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Skills

  • Customer service
  • Team management
  • Customer interaction and satisfaction improvement
  • Map expertise
  • Emergency response coordination
  • Evacuation procedures and safety protocols
  • Organization
  • Local route knowledge
  • Defensive Driving
  • Process improvement

Work Experiences

  • Had an excellent attendance record and was always on time for work.
  • Coached and mentored new hires, participating in peer reviews and assessments, which led to a 40% improved onboarding experience.
  • Collaborated with service teams for timely interventions.
  • Assisted passengers by collecting fares and providing information on schedules and routes.
  • Adhered to strict safety protocols.
  • Commended with the Employee of the Year for exemplary service to metric passengers, maintaining a customer satisfaction score of 69% over the past year.
  • Achieved a 81% reduction in customer complaints.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved consistent 80% punctuality rate.
  • Followed established routes with the help of maps and GPS-equipped devices to safely navigate high-traffic areas and adhere to preset schedules.

Summaries

  • Commercial Driver's License holder with expertise in defensive driving techniques, consistently achieving above 51% in safety evaluations.
  • Strong knowledge of local routes and laws, as evidenced by 7 years in the industry.
  • Audited fuel consumption data.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Adaptable to different driving environments, navigating urban and rural routes while maintaining a 17% error-free trip audit.
  • Award-winning Coach Operator commended for exemplary service to process passengers, maintaining a customer satisfaction score of 38%.
  • Allenad driver able to manage multi-jurisdictional compliance requirements, recognized with Outstanding Service Award for outstanding regulatory adherence.
  • Achieved zero safety incidents over two years.
  • Commended for exemplary service.
  • Collaborative operator, working well with cross-functional teams to ensure the seamless operation of large-scale transportation events.

Accomplishments

  • Collaborated with team of 15 in the development of initiative.
  • Ensured ADA compliance by safely accommodating special-needs passengers, contributing to 36% improvement in accessibility satisfaction scores.
  • Contributed to a 29% reduction in customer complaints by continuously providing professional, courteous, and safe transit experiences for passengers.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Decreased the average vehicle downtime by 50% by proactively scheduling vehicle maintenance around operational non-peak times.
  • Achieved cost savings of 68% by implementing eco-driving practices that reduced fuel usage across 14 fleet vehicles.
  • Successfully completed Six Sigma certification for advanced defensive driving, significantly lowering the potential for accidents in high-traffic zones.
  • Reduced fuel consumption by 58% through consistent monitoring with Salesforce, positively impacting overall fleet efficiency and cost savings.
  • Efficiently trained and cross-trained 5 backup drivers to cover key routes during peak operational hours, reducing absenteeism impact by 61%.
  • Coordinated transportation logistics for 13 events, ensuring safe and efficient passenger pickup and drop-off without any service delays or disruptions.

Affiliations

  • American Medical Informatics Association
  • Associate Member of the American Bus Association (ABA)
  • Safety Management Council (SMC) – Fleet Safety Section
  • Freemason
  • Committee of Public Service Transportation Providers – Active Participant
  • Society of Human Resource Management
  • Certified in Advanced Defensive Driving by Summit Group
  • Lions Club
  • Transportation Club of Columbus – Standing Committee Member since 2018
  • International Association of Administrative Professionals

Certifications

  • Passenger Transport Institute (PTI) Certification
  • Disability Awareness Training – Ironclad Systems
  • DOT Hours of Service (HOS) Compliance Training
  • Comprehensive Vehicle Inspection Training (CVIT) – metric
  • Road Safety and Vehicle Operations Certificate – Ironclad Systems
  • Apple Certified Associate (ACA)
  • Cisco Certified Network Associate (CCNA)
  • First Aid/CPR Certified
  • Transportation Logistics Certification – Vantage
  • Behavior-Based Safety Systems Training (BBS) – Meridian

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