Experience

• 

  National Express Transit Corporation

  • United States
  • Urban Transit Services
  • 200 - 300 Employee

  • Area General Manager

    • Mar 2022 - Present

  • General Manager

    • Jan 2018 - Mar 2022

    -Deliver overall performance and results for the CSC-Collaborate with Company leaders to understand overall business goals and creates CSC operating plan to support these objectives-Ensure CSC is a “customer-centric” team that is focused on building strong and effective partnerships-Develop CSC plans and priorities to address resource and operational challenges as guided by the Regional Manager and Company standard operating procedures and policies-Communicate Company values, strategies and objectives in an effort to share information and while encouraging feedback and input-Review budgets and develop the annual operating plan business review-Develop short and long-range business plans to increase incremental business, revenues and margins-Direct, coach and develop CSC staff including Operations Manager, Dispatchers, Scheduler, Office Administrator, Maintenance Manager, and Safety Manager to obtain the required skills and abilities to act independently in their job assignments.-Create a culture of safety while providing a high quality of service-Identify key safety issues affecting the safety of passengers and employees and takes corrective action to resolve these concerns-Meet regularly with the client to review service quality and performance-Enhance and build on current customer relationships to ensure customer retention-Ensure compliance of ADA regulations

  • Assistant General Manager

    • Apr 2017 - Jan 2018

    -Providing effective guidance and leadership to the Customer Service Center Team (Drivers, Dispatchers, Office Personnel, and Supervisors)-Maintaining a strong safety culture and monitoring safety processes/training-Overseeing the daily operations (driver, routing, and vehicle activities) necessary to ensure employee and customersatisfaction-Ensuring compliance with all applicable Company policies/procedures, local regulations, and government regulations-Assisting with establishing and achieving performance goals that are in alignment with Company objectives-Assisting in the delivery of high quality customer service and maintaining/enhancing customer relationships-Meeting regularly with the customer to review and enhance service quality and performance-Analyzing financial performance and reviewing findings with General Manager-Ensuring continuous improvement in the areas of safety, operations, finance, etc.-Assisting the General Manager in identifying growth opportunities in the local area

• 

  Transdev

  • Hyattsville, Maryland

  • Operations/Quality Assurance /Dispatch Manager

    • Mar 2016 - Apr 2017
    • Hyattsville, Maryland

    -Achieve quality assurance operational objectives by contributing information and analysis to strategic plans; preparing and completing actions plans to improve key performance indicators; implementing and improving productivity, quality, and customer service standards; identifying and resolving ...

• 

  MV Transportation

  • United States
  • Ground Passenger Transportation
  • 700 & Above Employee

  • Reservation Manager

    • Mar 2009 - Mar 2016

    -Provide daily reports to Call Center Director regarding staffing and call performance -Manage daily operations to ensure a minimum service level goal of 95% in order to prevent LD-Manage eighty seven, one assistant manager, and one supervisor -Efficiently create schedule to meet call volume without having excessive idle time throughout the day -Attend and assist senior management with effects bargaining with the union-Monitor and analyze historical and real time reports to identify individual agent's work performance and productivity -Conduct regular team meetings to discuss performance, goals, and development-Provide coaching and counseling as well as administer disciplinary action when needed-Work with training manager to ensure proper training -Handle escalated problems/issues with customer -Promote the adherence to the office policies and procedures

  • Reservations Supervisor

    • Apr 2008 - Mar 2009

    -Supervise thirty employees -Schedule and manage break times-Determine efficient work schedules to ensure call are handled within goal parameters -Provide weekly reports to the department manager regarding staffing and work performance -HR functions such as payroll and track attendance -Handle escalated problems/concerns with customers -Evaluate call reports, follow up with the employee and provide coaching -Train new employees on Trapeze Workstation and phone system

  • No-Show Department Supervisor

    • Dec 2006 - Apr 2008

    -Supervise four employees-Coach and counsel employees when needed-Provide daily reports to the department manager regarding staffing and attendance-Assist and complete with real time no shows -Help drivers locate client-Handle escalated problems/concerns with customer -Investigate no-show reports in order to determine it's validity

  • Customer Relations

    • Jun 2006 - Dec 2006

    -Review and input customer's complaints into People's software -Thoroughly investigate complaint and follow up with customer to provide findings and resolution -Notify corresponding department supervisor/manager with compliant to provide correction action-Monitor customer's trips when needed to ensure a safe and timely transportation

  • Reservationists/WMR Agent

    • Jan 2006 - Jun 2006

    -Answer phone system and transfer call to individual department as requested -Address clients' questions and concerns and provide information about Metro Access to callers when necessary -Input data and confirm accurate electronic bookings of customer's trip request using guidelines for the Trapeze scheduling system -Negotiate pick-up schedules with customer based on time of request -Document new client information and changes when applicable -Communicate any problems or scheduling issues to Reservation/Customer Service Manager as they arise -Provide customer assistance with late vehicle service and no shows -Communicate with drivers via Nextel radio and gather estimated time of arrival to provide to customer -Notify dispatchers and management when drivers are in need of directions to a specific location