Customer Service Manager

W ILLIAM B. LAW

**** ******* ****** ************ ** 32258 Cell: 678-***-**** ********.***@*****.***

Over 25 years’ experience as Top-Performing Executive leading end-to-end transportation management including fixed

route, paratransit, ferry boat operations, fleet/maintenance operation, performance based-contracting, bid/proposal

analysis, warehouse inventory management, budgeting, and union negotiations. Uncanny ability to analyze business needs,

manage market fluctuations, and new business capture.

Fixed Route, Paratransit and Ferry Boat Operations P&L/ Budgeting & Strategic Leadership

Cost Containment/Inventory Assessment Safety & Training /Union

OSHA/DOT/EPA /ADA Regulatory Compliance Organizational Theories/ Principles

Market/Planning & Scheduling/Contract Services Fleet Maintenance/Performance Standards

PROFESSIONAL EXPERIENCE:

Jacksonville Transit Authority, Jacksonville, FL

Senior Manager of Fixed Route/Community Service

Maintain the operational oversight of an annual operating budget of $45 million, 420 drivers, 50 staff members, training,

payroll, and the day-to-day operations. Ensure the services meet essential transportation needs within the service area and in

compliance with Federal, State and Local requirements. Provide leadership to ensure that service meet the budgetary and

safety standards using transit industry best practices.

Veolia Transportation, Savannah, GA

Deputy Executive Director – Chatham Area Transit

Responsible for maintaining operational oversight of the Authority's Bus, Paratransit, Marine and Rail systems including day-

to-day transportation operations, maintenance, planning & scheduling, budget and financial, safety, security, training and

environmental programs. Additionally, serves as a key advisor to the Executive Director/General Manager and Board of

Directors on the authority performance measures.

Future implementation of Public Transit Intelligent Transportation System and Related Services for

Paratransit and Fixed routes.

Completed the development Passenger Amenities Implementation Program and New Transportation Center.

Partnership with key vendors (Cummins/Detroit Diesel) in ASE certification for mechanics, supervisors and

managers.

Implemented a new maintenance management system and preventative maintenance program.

Hampton Roads Transit, Hampton, VA

Vice President of Bus, Ferry and Paratransit Operations

Overseen an organization with an annual operating budget of $61 million, capital budget of $14 million and

$75 million in contract management.

Led HRT in improving on-time performance, reducing accidents, passenger injuries, and procurement of

Fleet Management system.

Created a cost saving plan in fixed route operations that will reduce our spending by $3.7 million for 2012.

Constructed a State-of-Art maintenance facility which allowed all in house maintenance repairs (re-built

engines/transmissions, HVAC, painting and routine preventative maintenance).

Recovered failing maintenance operations by developing a maintenance training program, increasing mean

distance between failure, quality PM’s and rehire of quality staff.

Maintain a fleet of 350 (diesel) revenue buses, 150 non-revenue vehicles, 87 paratransit vans and three diesel

ferry boats.

Led the procurement of 29 new transit buses and established a procurement plan for replacement buses for

the next ten years.

Created additionally revenue service by adding two (2) express bus services for four (4) counties.

William B. Law Page 2

PROFESSIONAL EXPERIENCE (Continued):

First Transit, Columbus, OH

General Manager, Transportation-(Central Ohio Transit Authority)

Manage a $6 million transportation budget; oversee capacity planning, environmental initiatives, operations,

and regulatory standards for division of four line managers, and 250 route drivers and staff.

Achieved a 60% decrease in recordable accident rates with the development of a safety audit process with

compliance checklists, monthly audit schedule, training safety checkpoints and, tracking reports.

Increased revenue 15%; launched an end-to-end process optimization strategy; streamlined customer service,

asset & labor efficiency, and managed overall cost of service delivery to salvage a major contract.

Led pre-opening for a $20 million paratransit facility scheduled for completion in 2011; formulated

competitive analysis, strategic direction, and return on investment analysis as Co-Project Leader.

Conducted needs analysis and identified logistics cost reduction opportunities which currently boasts a

significant profit margin; the 2nd highest among the company’s 78 cost reduction projects.

Achieved the best mean distance between failures and storeroom cost with three regions .

