Customer Service Manager

Kelly Stephenson

**** ******* *****, ********, ** 43207

Cell: 614-***-****, acqrt2@r.postjobfree.com

Executive Summary

A proactive, result-oriented management professional with extensive experience in public transportation. Extensive experience with planning and managing programs including budgeting and applying analytical models to identify requirements necessary for operation of service delivery. Passionate about providing quality service and customer satisfaction. Record of improving efficiency and productivity through process improvement and other means. Outstanding interpersonal, motivational and presentation skills. Analytical, articulate and diligent.

Core Qualifications

Operations Management

Complex Problem Solving

Customer Service Orientation

Team Player

Leadership Skills

Policy/Program Development

Presentation & Communication Skills

Organizational Awareness

Results Driven

Professional Experience

Manager, Mobility Services March 2009 - June 2015

Central Ohio Transit Authority

Responsible for a $5.6 million budget while managing the supplemental transportation services.

Developed and managed the implementation of new ADA eligibility process and physical functional eligibility center.

Provided overall management of processes and services associated with eligibility determination for persons with disabilities as required under the Americans with Disabilities Act, Federal Transit Administration and company policies.

Developed and maintained supportive working relationships with area transportation providers, coalitions, employers, and social and human services agencies to create and implement a coordinated transportation system.

Developed, in conjunction with social/human service agencies and other key stakeholders, programs and projects that assist in eliminating transportation as a barrier to employment for low-income and other disadvantaged populations.

Developed company’s Travel Training program for customers and managed all aspects of the program.

Serve on external committees, advisory groups, and councils to maintain and foster supportive relationships and to provide information on company programs and activities.

Develop and implement creative approaches to meet the transportation needs of the community.

Interim Director, Mobility Services January 2014 – October 2014

Central Ohio Transit Authority

Planned and directed programs and processes, including planning, budgeting, applying analytical models to identify required service hours, vehicle requirements, and contract specifications for operations.

Directed the processes necessary to ensure compliance with ADA regulations.

Directed and guided the department on job access activities to include planning, development, negotiations, and implementation of new transportation options.

Interacted with Legal, Labor Relations, Bus Operations, and Union on contract and demand-responsive planning initiatives.

Established strategic goals to develop local and community partnerships with public/private sectors to integrate fixed-route, paratransit and multi-modal mobility options for the Central Ohio region.

Identified, negotiated, acquired and maintained a budget and resources to accomplish tasks (i.e., grants, private/public partnerships).

Facilitated the federally-mandated public input process related to accessible services, and served as the liaison between company and the community-based Advisory Committee and other organizations that dealt directly with people who are disabled.

Participated in cross-departmental activities to support the achievement of goals and service initiatives.

Interacted with peers/counterparts in the transit industry for benchmarking and problem resolution.

Mobility Specialist March 2006 - March 2009

Central Ohio Transit Authority

Developed programs and projects that eliminated transportation barriers for low income, disabled, seniors and other disadvantaged groups.

Monitored and administered service contracts; procured, trained and monitored performance of vendors. Managed grants. Managed special services with a budget of $500,000.

Developed paratransit handbook and various brochures for service.

Developed processes for reducing No Shows, Late Cancellations and No Pays. No Shows and Late Cancellations were reduced from 10% to 3% in a three year period.

Monitored customer complaints and improved turnaround time for responses.

Administrative Services Coordinator January 2005 - March 2006

Central Ohio Transit Authority

Supervised and coordinated various administrative service functions across the Authority, including Mail Room, Print Services and Centralized IT and Facilities Help Desks.

Managed the Print Shop budget.

Served as a liaison between VP, Finance and staff as well as other department heads and outside customers.

Compiled and input financial and statistical data received from various departments to develop monthly financial operating reports.

Prepared purchase requisitions, check requests and travel authorizations.

Secretary, Bus Operations November 2002 - January 2005

Central Ohio Transit Authority

Organized and scheduled quarterly Accident Appeal Committee Meeting.

Safe Driving/Perfect Attendance Awards.

Demonstrated superior customer service skills and exhibited behavior that is consistently characteristic of a team player.

Accurately maintained extensive filing system including correspondence, reports and operator’s records.

Office Manager January 1997 – May 2002

Central Parcel Express/Retail Delivery Service

Assisted in hiring full-time and seasonal employees.

Worked closely with operations managers to coordinate daily delivery routes.

Developed more efficient channels of communication between satellite locations.

Responsible for payroll and human resource paperwork for all employees.

Education

Certified Orientation and Mobility Specialist (COMS) - Ohio State University, Columbus, OH

Bachelor of Science: Business Administration, Minor: Human Resources Management - Franklin University, Columbus, OH

Focused Leadership Institute – Franklin University, Columbus, OH

Association Membership

American Public Transportation Association – Access Committee

Association of Travel Instructors (ATI)

Association for Education and Rehabilitation of the Blind and Visually Impaired (AERBVI)

Leaders of the Future Alumni – COTA/Franklin University Partnership

Ohio Public Transportation Association – Paratransit Peer Group

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