Customer Service Manager

Lorraine Hernandez

***** *. ****** **** ** Unit *82

Rancho Dominguez, CA 90220

Tel: 424-***-**** email: ********@*****.***

Profile: OBJECTIVE: Attainment of a Management position within the Transportation or service Industry where my 23 years of experience

and array of analytic planning and leadership skills can be fully utilized.

SUMMARY: With implementation of the SOP of the company, I have instructed and trained incoming new bus drivers,

dispatchers and call center operators; represent s the department and organization with outside agencies to ensure excellent

customer service; making decisions beyond the scope of operations; dispatch personnel; conduct yearly performance

evaluation and provide retraining, feedback, & discipline; maintain productivity; demonstrated exemplary leadership; Ability to

resolve conflict and takes action to correct and report unsafe conditions or actions to the safety department; verify all weekly

time card and drivers daily logs.

Experience: Paratransit Operation Manager

MV Transit Santa Clarita, CA May 2013 to present

Develop goals to increase productivity and lower work hours and work injuries, establish plans and policies, supervises

dispatch, and call center personal, conduct disciplinary action, conduct hearing and counseling session, overseas bus

operators, prepare daily weekly and monthly report, investigate and resolve customer complaint

Operations Supervisor to Call Center/Dispatch Manager

MV Transit Irvine, CA December 2009 to May 2013

Train transportation department personal and operators, conduct monthly safety meetings, ensures that all drivers are adhering

to all DOT and company rules, review all drivers’ accident, investigate and report findings to the safety manager, prepares

written documents; ability to resolved conflicts and take action when necessity.

Transportation Operations Supervisor

Metropolitan Transportation Authority Los Angeles, CA November 2003 to November 2009

Supervised train operators on the Metro blue line from Long Beach to Los Angeles, respond to all accident and incident and

investigate the cause, conduct monthly ride along with operators, provide retraining if needed, prepares written documents

concerning operators performance, assign work assignment and documents daily activities and pay time for all operators.

Bus and Train Operator

Metropolitan Transportation Authority Los Angeles, CA February 1989 November 2003

Operates a control rail guided public transportation such as subways, elevated trains, and electric power street cars in order to

transport passengers, assure proper fares and deposited and accounted for, comply with all ADA, DOT and company SOP.

Education: Business Administrative Major September 1983 to May 1985

Southwest Community College. Los Angeles, CA

Microsoft Words 2010 1& 2, Excel 1& 2 and PowerPoint course completed.

Skills: Numerous Management course includes Managing others; Managing within the law; Managing others with ADA; Learning to resolve work

place issue; Front line Supervisors; Conflicts in the workplace; ATMS Technology on transit buses; Smart Drive camera system;

Ability to communicate in Spanish; current VTT certificate: Class B license.

References: Available upon request:

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