Operations Manager Customer Service

Danielle Carroll

***** ******** **** **, *** ***, Richmond, TX 77469

254-***-**** ️ *********@******.*** ********.*******@*********.***

Professional Summary

Experienced Operations Manager with a strong background in transit operations, dispatch supervision, and team leadership. Adept at optimizing on-time performance, improving operational efficiency, and fostering a positive work culture. Proven track record in staff training, schedule coordination, and resolving customer and contractor complaints efficiently. Skilled in Ecolane Scheduling, Microsoft Office Suite, and transit logistics.

Work Experience

MV Transportation – Houston, TX

Assistant Operations Manager (03/2023 – Present)

Salary: $30.00/hr 50 hours per week

- Supervise daily transit operations, including Dispatch, Starters Office, and Professional Operators.

- Maintain a 98%+ On-Time Performance (OTP), reducing liquidated damages through improved scheduling and oversight.

- Conduct hiring interviews for driver positions, ensuring high-quality recruitment.

- Manage attendance tracking and compliance, applying and adjusting attendance points as needed.

- Investigate and resolve complaints from contractors, passengers, and operators, ensuring prompt and satisfactory resolutions.

- Implement progressive disciplinary actions, improving workforce accountability and performance.

- Oversee accident/incident reporting and investigations, ensuring compliance with safety regulations.

- Assist in union contract bid list preparation and workforce scheduling.

- Coordinate daily operations to ensure drivers are dispatched on time and reach designated zones promptly.

RATPDEV – Indianapolis, IN

Operations Supervisor (12/2021 – 01/2023)

Salary: $28.00/hr 50 hours per week

- Led dispatch operations and supervised professional drivers, ensuring service efficiency.

- Improved weekday OTP from 30% to 80%, overcoming manpower shortages through strategic scheduling.

- Trained new dispatchers, enhancing department productivity and compliance.

- Conducted interviews for dispatch and driver roles, ensuring high-quality talent acquisition.

- Managed trip imports/exports to provide contractors with accurate scheduling.

- Investigated customer and contractor complaints, implementing solutions to improve service quality.

- Implemented disciplinary measures, improving workforce accountability.

- Managed scheduling and bidding processes per union contract requirements.

- Filled in dispatch roles during staff shortages to maintain seamless operations.

Waco Transit System – Waco, TX

Transit Coordinator / Scheduler (08/2006 – 12/2021)

Salary: $21.50/hr 40 hours per week

- Provided on-the-job training and mentorship for new employees, ensuring readiness for independent work.

- Managed transit scheduling, developed and posted bus detours, and coordinated demand-response operations.

- Resolved customer service issues, ensuring smooth and safe travel experiences.

- Developed strategic solutions to operational challenges, positively impacting employees and service delivery.

- Responded to transit-related inquiries, including schedules, detours, and city maintenance impacts.

- Managed radio communications for dispatch, ensuring clear and efficient transit coordination.

- Assisted customers with transit forms, program requirements, and procedural guidance.

Skills & Certifications

Operations & Dispatch Management

Staff Training & Leadership

Ecolane Scheduling & Demand Response Systems

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Incident & Accident Reporting

Customer Service & Conflict Resolution

Transit Route Planning & Scheduling

Union Contract Bidding & Workforce Coordination

Time Management & Event Coordination

Education & Training

- Leadership Training

- Ecolane Scheduling System Certification

- Passenger Vehicle Operation (15-passenger buses & vans)

- Data Entry & Administrative Coordination

References

Available upon request.

Contact this candidate