Communications Manager Incident & Customer Experience
Resume:
GAEA W. DEWALT
Upper Marlboro, Md. 20774
Cell Phone: 202-***-****
Email: ******@*****.***
Key Skills
Quality Risk Management
Data Analysis/Report Writing Capability
Complaint Handling & Resolution
Cost-Reduction Strategies
Cost/Budget Responsibility/
Human Resources
Training
Project Management
Personnel/Evaluation/Selection
Medical Terminology Familiarity
Inventories/Management/
Work Flow
911 Communications Language
Professional Experience
WASHINGTON METRO AREA TRANSIT AUTHORITY:
Communications Manager UCCC Washington, DC
2023 – present
Compose customer communication strategy during incidents.
Assure continuous updates and high priority alerts are issued for Metrorail and Metrobus.
Informs executive team regarding customer communication strategy and keeps them apprised with incident management activities of various Metro departments in real time.
Serves as an active participant in MICC Incident Coordination Team, during bus and rail incidents.
Monitors planned work operations, examines communications in the field or adjusts messaging on digital signs to ensure customers are correctly informed of real-time conditions and re-routes if necessary.
Establish Key Performance Indicators (KPI’s), collects and analyzes communications data, makes recommendations for improvement, and implements action plans to ensure continuous progress and provides visibility to senior management regarding changes to the processes and practices.
Assists in developing, implementing and modifying UCCC policies, procedures and guidelines to ensure message content and delivery is in alignment with Agency branding.
Responsible for the development and updating UCCC Standard Operating Procedures (SOPs’) that govern how the UCCC staff implements their daily responsibilities for approval by Safety and other authorized approvers.
Directs and approves messaging from the Public Communications Coordinators (PCCs’) on multiple platforms. Conducts performance reviews of the PCCs.
Directs Assistant Communications Manager formulating key wording and characterization of the incident in messaging to Metro customers.
Mentors, coaches and teaches subordinate staff; recommends classroom and on the job training; conducts performance management assessments, and other supervisory related administrative activities.
Engage in After-Action review briefings of UCCC’s response to incidents, recommend changes in procedure and protocol and commends UCCC staff for admirable actions.
Acts as a key resource for PCCs’ regarding hostile or threatening messaging on social media or other channels, providing clear guidance and support to line managers and line staff regarding hostile, inflammatory or inaccurate public responses.
Power Desk Controller Washington, DC
2021 - 2023
Manage the expeditious restoration of power for both rail propulsion and stations. (Critical Systems)
Manage, dispatch and provide technical work guidance to power crews and power supervisors responding to problems that impact service.
Acts as liaison between Track, Maintenance Operations Center (MOC), Operations Control Center (OCC) and other field forces to ensure proper communication through all disciplines on power maintenance or outages.
Manage the de-energization and energization of traction power on the railroad and ensures it is done so according to all policies, procedures and safety standards.
Manage the coordination with local utility companies to ensure proper documentation for planning and ensures proper notifications to all departments of planned and emergency outages from utility company.
Manage the issuance of work orders, power switching orders, and power outage tags and creates incidents for investigation, ensuring proper policies and procedures are followed during these activities.
Accurately analyzes fault conditions and interprets schematics, wiring diagrams and related technical documentation to ensure the appropriate assignment of maintenance personnel and the proper execution of corrective actions.
Monitors the train control display board and radio operations to determine the status of revenue operations, traction power system and the facilities support system.
Provides technical guidance in diagnosing and troubleshooting service-affecting problems.
Rail Operations Training Instructor Washington, DC
2018 - 2021
Facilitate classroom and live environmental instruction to Rail Train Controller candidates, Rail Maintenance Dispatchers and other Rail Operations personnel.
Responsible for training, certification and continued education of Rail Train Operators, Station Managers, Rail Supervisors, Rail Operations Passenger Operations Specialists, Maintenance Operations Center personnel, and Rail Traffic Controllers
Create and facilitate simulated emergency and non-emergency incidents for skills drill to measure and ensure Rail Traffic Controller continued learning and forward progression
Document, file and electronically record student schedules, grades, lesson plans and create spreadsheets to maintain each and share with management
Responsible for notifications to various departments both internal and external, including front line supervisors and executive management
Develop, correct and update curriculum to meet operational changes and upgrades to organization policies, rules and protocols
Provides leadership and guidance to Rail Operations students and certified operations personnel in accordance to established standard operating procedures.
Rail Traffic Controller /Utility Assistant Superintendent Washington, D. C.
