day to day operations of the Metro ExpressLanes. Managed the Net Toll Revenue Grant Program ($48.5 Million dollar program with 49 projects). Managed current contractor which operates the current customer service operations, call center, roadside, and back office system. Managed the Non-Revenue grant program for the ExpressLanes.

• Tranportation Planning Manager III

  • Aug 2013 - May 2015

  Project Manager for the Taylor Yard Bikeway/Pedestrian Bridge over the Los Angeles River project. Deputy Project Manager for the Complete Streets Policy. Managed all Call for Projects for the pedestrian mode. Responsible for executing agreements, scope of work, budget, time management, outreach, and board report development.

• Transportation Planner II

  • Nov 2011 - Jul 2013

  Deputy Project Manager for the Safe Routes to School Pilot Program. Deputy Project Manager for the Rail to River Active Transportation Corridor Project feasibility study. Deputy Project Manager for the Los Angeles County Strategic Goods Movement Arterial Plan. Responsible for development of scope of work, budget, schedule, project deliverable's, and reporting.

• Transportation Planner I

  • Feb 2009 - Oct 2011

  Assisted project managers with compiling and analyzing data and continuous research linked with the Multi-County Goods Movement Action Plan, the Gold Line Extension, Bikes on Rail Program, Bikeshare, bike parking and design and alternative transportation.