Customer Service Manager

Rene Pokrzywinski

GENERAL MANAGER ? DIRECTOR OF OPERATIONS ? PROGRAM ADMINISTRATOR

EXPERIENCE

**** - ******* ***** *******, ***.

General Manager, Salem Area Mass Transit Call Center

Salem, Oregon

. Effectively managed combined ADA Paratransit and Non-

Emergency Medical Transportation call center for

Salem Area Mass Transit (SAMTD) for three counties.

Total oversight of contract and responsible for meeting corporate goals,

controlling budget and exceeding the 12 percent 2009 EBIT goal.

Researched and provided SAMTD monthly reports summarizing trip and cost

data for federal National Transit Data (NTD) and Department of Human

Services (DHS) reporting requirements.

Collected and tracked call statistic data for performance analysis,

reaction to call flows, adequate staffing levels, and customer concerns.

Served as a customer liaison for passengers, advocates, transportation

providers, other brokerages, DHS, and advisory groups.

. Created new policies and procedures to tighten

controls and define company's use of progressive

discipline. Provided oversight to staff to ensure

efficiency, and improved communication and morale.

. Partnered with client's internal departments

(operations, finance, IT, and customer relations),

and other subcontracted vendors.

Responsible for both exempt and non-exempt employees, meeting all corporate

and specific state HR and payroll requirements.

Evaluated employee's performance and initiated training program, to include

mandatory monthly training that had 100 percent ongoing attendance.

Controlled and maintained overtime below the three percent contract

standard; workers compensation claims through ongoing attention to safety,

and experienced low incidence of unemployment claims.

Introduced team concept and cross training throughout call center improving

employee morale and performance and ensuring coverage in scheduling,

dispatching, customer service, and billing.

2004 - 2008 Ozark Regional Transit, Inc.

Director of Operations

Springdale, AR

Managed daily operations of fixed route, paratransit, and general public

dial-a-ride service for a four county 100 square mile area.

Responsible for the management and ongoing training and enforcing safety

for forty employees made up of drivers, dispatchers, schedulers, driver

supervisors, trainers, and support staff.

Created and maintained employee handbooks, and policies and procedures.

Involved with fixed route reviews and strategic planning of fixed route and

paratransit.

Interviewed and made determinations of ADA eligibility for riders living

within three quarters of mile of the fixed route; issues investigated and

denial appeals reviewed.

Partnered with agencies to provide employment opportunities for adults with

developmental disabilities.

Participated, researched, and involved with Requests for Proposals (RFP's),

triennial reviews, and National Transit Data (NTD) reporting.

EEOC officer - investigations, evaluations of circumstances of claims of

racial, and gender discrimination successfully resolved internally with

appropriate disciplinary actions.

Drug and Alcohol Manager - ensured work place was drug and alcohol free in

accordance with corporate policies and Federal Drug Free Workplace Act.

Responsible for ensuring all drivers met CDL, DOT requirements, and

maintaining current First Aid and CPR certifications.

1997 - 2004 Community Resource Group, Inc.

Program Administrator

Springdale, AR

One of three administrators of the Region 1 NEMT Program. Responsibilities

ranged from gatekeeping Medicaid recipients, determining eligibility and

specific needs for transportation, to recruiting transportation provider

and/or agencies.

Issued gas vouchers to as many Medicaid recipients as possible. This was

the lowest cost form of transportation with the least impact on daily

operations. Saw great success with this; more than half of all recipients

that called the Region 1 Brokerage in Arkansas during this time took

themselves to their own medical appointments.

Recruited and maintained volunteer drivers and agencies that provided low

cost transportation.

Encounter reported (billed) all medical trips to Arkansas DHS through EDI

and paid transportation providers and gas voucher requests for payment

within 10 days of receipt of request.

Made travel arrangements for recipients when transport out of state or

other out of the ordinary medical care was required.

Ongoing community outreach with medical facilities and agencies to ensure

appropriate transportation provided.

EDUCATION - MILITARY

University of Arkansas Fayetteville, AR

Marketing - General Business

Air Force Great Falls, MT

Malmstrom Air Force Base

Accounting and Finance

Military Police

Army Reserves/ROTC Logan, UT

Supply Unit

Army Reserves Springfield, MO

Supply Unit

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