MARK HOLLINGSWORTH

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

Washington, DC 20020

Mobile 202-***-****

Email: addhbm@r.postjobfree.com

OBJECTIVE: To become a successful General Manager with a successful organization by utilizing my skills and passionate nature. I would like to grow and enhance my knowledge in diverse areas of this fast- growing management industry. I want to bridge the gap of communication and day to day duties of the staff and co-workers by incorporating ways of improving productivity using better information technology and excellent management directive.

SKILLS: Ceridian Time Professional and Self Service, Authorize.net, PARIS (Parking Accounts Receivable Information System), GENEVA, SKIDATA (Software and hardware parking systems), WPS

(software and hardware parking systems), Windows XP and 7, Lotus Notes, Microsoft Office Suite, Microsoft Office Suite, Lync, Outlook, Davis-Bacon, Dunn & Bradstreet IFIS, DocFinder/FileNet, CMIS, Costpoint, Deltek, LCD, GEMS S.A.P., Concur XMS (Xpense Management System) web version, XMS Processor, and XMS Administrator, Novell NetWare, PC Anywhere, Attachmate Extra, Computer Associates Advanced Help Desk Call Management, Adobe, Emtrak, Citrix, Spyder, Trapeze and MVT Portal. Typing speed is approximately 85wpm. I am also able to manage a staff of approximately 600 employees daily and supervise the daily operations of a facility. EXPERIENCE:

Colonial Parking Inc.

Assistant Project Manager June 2017 – August 2019

• Scheduling and managing on-call employees to ensure customer service and operating standards are met

• Complete day to day activities associated with opening and closing of 7 different facilities daily

• Monitor status of automated parking revue collection and payment processing systems to ensure maximum uptime of the systems

• Perform routine maintenance of automated parking and revenue control equipment such as replenish supplies, clear ticket jams, reset counters and related tasks

• Travel to and from 7 location including Headquarters throughout the work shift

• Collect deposits and reports daily revenue daily

• Ensure the facility is operating in accordance with company policy including equipment maintenance, proper and accurate signage, using remote monitoring equipment and physical inspections

• Complete and submit a monthly Market Rate Survey to the Senior Operations Manager that encompasses the rates of the 7 local parking facilities

• Ensure the facilities safety and security for guests and employees by reviewing maintenance checklists and conducting periodic safety audits as directed by the company’s Safety Manual

• Responsible for resolving customer concerns that are escalated to my attention by the facility’s front-line associates

• Successfully and productively interact and assist in resolution of concerns with the Remote Management Center Senior Manager and staff

• Responsible for reporting claims and incidents that occur at parking facilities Customer Care Associate July 2015 – June 2017

• Promotes our core values-Remarkable Customer Service, Unwavering Accountability, High Integrity, Continuous Improvement, and Community Development

• Maintaining queue schedule and TOD (time on duty) for inbound calls

• Understanding and meeting the clear inbound work volume guidelines

• Update customer information, make account adjustments and assisting with billing and invoice inquiries

• Comprehensive understanding of all programs within the portfolio of Colonial Parking locations

• Ability to utilize Customer Care and Remote Management Center Department systems

• Assist with monthly billing and invoicing

• Drive high quality QSR scores for incoming customer contacts

• Fosters positive relationships while working across cross functional departments

• Knowledge of departmental policies and procedures

• Ability to resolve complex customer issues

• Received Employee Recognition for Employee of the Quarter after 5 months hired for exceptional performance and outstanding contribution

• Managed and handled requests from Project Managers, Senior Operations Managers and Vice Presidents including invoice creations edits and parking accounts for Colonial Parking employees and senior staff

• Prepare and submit a monthly Market Rate Survey to the Vice President of Customer Care that encompasses the rates of all the company’s competitors MTM Transportation, Inc.

Customer Service Center Manager May 2013 - July 2014

• Manage, develop and provide continuous coaching to a team of Supervisors, Team Leads, Support Staff and CSR’s in order to meet/exceed call center performance expectations and goals.

• Analyze statistical customer service center data and work with Workforce Management to determine areas of opportunity to prevent Corrective Action Plan

• Proactively interface with CSC management and Team Leads on all pertinent business issues which could impact call volume or staffing.

• Maintain complete knowledge of system and telecommunications capabilities associated software applications and Internet access.

• Participate in cross functional projects and assignments within MTM to develop processes/procedures that will drive efficiency, reduce cost and create client satisfaction.

• Meet with CSC management to review metrics, quality results, establish goals/targets, acknowledge standouts, as well as areas of opportunities and development.

• Conduct regular focus groups with the front line reps to receive feedback directly and gauge important issues such as employee morale, etc.

• Work within established company guidelines, studies and standardized procedures to improve efficiency of representatives and identify and recommend improvements in process and procedures.

• Manage office of supplies, equipment, security, surveillance communicate issues and suggestions with Property Management, ensure approved budgets are adhered to.

• Contract and ensure payments to a local client to install/uninstall and maintain camera systems, Global Positioning Systems (GPS) and Mobile Data Terminals for vehicles in our fleet of 200+ . Transportation Dispatch Manager August 2012 - May 2013

• Staff, develop and manage a central dispatch function for regional operating locations.

• Work MTM’s internal department to develop policies and procedures.

• Monitor real time call flow, inbound dispatcher availability, service levels and other critical call statistics to ensure calls are answered timely and abandon calls are minimized.

• Monitor radio, telephones and on –road provision of service for quality.

• Review routes for optimal performance.

• Organize and conduct activities to assure safe, cost-effective, on-time operating performance.

• Supervise track and report team members’ attendance.

• Provide guidance to staff and ensure compliance relating to practices, policies and procedure interpretation.

