Call Center Operations Manager
Resume:
Gail A. Chandler
Copiague, New York 11726
****.********@****.***
PROFILE: Seek opportunity to apply over forty years of progressively responsible experience to an Executive Managerial position. Experience in Leadership, Analyst, Operations, Administration, Crisis Management & Intervention, Safety, Strategic Planning & Development; Project Planning & Development; Program Management; Team Building; Management & Supervisory Development; Organizer, Liaison, Training & Organizational Development Professional; Organizational Change & Development; Cultural Change; Transportation Operations; Community Engagement; Customer & Media Relations; Event Planner; Public Speaker; Union Liaison; Americans with Disabilities Act Compliance Training & Development; Train various Call Center Staffs; EEO, Diversity & Inclusion Compliance Officer, Chaplaincy; Bereavement, Pastoral, Grief & Spiritual Counseling, Suicidal Intervention; Coaching; Develop Policy & Procedures, Rules & Regulations; Paratransit Access-A-Ride Advisory Committee Rep; President MTA DDCR Abilities Employee Resource Group: work with MTA HQ & MTA Senior Officers/Sponsors & MTA Accessibility Officer; Toastmasters International/Transmasters President/VP/Treasurer
WORK EXPERIENCE:
May ’08 – Present METROPOLITAN TRANSPORTATION AUTHORITY (MTA-HQ)
MTA Office of the Chaplains’ – PM Operations Manager/Acting Chief Chaplain /Acting Chief Chaplain Assistant Chief Chaplain/Administrative Chaplain –
Principal Duties and Responsibilities:
• Establish Policy, Manage the Operation and Administration of The MTA Office of the Chaplains’ • Coordinate all Chaplaincy Special Events • Cover Chief Chaplain • Supervise up to seventy (70) Covering & Responding Weekly, Evening & Weekend Chaplains • Provide assignments up to 70 MTA Volunteer Chaplains
• Emergency & Crisis First Responder Services for all MTA employees & family members due to 12-9’s, knock downs, sickness, death, bereavement, illness, notifications, liaison, spiritual counseling, suicide recognition & prevention • Coordinate Crisis Response efforts with MTA PD, NYPD, Operations Command Centers (Bus/Subway/MTA-PD), TBTA, Security • Officiate & Attend Wakes, Funerals & Memorials • Liaison ~ MTA Unions, Executive Management & Senior Management • Intimate Partner Violence (Domestic Violence) MTA Liaison • Development, Design & Implement ~ Training Program for New & Seasoned Chaplains • Train Work Life Services Staff on MS Teams and Administrative Functions • Alzheimer’s Recognition Assistance • Present Special Programs, i.e., Domestic Violence Symposium,, Various Program Invocations & Benedictions • MTA PD Chaplain • NYPD Clergy Liaison • MTA COVID-19 Response Team Member, Family Liaison & Assist HR/Buses with location of impacted families.
Development, Design, Implementation & Evaluation Training & Organizational Development, Safety, Customer Service, Operations Programs, Train-The-Trainer, Special Events Planning & Attendance • Customer Advocacy for MTA Agencies (New York City Transit and MTA Long Island Bus):
May ’09 – May ‘14 MTA NEW YORK CITY TRANSIT
Safety & Training, Bronx, NY & Transportation Support & Bus Customer Relations Center – Brooklyn, NY Present – Manager, Customer Relations Principal Duties and Responsibilities:
Injury On Duty (IOD) Training Program • Customer Service Training for Bus Operators/Supervisors, ADA,
Communication, EEO, Diversity, Sexual & Other Harassment, Conflict Resolution, Fatigue Awareness, Stress Management, Conflict Avoidance Training, Defensive Driving Class, CPR/AED, Labor Relations, 19-A Requalification Training, Performance Evaluation, • Research, Resolve formal, special interest groups and customer inquiries, complaints & commendations •Americans with Disabilities (ADA) Compliance Coordination Committee Representative •Enhance & improve the external customers’ image & perception (Marketing, Public
Relations, Community Awareness & Advocacy), Call Center Service Efficiency and Effectiveness Improvements
• Manage & coordinate the efforts of Buses Training for Transportation, Maintenance, Administrative employees & other Departments & Non-Transit agencies in responding to customer commendations, concerns, complaints, inquiries and suggestions •Prepare responses for Executive Correspondence • Development Committee for the Bus Operator Selection Survey Program (BOSS) • EEO Liaison •Public & Media Relations Representative:
NYC, NY State, US States & International •Design, develop, implement, train & evaluate Focus Groups, Pilots,
Train-the-Trainer, Customer Service Training Program for B/O’s, which garnered an article in the New York Times Newspaper • Supervise MTA Long Island Bus Backlog & Staff • Coordinate with Transit Television & Radio Production Staff •Coordinate Annual DOB Holiday Video.
