Service Representative Administrative Assistant

SUMMARY

Self-motivated, intelligent, hardworking professional; Dedicated administrative manager with 7+ years of client/vendor services management; transit maintenance and logistics operations experience; Highly efficient and proven experience with overseeing vendor, fleet vehicles and facilities operations

CORE COMPETENCIES

•Thorough knowledge of Maintenance Management

•Skilled at handling multiple projects simultaneously

•Demonstrate analytical skills

•Excellent communication skills (both written and oral)

•Astounding Vendor Relationship Management

•Possess excellent skills in data-entry & record-keeping

•Able to communicate effectively with a multidisciplinary team

•Effective problem solving & critical thinking skills; highly detail- oriented; very organized; team player

•Recognized for leadership and commitment to quality improvement

•Able to work independently & make sound judgments

•Demonstrate interpersonal communications tactfully & effectively-with the public & co-workers; Ability to relate to people at any level

RELEVANT WORK EXPERIENCES

Road & Rail Services, LLC

Operations Manager (Nov. 2021 –April 2023)

●Helped develop and implement maintenance service goals, objectives, policies, procedures and work plans relative to the repair, inspection, tagging, servicing and disposal of assets

●Maintained a good working relationship with other MBUSA/MBUSI departments (e. g. Foremen, coordinators, suppliers, etc.)

●Developed and presented written reports/analyzes on a wide variety of maintenance service issues, auto accessory installations &employee/shift performance audits to a variety of audiences

●Addressed employees performance and corrective action plans, discipline reports, employee motivation & rewards

●Built a solid company culture where all employees felt respected, appreciated and motivated to contribute to work

●Assisted with receipt of completed new hire training & orientation paperwork

●Insured compliance with all applicable company, customer, OSHA, EPA, FRA and DOT regulations by performing key audits, and/or relevant inspections

●Assured associates are properly trained on their jobs work instructions by way of Conducting key performance indicator (KPI) audits & Ride along evaluations

●Ensured all accidents/ incidents/injuries are promptly & properly reported, documented and investigated using the incident reporting system

●Established and maintained contact with the customer(s) to ensure customer expectations are met

●Performed pre-shift briefings and assigned daily work for the shift based on manpower needs

●Monitored and motivated employees to ensure they worked safely, followed proper work procedures/SOPs and worked together efficiently to achieve required production goals

Birmingham Jefferson County Transit Authority (MAX)

Manager of Maintenance Administration/ Transit Asset Manager (Jan. 2018 – Aug. 2021)

●Monitored & predicted the performance of rolling stock, equipment & facilities assets (by way of Useful Life Benchmarks, Condition Assessment & Performance Targets) and informed management of the investment prioritization (determined by the estimated capital investment needs over time).

●Operated, maintained & improved assets effectively through their entire life cycle; reported such asset inventory, condition assessments, performance targets, narrative reports, developed TAM Plan to NTD annually.

●Maintained a good working relationship with other departments, union representatives & members of the public using principles of good customer service.

●Liaison between the agency’s maintenance department and its customers (vendors, other departments and the public)

●Helped develop and implement maintenance service goals, objectives, policies, procedures & work plans relative to the repair, inspection, bus warranty administration, tagging, testing, servicing & disposal of BJCTA fixed assets ( to include buses, other automotive vehicles, tools, facilities & equipment.

●Enforced & monitored company policy, department rules & regulations and issued disciplinary actions/reprimands

●Provided input for operating budget & National Database reporting; assist with the preparation of FTA Triennial Reviews; Generate PM Inspections & keep current.

●Developed & presented written & oral reports/analyses on a wide variety of highly complex maintenance service issues to a variety of audiences-including BJCTA Board of Directors.

●Coordinated with Finance, Procurement & Grants Departments to ensure accurate accounting of all transit revenues & expenditures.

Administrative Assistant II (Maintenance Dept) (Feb. 2016 – Jan. 2018)

●Compiled data & research to help understand the department's policies, procedures & operations; provide clerical support with correspondences and documents (e.g. preparing, typing, proofreading; editing; revising and formatting).

●Submitted financial, statistical narrative and other reports on a daily, weekly & monthly basis (or as requested).

●Prepared & review the department's purchase requisitions; review attendance and payroll data for errors and then its submission.

●Maintained the department's personnel records (e.g. filing, storing & retrieval of such documents); maintain accurate recording & tracking of seniority lists, vacations & disciplinary/non-disciplinary activities.

Customer Service Representative (Dec. 2014 – Feb. 2016)

●Greeted the public & engaged with customers; assisted customers with inquiries about route schedules and times, bus fare & other BJCTA services.

●Recommended BJCTA products to best meet customers' needs; compiled statistical data to assist in submitting daily sales reports, inventory cards & bank deposits.

●Participated in customer market-surveys; assisted in creating better ways to help customers understand BJCTA policy & procedures; assisted in creating monthly work schedules.

●Worked closely w/supervisor; assisted in providing general supervision of the department in the supervisor's absence; assisted with receiving customer complaints & providing recommendations for resolutions.

●Assisted in creating standard operating procedures (SOP) for the department; assisted with providing photos of BJCTA's performance & endeavors for social media and marketing purposes.

●Operated cash register (to sell bus tickets/passes), computer (Word, Excel, & Access), copy machines & fax machines.

EDUCATION/CERTIFICATIONS

Louisiana State University 2021-present

Certification – Tableau Business & Data Analytics

Strayer University 2010 – 2013

Masters-Public Administration

University of Montevallo 1997 – 2002

Bachelor of Science – Psychology

PROFESSIONAL DEVELOPMENT

2022 Corporate Management Training

●EEO & Hiring Practices

●Payroll, E-Rail Processing

●HR Policies & Procedures

●How To Create & Maintain A Safety Culture

●OSHA Compliance

●ISA-Importance & Trends

●Incident Investigation, Root Cause Analyses & Worker’s Comp

●Equipment, Maintenance & Inspections

●Leadership, Team Building & Coaching Skills For Managers & Supervisors

2021 OSHA Certification

●General Industry & Safety Health

2014-2018 STAR12 Career development classes (Customer Service & Administrative

Assistant)

•How to Deliver Grand Slam Customer Service (Marketing & Sales)

•Confronting in a Calm Manner (Communication)

•Breaking Bad Communication Habits (Communication)

•Developing Your Leadership Voice (Human Resources)

•Asset Management-Maintenance and Satisfactory Continuing Control (Triennial Review Workshop)

•Procurement-Procurement (Triennial Review Workshop)

NOTABLE MENTIONS—-member of the Golden Key International Honor Society -2013

-member of the American Society for Public Administration (APSA)-2014

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