Customer Service Manager

Kimberly S. Adair, CCTM

*** ******** ****

Louisville, IL

270-***-**** Cell

618-***-**** Home

**********@*****.***

CAREER OBJECTIVE

I’m seeking a challenging career with a progressive organization which will utilize my skills, abilities and education in management, customer relations/services, operations, grant writing, compliance, budgeting with AP/AR, training, communications, logistics, scheduling, marketing, human resources, payroll, managing and overseeing grant programs, technical assistance, and reporting to the State and Federal level. I have exceptional verbal communication skills and multi-agency and regional coordination skills. I am also detailed-oriented and capable of multi-tasking. I am also proficient in Word, Excel, and Access.

PROFESSIONAL EXPERIENCE

C.E.F.S. –Central Illinois Public Transit 9/7/2015 – 11/30/2016

Transportation Director

Manage the transportation program and run day to day operations of transit system. General administration duties include grant writing, preparing yearly budget (2 million without capital), driver scheduling, human resources, drug and alcohol contact person, customer service issues, scheduling vehicle maintenance, attending county meetings/issues, logistics, computerized scheduling and dispatching and employee relations.

I developed many policies and procedures while I was on staff trying to focus more on efficiency and customer service. Managed to cut denials down by over half, purchased maintenance program to maintain vehicles, starting running on Saturday’s, Holiday’s and longer hours during the week.

C.E.F.S. provides demand response service for a 7 county area in Central Illinois. It operates 56 vehicles with about 48 employees; runs 6 days a week and has just started maintaining our own vehicles this year. Ridership has grown over 30% over FY16 and shows signs of continued growth over the first 3 months of FY17.

RouteMatch Software 5/2014 – 9/7/15

7/2010 -9/2010

Worked with RouteMatch Software to install and develop Asset Management Software and Plans. Worked with Transit Agencies and DOT’s across the US

North Dakota Department of Transportation 9/2010 – 5/2014

Public Transit Section Manager/Planner VI

Managed State public transit providers which required the implementation of regulations and developing policies. Developed procedures and provided guidance while promoting public transit statewide for all Federal Transit Administration (FTA) programs including the drug and alcohol program. Goals for transit providers were generating greater operational efficiency, safety and security, maintenance programs, employee training, and customer service. Duties also included the creation and execution of a grant management program for capital and operating funds from government formula and discretionary programs. General administration duties include grant writing, preparing yearly budgets (30 million without capital), customer service, human resources, insuring vehicle/facility maintenance program, technical assistance program, coordination/mobility management, and training. Worked hand in hand with Department of Aging, Medicaid Services and Veterans Administration. Responsible for overall leadership, growth, and direction of 31 rural providers, 2 intercity providers and 3 Urban providers

Implemented grant review and award committee

Secured funding for and purchased statewide dispatching and scheduling software

Writing of North Dakota provider transit booklet for legislators

Responsible for all D/A, FFATA, NTD and TEAM reporting

Hired and trained the first statewide mobility manager for the state

Organized the first Coordination/Mobility Management Conference in the state, bringing together 65 agencies from the state

Initiated quarterly provider meetings

Conducted annual compliance reviews on each provider and provided feedback for improvements

Coordinated and led quarterly meetings with the regional providers and a variety of health and human services offices: VA Clinic, Aging Services, Department of Medicaid and all hospitals, nursing homes and adult day care clinics in region.

Held bi-annual meetings with public offices at the state level: Department of Veteran Affairs Office, Aging Services, Department of Medicaid, Department of Blind, Department of Voc Rehab, and Department of Health

Responsible for implementing DBE goals and plan.

Responsible for implementing the Title VI plan.

Accomplishments:

• Serve on the RTAP Board

• Serve on the MTAP Steering Committee

• Serve on the CUTR Advisory Board

• Working on a Statewide Ad Campaign

• First statewide Transit RFP 2013 – Hired D/A consultant under contract

• First statewide Vehicle RFP 2013

• Received VTCLI II Grant jointly with Cities Area Transit in Grand Forks

• Currently implementing Statewide Transit Asset Management Program through secured SOGR grant

• Implemented first vehicle replacement plan in the state

• Wrote letter to DOT Director discussing the importance of a grants management software, it’s now being implemented

• Guest Speaker at Community Transportation association conferences

• Received statewide Workforce Development Grant to train and educate staff

Paducah Transit Authority 12/1997 – 7/2010

Assistant General Manager and General Manager

Managed all agency departments and ran day to day operations of transit system, PATS runs a fixed route, demand response, dial-a-ride and has over 200 contract serves. Developed programs and projects focused on efficiency, safety and security, and cutting down waiting time and head ways, better maintenance program, quality employee training, and customer relations and satisfaction. General administration duties include office technology troubleshooting; grant writing, preparing yearly budget (5 million without capital) and AR/AP, trip scheduling, dispatching, customer service, safety of passengers, payroll, maintaining vehicle maintenance, human resources, employee relations logistics, computerized scheduling and dispatching and personnel policy.

