Customer Service Operations Supervisor

**** *** *** *. *** #*** Phone # 504-***-****

Birmingham, AL 35233 **********@*****.***

Chaz Bryon Lewis

Overview Transit Operations professional adept at managing recurring activities to meet and exceed standards for safety, on time performance and service quality. Interact effectively with multiple internal units and customers to maintain on-time service delivery. In-depth knowledge of SMS and ADA regulations. Positive approach in motivating and challenging both management and represented workforce to exceed service goals and expectations.

Specialized experience with Paratransit and Customer Services as well as safe operation. Develop, update, and implement safety and operating procedures, policies, compliance requirements and manuals to meet federal and state regulations as well as collective bargaining agreements.

Experience

Birmingham-Jefferson County Transit Authority (MAX) – Manager of Bus Operations Birmingham, AL July2021- Present

Operations management level position is responsible for the overall management, administration, and implementation of BJCTA bus transportation service functions and programs involving the operation of bus transit equipment, field supervision, dispatching, operator safety and training, and labor relations. Performs other duties as required. Manages and directs, through subordinate supervisory personnel, the operation of the Transportation Department to ensure that bus service is provided as scheduled in a safe, cost-efficient manner. Formulates, publishes, and administers operating policies and procedures. Oversees the investigations of complaints pertaining to service and operating personnel and sees that the necessary corrective and/or disciplinary steps are identified and implemented. Responsible for the interpretation and enforcement of rules, regulations and policies of the Transportation Department, the District, and Memoranda of Understanding as well as applicable state and federal regulations governing the operation of public transit systems. Participates in the development of the annual department budget, including forecasting future workforce and budget needs. Through subordinate staff ensures that appropriate safety and health policies, procedures and programs are implemented effectively that adequate resources and priorities are assigned to correcting hazardous conditions, and that applicable safety programs carried out.

New Orleans Regional Transit Authority, Senior Supervisor of Operations Control Center / Supervisor of Bus and Rail Communications New Orleans, LA Jan 2021 – July 2021

Oversee the day-to-day safe operation of both equipment and personnel in accordance with company policies and procedures to deliver safe, efficient, and on-time service to the New Orleans community. Coach, train, and mentor employees in these areas, while monitoring system safety, reliability, and customer service performance metrics to use data driven management techniques to improve service delivery to the customer. All this has become increasingly important as the system has transitioned from a private, contracted service to a direct service provider.

New Orleans Regional Transit Authority/ Transdev, Operations Control Controller/Supervisor of Operations New Orleans, Louisiana - May 2018 - Jan 2021

Monitored processes, identified gaps, and resolved operational issues to correct organizational deficiencies. Promoted team collaboration, continuous professional development, and optimal performance to build success-oriented culture. Used forecasting data to prepare daily work assignments, delegate tasks, and expertly meet business demands.

Empowered employees with conflict management abilities and strategies for retaining dissatisfied customers. Established objectives for staff, monitored performance, and coached on strategies to improve results. Facilitated communication and collaboration between departments to streamline work, reduce errors, and avoid unnecessary delays. Balanced business needs and special project requirements to effectively plan crew schedules and consistently meet demands of Transit industry work. Exemplified Operations leadership and maintained company standards and protocols in all locations. Performed analysis to inform key strategic decisions and presented data-driven recommendations to senior leadership.

New Orleans Regional Transit Authority/ TRANSDEV

Bus and Rail Operations Supervisor New Orleans, LA - Jan 2016 - May 2017

Coached, trained, and developed employees in company policies and compliance requirements. Familiarized staff with safe operation of equipment and compliance with safety rules. Monitored employee performance regarding safety, reliability, delivery dates, and customer service. Scheduled drivers on assigned routes to efficiently move passengers.

MARTA, Bus/ Rail Operator Atlanta, GA - Oct 2005 - Dec 2015

Cleaned, operated, and maintained heavy-duty machines in railroad yard, manufacturing plant, and along rail line. Learned and complied with all local and Federal Railroad Administration rules and regulations for safety and operations. Operated switches via controls or manually and performed steps necessary to restore effective and safe movement by troubleshooting problem conditions. Collected fares and assisted passengers with route information and scheduling changes. Documented daily operations, including incident reports and passenger counts.

Delivered passenger announcements over loudspeaker to address upcoming stops or potential delays. Monitored route for obstructions and adhered to all signals to mitigate hazards. Monitored stop duration and travel speeds to meet scheduling requirements. Answered passenger questions and aided with boarding, stowing equipment, or accessing seating. Opened and closed transit vehicle doors at scheduled stops. Reported delays and mechanical issues to supervisors and dispatch personnel. Operated rail-driven public transportation vehicles with focus on passenger safety.

Education

AIU University September 2021-Present Business Management

Dekalb Technical College May 2006 Clarkston, Georgia Business Operations

Hahnville High School August 1993- May 1997 Boutte, LA High School Diploma

Licenses and Alabama Commercial Driver’s License Class (B)

Endorsements Passenger and Air Brakes Endorsement

Training Safety Management Systems Training 09/2017

DOT Training (Louisiana) 09/2017

TSI - Fundamentals of Bus Collisions 11/2017

TSI - Transit Bus Safety Systems 11/2017

TSI – Accident Investigations Bus/Rail 11/2017

D. Gould - Supervisory Communication 11/2017

D. Gould - Leadership Training 11/2017

Emergency Event Investigation/ Kensington 12/2017

Transdev – Workplace Harassment Prevention 4/2018

CAD/AVL Communications Training 6/2018

FTA notification training (Bus/Rail) 6/2018

Swiftly Bus Tracking System 11/2019

Zero Preventable Accidents 1/2016-Present

Labor Relations 1/2021

Covid-19 PPE training 4/2020 Effective Communication in the workplace 3/2021

Labor Contract Negotiations 10/2021

References Available Upon Request

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