Customer Service Operator
Resume:
Douglas Cook
Lincoln, CA *****
************@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Business Owner/Contractor
DC Home Improvements Inc. - Lincoln, CA
November 2020 to Present
Bid and complete repair and rebuild of residences. Over see a crew of 4 people doing home improvements.
Vice President of Operations/COO
Sacramento Regional Transit - Sacramento, CA
2017 to October 2020
Provide executive level oversight of Sac Rt's Bus, Bus Maintenance, Facilities, Training, Light Rail, Light Rail Maintenance Operations, Apprenticeship Program, DMV ETP Administrator, Scheduling, Accessible Services, and other critical business and support functions. Develop and execute programs to improve service quality, reduce costs, increase employee productivity, increase revenue, and increase ridership. Establish regular reviews and monitor key performance indicators for each operating function. Monitors operating performance, facilitates problem resolution, and directs efforts to achieve continual improvement in service quality.
• Second in command of the team that won the Gold Standard Award for Safety
• Established a parking and transportation network for the Golden One Center and won the Sacramento Valley award for creative business
• Negotiated serval contracts with ATU 256, AFSCE 146, IBEW.
• Built a Supervisor training program working with JW and the Union to become an APTA best practice and an also started an Operator Apprenticeship Program.
• Introduced Eco Lane paratransit software which drove ridership from 1.6 rides per hour to 3.7 rides per hour and allowed us to take 2 buses out of service.
• APTA
• CTA
• NSC
• NATT
• CISM
• Strategic Service Growth - Rapidly drove service expansions and redesign of the bus network for Sacramento Regional Transit. Was a vital part of the light rail service expansion teams for three lines 12.5 miles of track 67 Lrvs.
• Business Development- work with stakeholders and outside agencies to build up the Sac Rt reputation and presence in the community and country. Launched a program to assist homeless advocate groups to transport the homeless to shelters and programs.
• Started the critical incident stress management program called (Peer to Peer) at Sac Rt. This program helps employees going through a tough time to get into services and a listening ear.
• Technology Initiatives- Completed the trapeze conversion for operations. Started the most successful micro transit operation in the US with 4.6 rides per hour average and 210,000 rides.
• Employee development- Provide trainings for employees and utilize outside trainings to assist staff in performance of their duties. This has help with retention and employee engagement. Director of Bus Operations
Sacramento Regional Transit - Sacramento, CA
2015 to 2017
Provided senior level oversight of Bus, CBS and Small Bus Departments. Crafted SOP's, DOP's, Policies, and Rules to help govern the operations at all Departments. Work with the Union's to insure compliance of the CBA. Administered disciple to employees to redirect behavior or poor performance. Used KPI's to track and manage day to day operations and the OTP of the service. Used headway management to keep OTP at an acceptable level. Oversaw the Training Department and the employees testing program. Instructed and monitored new employees and complete evaluations. Worked with stakeholders to insure that SacRT is viewed by the public as a resource not a liability.
• Cut direct costs rates from $210 per hour to $119 per hour by cutting waste and poor dispatching.
• Develop strategies to become more involved in the community to become a resource and a commodity.
• Reduced overtime for operators and supervisors by enforcing attendance and among critical shifts Superintendent, Bus Operations
Sacramento Regional Transit
2012 to 2015
Assisted with the overall management of activities of the Bus Transportation Department, focused on accomplishing goals and objectives to support the strategic plan of the agency, efficiency of operations, cost effectiveness, and positive management-labor relations. Provided supervisory and administrative oversight of operating and supervisory staff and resources to ensure that service objectives are achieved within budgetary constraints, assisted with monitored staff compliance with polices, rules, procedures, regulations, practices, and labor agreements, directed the maintenance of employees records and division statistics, and supervised the review and analyses of transit operations and monitored system performance to identify and resolve problems while ensuring efficiency and cost-effectiveness. Observed and analyzed work practices, promoted safe practices and safety campaigns, and coordinated with staff and other departments.
Supervisor/Trainer Light Rail Operations
Sacramento Regional Transit
2001 to 2012
Performed a variety of the tasks in the following areas: Dispatch Assignments, Radio Communication Assignments, Field Schedules and Operations, Field Customer Service, Field Safety and Accident Investigation, Supervisory/Administrative, Train Control, Enforcement Assignments, and Training. Work involved having primary responsibility for full-time supervision of staff including hiring/firing, corrective action, and completing and conducting performance evaluations. Taught new operators rulebook, operational training, and new line training. Wrote new curriculum for the training class as the lines expand and new requirements due to system upgrades and changes in regulatory requirements. I have worked on derailment committees with the CUPC to figure out the cause and what changes are needed to not have the same type of accidents in the future. Worded with police and fire departments and other municipalities for trainings and drills. Worked to stay within the operations budget and provided service at the rate expected by the Board of Directors.
Bus / Light Rail Operator
Sacramento Regional Transit
1995 to 2001
Operated District coaches ensuring safe and timely transport of passengers. Maintained designated route schedules, assisted passengers, handled and controlled disruptive passengers, recognized and resolved circumstances or events that impacted proper operations, inspected coaches, completed reports, collected fares, inspected passes, and provided special assistance to disabled passengers. Passed Light Rail Operator Rulebook and trained new operators on good customer service skills and operational efficiencies.
Microsoft Office: Word - Excel - Trapeze-Clever CAD-PowerPoint-Moblieview-Smart Drive-Motorola Radio- GFI- Scheidt Bachmann-Alstom-Siemans- Trans Loc- VIA-Eco Lane Journeyman Carpenter
Alan L Bender - Sacramento, CA
June 1985 to June 1995
All aspects of commercial construction from foundation to finish . Lead crews of single whaler form installation. Doors and commercial hardware installions. Punch list item repair and pick up work. Budget and scheduling of deliveries and workforce needs
Education
Associate of Art in Construction Management
American River College
Associate in Management
Sacramento City College
Certification in Management and Leadership Training Transportation Safety Institute
Certification in Haz Mat
High school diploma or GED
Skills
• Budgeting
• Paratransit
• Statistics
• Construction Management
• Program Development
• Security
• Customer relationship management
• Microsoft Excel
• Logistics
• Management
• CAD
• Microsoft Project
• Computer Networking
• Construction
• Project Management
• Quality Assurance
• Commercial Driving
• Negotiation
• Carpentry
• Process Improvement
• School Bus Driving
• Tanker Experience
• Tractor-Trailer
• Bus Driving
• Remodeling
• Business Development
• Tanker
Certifications and Licenses
Class A CDL Haz Mat tanker doubles
Passenger Endorsement
Driver's License
CDL B
Assessments
Supervisory Skills: Motivating & Assessing Employees — Highly Proficient May 2020
Motivating others to achieve objectives and identifying improvements or corrective actions. Full results: Highly Proficient
Construction Safety — Highly Proficient
May 2020
Using safe practices while on a construction site
Full results: Highly Proficient
Management & Leadership Skills: Impact & Influence — Highly Proficient May 2020
Choosing the most effective strategy to inspire and influence others to meet business objectives. Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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