Customer Service Training
Resume:
Nestor R Ortiz
Bronx, New York 10463
****@**************.***
Experience: Westchester County (Children With Special Needs) New Rochelle,
NY
7/2010-Present Transit Analyst/ Inspector for DOH Commissioner
Oversees contracts with vendors to ensure contractual compliance and prepares
analytical documentation and various reports as required by the Federal Transit
Administration, the New York State Department of Transportation, or other regulatory
agencies, to detail reimbursement requests ;Participated in the Office of
Emergency Management (OEM) for County Logistics; Create/Approve Route
Logistics; Review Authorization Paperwork for invoicing/services; Liaison for
Contractors, Program Directors; Districts and Public to County involvement; Perform
routine inspections, road observations; Develop/ Implement policies/procedures
lowering overhead cost and optimizing; performance operations; Implement safety
procedures/guidelines pertaining to State and Federal guidelines (FMCSA; NYS
article19A); Maintain records for qualification files (DQF); Review Service Hours;
Perform Accident /Incident investigations; Criminal background checks on staff hired
by Contractors (Drivers/Monitors); Participates in public meetings, forums or symposia
as a representative of the Department of Transportation as required; Hold meetings for
risk management teams; Prepare reports detailing investigative findings to enable
administrative action; Review and evaluate policies, procedures to ensure conformance
with departmental objectives; Inspect facilities and service of transportation
companies operating in the county to ascertain conformance with prescribed standards
of performance and contractual agreements; Use computer applications or other
automated systems such as spreadsheets, word processing, calendar, e-mail and
database software in performing work assignments;
7/2009-7/2010 Westchester County Bee-Line Paratransit (Suburban Transit) White
Plains, NY
Dispatcher/Manager
Maintain timely schedules for various routes in Westchester County; Provide safe
transportation for Elderly, Impaired and wheelchair bound public; Investigate/Report
Accidents/Incidents; Provide route updates from data collected in field surveys; Collect
revenue (fare); Data entry on reconciled routes in effort to optimize revenue miles and
lower dead head miles; Provide updates from Westchester County Offices to company
for contract compliance. Participate in Office Of Emergency Management evacuation
training for Indian Point
6/2008-7/2009 Nestle Waters (Poland Spring) Elmsford,
NY
Route Relief Specialist/ Route Sales Representative
Provide support to management through conducting daily safety briefings
and revenue profit margins; Promote product sales and marketing strategies;
Provide customer service on equipment and products offered and requested;
Review market areas for trend statistics; Provide support to area route
absenteeism in Connecticut, Rockland, Westchester, Bronx and Manhattan;
Held driver safety procedure training (loading/unloading), Vehicle and Traffic
Penal law review/ DOT inspection; Maintenance Scheduling
6/2006-6/2008 Waste Management (Road/Rail Logistics) Brooklyn,
NY
Multi-Site Transfer Station Supervisor
Conducted daily safety briefings, observation reports/evaluations; Pre-trip/post-
trip observations; Maintained OSHA,DEP,DOS, and DEC records; Driver safety
checks; Weekly tipping floor inspections; Monthly site inspections and maintenance
Employee scheduling; Logistical routing for outbound material via truck and rail
transportation; Accounts payable for rail transportation; Implement safety procedures
for rail loading and securing; Hazard waste separation, recording and documenting;
Monitor Heavy Equipment maintenance and operation; Maintained daily cleanliness of
each facility in accordance to contract obligations.
10/2004-6/2006 City Of Margate Inner-City Transit (Dept. Of Public Works) Margate,
Fl.
Bus Operator/Assistant Coordinator
Maintain schedule for routes; Report accidents/incidents; Review quality control;
Provide specialized transportation for wheelchair bound disabled and elderly
public; Logistic routing assistant to director; Planned and implemented new route to
existing routes for efficient public access to main arteries in county; Special events
transport service for inner city residents; FEMA operations monitor for disaster
relief (Hurricane Wilma); Provided customer service and assistance to community
to temporary shelters and supplies in compliance with Office OF emergency
Management (OEM)
10/2000-8/2004 Merex Corporation (Transit Consultant) Yonkers, NY/Miami, Fl.
Logistic Manager
Managed Transportation Operation; Screened potential drivers/helpers; Scheduled
Operating staff consisting of five warehouse employees and twenty drivers/helpers;
Trained load handling/loading; Air/Hydraulic Brakes training; Road, Written, Oral
testing; Managed DOT/19A qualification files; Quarterly taxes filed for IFTA,HUT
stickers; Implemented pre-employment/random drug testing; Annual Motor Vehicle
Reports (MVR); Created “Over-The –Road” (OTR) routes and scheduled return loads
to
optimize Revenue margins; Reduced operating costs in areas as fuel, communication
and maintenance; Updated digital log books; Obtained DOT/ICC license to run self-
obtained authority
10/1997-10/2000 Consumer Oil Company (Operations Consultant) Mount Vernon,
NY.
Operations Manager
Managed office staff of five and ten drivers; Interviewed potential drivers/helpers;
Implemented Pre-employment drug/alcohol testing; Warehouse safety training;
Forklift certification training; Annual Motor Vehicle Reports; Load safety/secure
Handling training; Updated 19A/Driver qualification files as regulated by state/
Federal guidelines; Scheduling; Oversaw vehicle maintenance/compliance;
Defensive driving training; Air/Hydraulic brake training; Road, Written, Oral testing;
Quarterly taxes for IFTA, HUT stickers
8/1996-10/2000 Metropolitan Transportation Authority(Access-A-Ride) Yonkers, NY.
Dispatcher/Supervisor
Dispatched 35 drivers; Reported Accidents/Incidents; Supervised and managed six
dispatchers, two road supervisors, 250+drivers; Oversaw vehicle maintenance
compliance; Provided updates in accordance to contract compliance; Organized
special events transportation; trained new dispatchers on computer system;
Assisted in contract renewal negotiations; Reviewed/Responded to customer
complaints; Ensured safe transportation of disabled, elderly and wheelchair
bound public
6/1994-8/1996 Niagara Frontier Transportation Authority (Paratransit) Buffalo, NY.
Driver
Maintain on-time performance based on scheduled trips; Specialized wheelchair
Handling/training; Courtesy, Professionalism, Respect (CPR) training for elderly,
Physically, visually and mentally disabled; CPR training w/use of automated electronic
defibrillator (AED); Fire safety and evacuation training
Education: University at Buffalo; Broward College; Westchester Community College
Transportation Safety Training/ Planning; Public Safety Training
Certification/Skills: 19A certification training in class B license; Forklift certified; Cat 980
Operation; CPR certified w/use of AED; EMT training; Bilingual
(English/Spanish); MS Word, PowerPoint, Access proficient; Transportation
Routing; Freight Forwarding/Brokering
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