Gail A. Chandler
Jun ’99 – May ’09 MTA LONG ISLAND BUS
Administration Department Garden City/Rockville Centre, LI, NY
HR- Training & Dev.: Manager of Administrative Training, Organizational Development, EEO, Diversity & Inclusion Programs – 10 yr.
HR Training: Manager of Operations Training & Development -2 yr.
Manager of Customer Relations – 1 yr.
Principal Duties and Responsibilities:
• Supervise Staff of 4 Operations Trainers •Train The Trainer and evaluate performance of System Safety Staff • Write, Submit Specs & Successful Procurement of Bus Simulator Training Equipment •Ensure federal/state compliance with all mandated programs • Wrote Training Policies •Manage Tuition Reimbursement & Tuition Assistance Programs •Maintain training records and provide Metrics for data analysis, compliance & reporting •Agency Diversity Program Manager & Facilitator •Assist Employment Services – Recruitment, Career Day Events, Outreach, and Applications •Assist Occupational Health Services – Prohibited Drug Use Training & distribution of related health information •Responsible for maintenance of Training Wizard Database •Work with Communications & the Public Information Officer •Manage HR Intranet Site Project • Partner with Compensation/Benefits/HRIS on various projects - HR Employee Handbook, Performance Management Competencies •MTAHQ Diversity Board Representative & represent LI Bus at MTA-HQ & Operating Agencies Events • Liaison for all Training & Development activities between MTA LI Bus, MTA-HQ & MTA Agencies, vendors & consultants • Training Budget • Auditing. Supervised five Supervisory Trainers • MTA-HQ Diversity Board Representative & represent LI Bus at MTA-HQ & Operating Agency Events. Supervise Customer Service Staff.
Additional Work Experience:
Jan ’98 – Jun ‘99 METROPOLITAN TRANSPORTATION AUTHORITY (MTA-HQ) Office of Civil Rights, EEO
Division Brooklyn, NY
Manager, Affirmative Action Compliance, Planning & Implementation
Aug ‘95 - Jan ’98 MTA NEW YORK CITY TRANSIT
Department of Buses, Training & Performance Operations & Customer Relations Center – Brooklyn & Bronx
Manager, Customer Relations & Media Relations
Mar ‘93 – Aug ’95 MTA NEW YORK CITY TRANSIT
Office of the Executive Vice President, Operations Planning 5 Boroughs of New York City, NY
Superintendent- Supervised 20 Supervisors & 100 Traffic Checkers
Design Program and Train all Managers/Supervisors/Traffic Checkers in Data Collection & Analysis
Jan ‘88 - Mar ’93 MTA NEW YORK CITY TRANSIT
Department of Human Resources & EEO, Division of Training & Development Brooklyn, NY Associate Staff Analyst (Design, Development, Implementation, Evaluation & Compliance)
Project Management Experience MTA NYCT HR:
MTA NEW YORK CITY TRANSIT Manhattan & Brooklyn, NY Various Project Management Assignments:
1-Year Department of Human Resources & EEO, Division of Equal Employment Opportunity: Investigator/Counselor
6 Months Department of Human Resources & EEO, Division of Employee Resources: Project Manager Hologram Metro Card
6 Months Department of Human Resources & EEO, Division of Employee Resources:
Project Manager HR CERTS Task Force Project •Liaison along with the NYC Dept. of Personnel Supervised five Analysts.
ELECTRONIC DATA SYSTEMS, CORP (EDS)
Dec ’84 – Dec ‘87 Training/Computer Associate Specialist (Consultant) NYS Dept. of Social Services & NYC HRA Provide Welfare Management System (WMS) computer training to NYC HRA Staff.
2
Gail A. Chandler
ECONOMIC OPPORTUNITY COMMISSION of NASSAU CO., INC.