2013 – 2018
Receives, Processes and coordinates Metrorail service-related information between the Rail Operations Control Center (ROCC) and multiple operating units, officials, etc.
Monitors various systems in the Control Center for conditions which could affect Metrorail service and makes recommendations for coordinates resources from Maintenance Operations, Rail Operations and Metro Transit Police Department to implement effective response plans.
Monitors AIMS. Internet, Intranet, MAXIMO and other tools to quickly identify Metrorail service
disruptions.
Documents all unusual occurrences that occur within the Metrorail system and ensures prompt and accurate information regarding Metrorail service is delivered to internal and external persons.
Responsible for notifications to various departments both internal and external, including emergency responders, in emergency situations.
Responsible for the timely opening and closing of all Metrorail stations and mezzanines in accordance to published times.
Provides leadership and guidance to station managers in accordance to established standard
operating procedures.
NORFOLK SOUTHERN CORPORATION:
Norfolk, VA.
Assistant Manager Health Promotions 2006 - 2013
Promote, coordinate, and conduct wellness programs and initiatives throughout corporate system consisting of over 28,000 employees.
Plans, organizes and oversees implementation of worksite activities.
Supervises contracted service providers for biometric screenings, smoking cessation education, fitness and other wellness and health promotion programming.
Atlanta, GA.
Records Coordinator Engineering Maintenance of Way Department 2008-2010
Responsible for identifying, organizing and electronically filing corporate records used for litigation, operational reference and accounting purposes.
Ensure records meet retention requirements and destroyed after defined period.
Assemble and cascade daily reports, i.e. injury reports, safety reports, and rail testing information.
Interface as Administrative Assistant to Chief Engineer rail maintenance.
Prepare travel arrangements; oversee company cellular phone accounts, corporate credit card reconciliation and accounts payable.
Atlanta, GA.
Central Yard Operations Clerk 2006-2008
Duties included but not limited to ensuring proper movement of loaded and empty railcars by coordinating work crews.
Ensure safe and continuous movement of trains by relaying via two-way radio and cellular phone hazardous conditions, derailment information and special orders between train crews and officials.
Prepare repair reports for defective freight cars or engines and coordinate repair with mechanical shops.
Reconcile crew work orders for accuracy and completion with rail supervisors.
Communicate service delays and interruptions to customers.
Answer and route calls from public related to rail crossing malfunctions, trespassing and noise complaints.
DEKALB COUNTY GOVERNMENT:
Atlanta, GA.
PARAMEDIC 2001-2006
Responded to emergency medical calls, providing pre-hospital patient care.
Accurately prepared patient care reports.
Performed medical duties, including, but not limited to the following: patient triage, venipuncture, blood glucose monitoring, EKG, cardiac, defibrillation, nasal and tracheal intubation, airway suctioning, drug administration, post traumatic spinal management.
Detailed reporting of pre-hospital care for use by clinical professionals to decide treatment options.
Norfolk, VA.
Atlanta, GA.
911 OPERATOR/DISPATCHER 1996-2001
Responded to 911 in-bound calls in a high volume emergency 911 center.
Accessed and confirmed proprietary and confidential public safety via Computer Aided Dispatch (CAD) system.
Communicate with emergency personnel via two-way radio to relay information to field personnel.
Resolved customer escalations during sensitive and life threatening incidents.
Successfully worked cross-functionally between dispatching areas for fire, police, animal control and medical rescue.
Assist with training new employees as a senior operator.
HOME DEPOT
Alpharetta, GA
ACCOUNTS PAYABLE CLERK 1995-1996
Responsible for auditing store shipping orders.
Monitored the accuracy of orders and balanced ledger accordingly.
Served as a liaison between store receiving managers and home office.
Utilized Excel and Word to log and house information.
Education & Certifications
MERCER UNIVERSITY, Macon, GA.
Bachelor of Science Degree Public Safety, 2014
GWINNETT TECHNICAL COLLEGE, Duluth, GA.
Associate Degree Paramedic Technology, 2008
CLARK ATLANTA UNIVERSITY, Atlanta, GA.
Coursework towards Communications Degree, 1991-1993
OSHA 10-hour, Safety Management System (SMS), US Department of Transportation Safety Institute – Instructor Excellence, Certified Georgia Peace Officer Standards and Training Council Communications Operator Advance Cardiac Life Support (ACLS), CPR, Pre-hospital Life Support (PHTLS), and National Registered EMT Paramedic (NREMT-P), MS Office Suite (Word, Excel, PowerPoint, Outlook, Publisher).
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