• Conduct annual performance appraisals on each direct report.

• Work with MTM’s internal Business Solutions Group (BSG) to design data transmission and reporting necessary to be successful and streamline reporting. Consulting July 2012 - August 2012

• Established a dispatching center within the Office of the State Superintendant of Education for DC residents to supply emergency/support transportation to travel to and from school.

• Managed the communication and delivery of approximately 100 students daily. MV Transportation/MetroAccess

Operations Manager - Capitol Heights Jan. 2010 - August 2012

• Supervise the bi-annual/annual combined divisional bidding process for approximately 550 drivers

• Schedule and award open bid positions for daily operational needs for approximately 400 drivers

• Manage schedule and award vacation bids for all drivers at present division and supervise time off to ensure compliance is met for daily run needs

• Manage and motivate window dispatchers, lot supervisors and drivers to promote on-time performance and safety while transporting clients

• Ensure window dispatchers are staying in compliance with their work schedules and the drivers’ work schedules also

• Coordinate random drug tests and uphold reasonable suspicion tests.

• Assist in coordinating VIP client trips and suggest ways to improve productivity within the division and the company

• Manage the attendance points for and identify frequent attendance problems for dispatchers, lot supervisors and all drivers

• Assist all managers (Operational, Safety and General Managers) in their normal day to day duties Lead Window Dispatcher July 2006 - June 2010

• Verified all drivers are in compliance with uniform, gear and credentials

• Assigned routes and Nextel’s to drivers daily as scheduled

• Informed staff and management of problems, incidents and accidents as needed

• Assisted in developing recovery routes when available

• Prepared manifests and essential logs in preparation for briefing the next shift dispatcher on duty. Same Day Scheduler Feb. 2006 - July 2006

• Monitored and adjust trips with deadhead, delay, ARC client, occupancy and slack violations

• Accommodated clients with cab/taxi trips when too many MV providers are utilized

• Canceled, booked and re-booked trips to minimize delays

• Created, monitored and utilized recovery routes to increase operational productivity Dispatcher Jan. 2006 - Feb. 2006

• Updated, assigned trips and verified times and locations using Trapeze software

• Logged in and closed out drivers’ time daily

• Called out clients, answered service calls and notified them of delays as necessary Window Dispatcher Jan. 2005 – Jan. 2006

• Assisted heavily in start-up of MV contract and MetroAccess transition

• Performed and pioneered layout for dispatch duties

• Gave valuable suggestions which were incorporated into MV’s policies and procedures for dispatchers

E&H Transportation/Metro Access

Dispatcher/Fleet Maintenance Supervisor Jan. 2004 – Jan 2005

• Corresponded with morning dispatcher with information that may affect the PM shift

• Maintained constant open-air (CB radio) and land line contact with drivers and Silver Spring dispatch

• Monitored late cancellations and no-show trips and replace them as they occurred

• Resolved driver/operational issues as needed

• Assisted the General Manager with their duties including payroll, counseling, hiring drivers and daily reports

• Checked in morning drivers at the end of their shift to ensure accurate cash collection and trip information

• Assigned routes to evening shift drivers

• Checked for missing and incorrect information from AM/PM shift manifest

• Printed routes for the next day as well as checked them for their ability to maintain on-time performance

• Assisted drivers on the road by directing and helping to map out alternative routes if they began to run behind

• Inspected and monitored all vehicles leaving and returning (pre-trip and post-trip) to the site to make sure all parts stayed in working order

• Completed daily count of vehicles and reviewed/updated all vehicle files including inspections, registration and insurance information for fleet

LogistiCare/MetroAccess

CSR/Dispatcher/Watch-list Analyst Jan. 2003 – Jan. 2004

• Answered all “Where’s My Ride” calls

• Verified clients trip information

• Re-booked trips for the next day

• Monitored drivers progress and performance

• Provided customer service to all clients

• Made reservations for client’s trips

• Assisted supervisors with problem calls and daily work Computer Sciences Corporation

Senior Helpdesk Analyst/Supervisor Jan. 1998 – June 2002

• Approved time sheets for my staff

• Responded to client inquiries concerning travel reimbursements and company incurred expenses

• Reviewed, re-evaluated or answer requests submitted by primary help desk staff before submitting to next stage (Level 2) for completion or payment

• Evaluated time used by travel help-desk staff to ensure maximum productivity

• Communicated with web server operator/developer to ensure that information is updated weekly

• Researched problems and issues and effectively communicated solutions to clients

• Trained help desk and newly staffed employees on multiple software, PC usage and other IT devices

• Trained employees worldwide on how to use the XMS

• Coordinated with travel administrators and corporate global travel managers to update current procedures and policies

• Communicated and compared new findings for XMS shared from users with organizational directors, travel administrators, travel managers, payroll, corporate company card liaison and Corp/MIS daily

• Assisted in the development of a web based training system Help Desk Analyst

• Responded to client inquiries concerning Human Resource, TES (Time Entry System) and Labor Accounting

• Researched problems and issues and effectively communicate solutions to clients

• Accurately input information into data base

• Update personnel and employee files and information as appropriate Payment Center Clerk

• Held debit and credit accounts to add and delete equipment and service charges as needed

• Deposited cash received daily, by all clerks in on-site safe EDUCATION:

Graduated from H.D. Woodson Senior High School (1989) University of Maryland Eastern Shore (1989 – 1992) Major: Hotel/Restaurant Management Computer Learning Center (8/1994 – 2/1995)

Class of Business and Finance

Computer Programming & Course work in Computer Information Systems/LAN (Local Area Networking) and also WAN (Wide Area Networking)

References will be provided upon request

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