Customer Service Supervisor

Gary Allan McDonald

**** ********** ****** ******* ****, Maryland 21244 *******@*****.*** 443-***-****

OBJECTIVE: Seek to work in an environment that will challenge me further; while allowing me to contribute to the continued growth and success of the organization. Obtain a position that will provide me the ability to apply my work experience to a growing industry.

2/2014-Current Veolia Transportation Baltimore, MD

Dispatcher Supervisor

Send Status update within one hour of the start of shift and updated every two hours.

Cover routes based upon seniority and administer appropriate keys for support vehicles.

Monitor the NextBus screen and take responsibility for the timeliness of the service. Take the necessary steps to make sure that the buses run on time.

Take operator calls for information and assistance while they are driving routes and trips during the regular workday.

Provide bus route information to patrons, and staff upon request and provides trip routing information.

Ensure compliance with regulatory laws and company policies and procedures.

Responsible for influencing positive employee morale and quality customer service.

Assure all manifest are organized and accounted for on a daily basis.

Complete VDS, Dailey scorecard and Deep Dive on a everyday basis.

2/2013-2/2014 The Nessi Group/ Veolia Transportation Forestville, MD

Operations Supervisor

Manage and account for Operator availability.

Prepare and send specifically directed reports electronically (i.e. status of routes time

Performance, accident/incidents, detours, delays, passenger overloads, Dailey Operations Report).

It is the responsibility of Operations Supervisors while performing the duties of a Dispatcher to accurately assign Operators to open work assignments in accordance with established polices and the current Labor Agreement.

Will initiate emergency notification for accidents/ incidents and coordinate first response in accordance with Company policies and procedures.

Identify open work assignments and assignment of work

8/2012-2/2013 MV Transportation Curtis Bay, MD Schedule Analyst/ Supervisor

Research and analyze scheduled trip requests using the Trapeze Scheduling software

Be able to work in a fast paced environment and have ability to make strategic decision on routes.

Match trips requested to a route the will ensure timely pick-up from origin or arrival to destination.

Analyze batched trip to ensure they optimized to on the assigned route.

Research and correct schedule violations breach of on-board violations, incorrect vehicle capacities, and trips that requested outside of the defined service area.

Ensure that at the end of scheduling process, OTP goals are reached and route schedules are adequate to allow for timely-performance.

8/2011- 8/2012 MV Transportation Curtis Bay, MD

Dispatcher/ Supervisor

Takes client calls and communicates issues with drivers and Operations Supervisor.

Monitors radio, telephones and on-road provision of service for quality.

Assists Operations Supervisor to ensure appropriate workforce level each day, calls in replacement personnel as needed.

Responsible for influencing positive employee morale and quality customer service.

Participates in analysis and review of operating performance.

Notes all absences and/or tardiness issues and communicates same to Operations Supervisor or Division Manager as appropriate.

Screens route sheets, time cards, and performance reports.

4/2011- 8/2011 Transcare Baltimore, MD

Dispatcher/ Supervisor

Runs daily performance reports, per run, to determine each run’s “slack time “and efficiencies.

Monitors vehicle operations and provides direction to ensure on time operational performance, clean and professional appearance for employees and vehicles, compliance with all safety and training practices and adherence to Company policy and procedures and as directed by the AGM-Operations and the General Manager.

Bridge the gap between Transcare and Maryland Transportation Authority to ensure all transit routes are in compliance and routes are operating as scheduled.

Responsible for daily shift reports to all superintendents and contract administrators. Monitor all scheduled and route performances.

Provide daily communication with the Mobility Control Unit to ensure issues are resolved.

8/2009-4/2011 Transcare Baltimore, MD

Para Transit Driver

Transports and escorts clients to their scheduled destinations while adhering to all safety rules and regulations.

Ensures vehicle remains in safe and clean condition by coordinating and/or performing necessary maintenance.

Communicate with dispatch unit in reference to all scheduling and route issues.

5/2008-8/2009 Higher Ground Transportation Baltimore, MD

Van Operator

Assure safe, convenient, courteous, expeditious transportation to and from all schedule routes.

Interact positively with clients and staff, use strong, clear and concise communication skills.

Provide, maintain and ensure complete customer service for all Higher Ground clients.

7/2003- Current The Burgess Entertainment Group Baltimore, MD

Event Coordinator

Engage new and returning customers/visitors about our products, promotional events, and services.

Coordinates tasks of other staff members on the timeline to make sure deadlines are met.

Ensure that planning, budget, venue and vendor requirements are within standards for all clients.

References available upon request

Contact this candidate