Created an on-the-job maintenance training program on site to retail future knowledge in the organization.

MV Transportation, DC, Maryland, & Virginia

General Manager, Call Center Division and Operations

Directed a $40 million paratransit bus fleet (600) operation in five (5) locations and 800 employees;

developed and executed operating plans and fiscal review; maintenance operations, oversaw dispatch operations,

training and recruiting, safety and compliance.

Increased in on-time performance from 90-95% in six months; developed vehic le scheduling, allocation,

dispatching, ensuring ADA compliance, managing daily ridership of 6,200.

Decreased inventory costs 50 % with a cost-effective vendor management strategy; efforts reduced cycle

time and cash flow cycles for in/out-of-stock and low stock items.

Re-couped $24,000 in operational inefficiencies by reconstructing roles/responsibilities, introducing

performance tracking systems, and strategizing best routes for reduced mileage costs.

Monitored rates and managed the network optimization of 3 rd party contracts; evaluated service requirements,

terms and conditions, reviewed and managed cost of ownership baselines.

Ironed back-end process inefficiencies in dispatch handling, staff development and retention to drive

staggering increases in productivity, customer service, and community relations.

MARTA, Atlanta, GA

General Superintendent of Bus Transportation, Metropolitan Atlanta Rapid Transit Authority

Oversaw daily operations for $51 million unit for a 325 bus fixed route; steered direct recruiting, training,

performance, and ADA compliance for 1,450 operators and operations staff.

Slashed budget better than $40,000 through route/schedule modifications, and redeploying resources to

achieve 100% driver utilization across all fixed route schedules.

Led team to achieve a 10% increase in on-time performance by developing a cohesive work culture, fostering

a commitment to efficiency and lean management principles.

Surpassed operating targets; implemented morale building activities, and championed a customer-centric

service model for forging productive relations with community representatives.

Directed a metrics-driven culture, established Key Performance Indicators to monitor on-time deliveries,

route scheduling, DOT Scorecards, and MPG.

William B. Law Page 3

EDUCATION

MA, Business Management, Webster University

BS, Business Management, Florida A&M University

EMPLOYMENT HISTORY

Jacksonville Transit Authority (February 2013 - January 2014)

Veolia Transportation (November 2011 – February 2013)

Hampton Roads Transit (August 2010 - November 2011)

First Transit (May 2008 – August 2010)

MV Transportation (March 2007- May 2008)

Metropolitan Atlanta Rapid Transit Authority (January 1995-May 2007

MILITARY EXPERIENCE

Retired Lt Colonel-U.S. ARMY

PROFESSIONAL DEVELOPMENT

National Incident Management System and Incident Command System, Federal Transit Agency

Fleet Preventative Maintenance Inspection and Services, Federal Transit Agency

Multimodal Transportation Planning, Federal Transit Agency

ADA Regulation for Public Transportation, Federal Transit Agency

Public/Private Transportation Management, Federal Transit Agency

Transit Operation Planning/Scheduling McCollum Consulting

Collision Paratransit Operations, DAVE Transportation

Grievance and Arbitration, Federal Transit Agency

Transportation Evacuation, City of Atlanta

Investigation, Federal Transit Agency

Trapeze Operating System, Trapeze

Hastus Software System

PeopleSoft Access

WILLIAM B. LAW

6191 Eclipse Circle, Jacksonville, FL 32258 Cell: 678-***-**** ********.***@*****.***

References

Nathaniel Ford Executive Director/CEO 347-***-****

Jacksonville Transportation Authority

Dr. Chadwick Reese Executive Director/CEO 904-***-****

Chatham Area Transit

Clinton Forbes Chief of Transit Support 305-***-****

Jacksonville Transportation Authority

Al Mathieu Director of Operations 770-***-****

Hampton Road Transit

Steven McClease President of ATU Local 1177 757-***-****

Hampton Roads Transit 305-***-****

Kresita Branch Chief Grants Officer 757-***-****

Hampton Roads Transit

Ramond Robinson Chief Development Officer 919-***-****

Chatham Area Transit

Special Notes: Visit LinkedIn.com for detail profile and other references-William Law

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