RUTH MERICLE
Operations Manager
CONTACT
PHONE:
EMAIL:
adint2@r.postjobfree.com
Specialist in manpower planning and quality assurance.
Vast experience in customer service issues, problem solving, and multi-tasking
Vast knowledge in geographical layout of DMV. So much so given nickname of “Walking GPS.”.
Ability to work in highly diversified customer and employee base.
Excellent decision making skills.
EDUCATION
George Washington University
8/1978 -5/1982
WORK EXPERIENCE
DTS TRANSPORTATION, SPENCERVILLE MD DISPATCHER
FEB 2017–PRESENT
Scheduled drivers for jobs
Handled any emergency or right away jobs
Maintained constant communication with drivers
Monitored drivers on GPS for speed, safety, and traffic
Monitored flights and trains schedules for clients and updated drivers
SUPREME AIRPORT SHUTTLE, BWI AIRPORT
MAY 2014- FEB 2017
Ran daily operation for shared ride transportation from Airport
Recruited and hired staff of, twenty, and forty-three drivers
Set schedule for staff
Evaluated staff and drivers every six months
Reconciled cash outs from agents and prepared money for deposit
Supervised, dispatched, and monitored the forty-three franchised drivers
Resolved customer issues according to Supremes’ policy and procedures
Point of contact between Supreme and Airport Authority
NON STOP DELIVERY CUSTOMER CARE MANAGER
OCT. 2012 –JAN 2014
Recruited, hired, disciplined, and fired staff for call center and non-call center employees
Ensured that calls were answered promptly, politely, and professionally
Compiled and analyzed data to determine areas of concern before making necessary corrective measures
Recommended and implemented service and processed improvements
Determined staffing needs, schedules, and assigned work to direct reports to meet service and budget targets
Developed and implemented performance standards for the call center
Implemented training curriculum designed to enhance agent skill levels, minimize recurrent performance deficiencies and promote positional cross training
Submitted weekly performance measures, activity reports, and trend analysis to executives
Developed and updated policies and procedures
Monitored various equipment, hardware to ensure optimal operating conditions
BARWOOD TAXI, CUSTOMER CARE MANAGER
AUG, 2012- AUG 2012
Recruited, hired, disciplined, and fired staff for call center and non-call center employees
Ensured that calls were answered promptly, politely, and professionally
Compiled and analyzed data to determine areas of concern before making necessary corrective measures
Recommended and implemented service and processed improvements
Determined staffing needs, schedules, and assigned work to direct reports to meet service and budget targets
Developed and implemented performance standards for the call center
Implemented training curriculum designed to enhance agent skill levels, minimize recurrent performance deficiencies and promote positional cross training
Submitted weekly performance measures, activity reports, and trend analysis to executives
Developed and updated policies and procedures
Monitored various equipment, hardware to ensure optimal operating conditions
SUPERSHUTTLE IAD AIRPORT DIRECTOR OF AIRPORT OPERATIONS
JUNE 2005- AUG. 2010
Managed daily operation of Super Shuttle at IAD
Recruited, hired, discipled, fired staff of twenty with a 90% retention
Set staffing schedule
Supervised, dispatched, and monitored 140 Super Shuttle Franchise drivers
Designed and implemented cash reconciliation process for verification and delivery
Resolved customer issues
Attended monthly meetings with Airport Authority
HERTZ CORPORATION DISTIBUTION MANAGER
OCT. 1999 – JUNE 2005
Managed distribution of fleet of 10000 vehicles to all of Hertz’s thirty- five locations in area
Supervised seventy-five drivers
Maintained personnel and payroll database
Fast pace operation. Multitasked by assigning and modifying drivers duties based on clients’ needs
Ability to negotiate contracts from vendors
Knowledgeable in policies and procedures with OSHA and HAZMAT
Trained new hires.
BALTIMORE SUN NEWSPAPER, INDEPENDENT AGENT
OCT. 1997-1999
WASHNGTON POST NEWPAPER DISPATCH OPERATIONS MANAGER
OCT. 1979 – OCT 1997
REFERENCES
AVAILABLE UPON REQUEST