July ’83 – Dec ‘84 Director of Rockville Centre Programs EOC Programs Rockville Centre, LI, NY
Supervised five Social Workers/Drug Counselors/Teachers & Eighty Program Participants
July ’82 – Jun ’83 Director of Project (AVE) Adolescent Vocational Exploration Hempstead, LI, NY
Supervised five Social Workers/Teachers & seventy Program Participants
July ’81 – Jun ’82 Community Energy Planner EOC Programs Hempstead, LI, NY
Supervised Staff: two (2) Analysts & two (2) College Interns
MINISTRY EXPERIENCE:
October 2000 - Minister
September 25, 2005 - Ordained Elder
November 10, 2012 - Elevation to Prophet/Pastor
September 2023, 2024 - Chaplaincy Instructor
EDUCATION:
Mason Kelly Washington White Religious Training Institute Divinity Studies, Freeport, New York (Third Ecclesiastical Jurisdiction of Eastern, New York, Church Of God In Christ ~ COGIC) On-going
June ‘21 Certification in Christian Counseling I & II (Bereavement)
June ’21 Master’s in Theology
Sept ’12 – May ’14 Master’s in Ministry (Religious Education)
Sept ’11 – May ’12 Bachelor’s in Theology & Post Graduate Certification
Sept ’01 – May ‘11 Bachelor’s Degree in Religious Education & Certification in Evangelism & Religious Teaching
Zion Baptist Bible Institute (ZBBI), Zion Baptist Church, Brooklyn, New York Sept ’95 – June ’99 Bible Teacher & Evangelism Certifications
University of Baltimore, Baltimore, Maryland
Sept ‘79 – May ’81 Study toward a Master’s Degree in Public Administration
Concentration in Public Health Administration
Internship: Maryland State Office on Aging & The Baltimore City Area Agency on Aging
Virginia State University, Petersburg, Virginia
Sept ’74 – May ’78 Bachelor of Arts Degree: Sociology/Urban & Transportation Planning/
Criminal Justice
Concentrations in Transportation, Housing & Juvenile Delinquency
TRAINING & CERTIFICATIONS:
Chaplaincy; Spiritual & Pastoral Counseling; Theology; Sociologist; Pastoral Leadership; Evangelism; Biblical Teaching; Alzheimer’s Foundation of America; Domestic Violence; Suicide Prevention; NYCPD Clergy Liaison; Mental Health First Aid USA Certified; Alzheimer’s Foundation of America ~ Dementia Care Training; Design, Development, Evaluation & Compliance (Assessment) of Training Programs; Rutgers’s University - National Transportation Institute (NTI) HR Committee Member; International Society for Performance Instruction (NSPI); Society of Human Resource Management (SHRM); American Society for Training & Development (ASTD); American Public Transportation Association (APTA) ~ HR Committee Member; MTA Learning Ambassador, Continuing Education
TECHNICAL SKILLS:
Proficient in use of Microsoft Office Suite; Windows; MS Teams; Zoom Meeting Format; Cority Software;
PeopleSoft, KRONOS; Internet Explorer; Visual Basic; Adobe; dBase; Quattro Pro; Novell GroupWise; Training
Wizard Software; Developed HR Training & Organizational Development components for MTA Long Island Bus GEAC HRIS System & KRONOS System; MTA – HQ RightNow CX System; CITRIX System; DOB Customer Relations Center System; DOBIC.
Gail A. Chandler
PROFESSIONAL and ORGANIZATIONAL AFFILIATIONS:
• MTA Dept. Diversity & Civil Rights Chairperson – Abilities Employee Resource Group
• Transmasters/Toastmasters International President /Immediate Past VP of Membership & Treasurer • Chaplain
Association of New York, Inc. • New York State Chaplain Task Force • Anointed by God Task Force
(Chaplaincy) • NYPD Clergy Liaison • Elder/Pastor/Prophet/Visionary • Spiritual Counselor • Delta Sigma Theta Sorority, Inc. • New York State Department of State Mentoring Program • Women’s Transportation Seminar Speaker (WTS) • Conference of Minority Transportation Officials (COMTO) (VP ~ Human Resources of NYC Chapter) • Outstanding Young Women of America • International Who’s Who of Public Service • PBS
Fellowship • MTA Transit Transit News Magazine Production Staff - (WNYE - TV 25) • WTHE - 1520 AM Radio (Host, Teacher & Preacher) • Long Island Cable Network TV (Teacher, Orator & Preacher)
REFERENCES:
Available Upon Request
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