Promoted transit to increase ridership

Responsible for overall leadership, growth and direction of entire organization

Responsible for 30,000+ eligible Medicaid clients transportation

Working for a Non-Profit government entity with budget and regulatory requirements

Responsible for overall safety of all passengers and vehicle maintenance

Managed fixed bus route, ADA, demand response, senior citizens, Medicaid, and dial-a-ride transportation

Oversaw the business and financial affairs of the transit authority

Co-Chair on annual KPTA conference held in Paducah

Accounting duties include: payroll, federal fuel tax refund, processing payments and accounts receivable by using QuickBooks Pro

Supervised and performed Human Resource duties for 103 employees; including: employee hiring, discipline, and /or termination, employee annual reviews, wage and salary surveys, scheduling and job descriptions

Enhanced operational effectiveness, emphasizing cost containment annually and by department

Responsible for subcontractor contracts and more than 200 vendor contracts

Would do all contract negotiations and handle all issues if any would arise

Knowledge of HIPPA guidelines and confidentiality

Built long-standing relationships with Western Kentucky Congressional Delegates and their local representatives

Worked closely with the State OTD (Office Transportation Delivery Kentucky Transportation Cabinet) and other local agencies

Oversaw CDL licensing and physicals

Organized Purchase Area Regional Transit and responsible for monthly meetings

Responsible for yearly DOT vehicle inspections

Worked with McCracken County Senior Citizen Center to provide all their transportation needs

Responsible for the D/A Program, Title VI and DBE Program

Reported monthly to the Board of Directors, I was responsible for several reports and putting the board packet together and sending it out

Accomplishments:

• Increased ridership from 75,000 to 522,753 since 1997

• Purchased and renovated an old building for offices, garage and transfer facility

• Received CCTM (Certified Community Transit Manager) certification

• Defensive Driving Certified Trainer from National Safety Council

• Purchased land and developed park and ride lot

• Passenger Assistance Safety and Security and National Toxicology Drug and Alcohol Certified

• Severed on KPTA board of Directors

• Oversaw transportation for annual Quilt Show, transported 30,000 riders in 4 days

• Was appointed to the committee that ran the transportation when President Bush visited Paducah

• Was Program Coordinator while installing new computer software program with AVL/GPS (MDC)

• Awarded Grant for Mobility Services for All American (MSAA) December 2006

• Established a coordinated transportation plan for Region 1 in Western Kentucky

Citizens Bank 10/1994 – 12/1997

Administrative Assistant

Provided support for the Bank President with specific focus on loans, and balancing General Ledger accounts. General administration duties included payroll, processed payments, accounts receivable, coordinated all personnel functions, customer service and teller support.

Made and prepared loans

Ran credit reports and process credit applications

Established new accounts

Worked as controller for loans

LACTO, Inc. 1/1990 – 10/1994

Office Manager

Made schedule for poultry barns to be built and equipment to be shipped. Ensured employees stayed on schedule. Ordered all equipment for service calls and conducted all scheduling. Helped expand sales to Missouri. Supervised 15 employees, customer service, and processed payments and accounts payable and receivable.

Assisted with organization of incoming and outgoing data for orderly flow of documentation

Initiated first contact appointments with prospective clients

Maintained ongoing relationship with all clients

Managed records of client time and billings

Maintained periodic contact with existing clients to insure continued service and resolved customer inquires

Other Interests

Basketball Coach Graves County Little League 1987 – 2007

Wingo Elementary School Little League Coordinator 1996 – 2000

Assistant Coach North Clay Middle School Girls 2014

Head Coach North Clay Middle School Girls 2015-2017

Serve on North Clay Community High School #25 Board of Education currently

Serve on South Eastern Special Education currently

EDUCATION

Bachelor of Science – Business Management 2005

AIU

Buckhead, IL

Associates Degree – Business Administration 2003

AIU

Buckhead, IL

Graves County High School 1987

Mayfield, KY

REFERENCES

Crystal Ballard – Clay Co. Circuit Court Clerk 618-***-**** Daytime

Circuit Clerk

******@******.***

Darcy Karel – North Dakota DOT (701) 328 - 2835 Daytime

Transportation Officer I

******@**.***

Chuck Simpson – Paducah Transit Authority (270) 444 - 3663 Daytime

Human Resource Manager

********@**************.***

Jenny McKinney – School Board Member 618-***-**** Daytime

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