Bus Operator & Customer Service Professional

TOWANA HODGES

Waldorf, MD 202-***-**** ************@*****.***

Professional Summary

Transportation and customer service professional with extensive experience delivering safe operations, clear communication, and excellent passenger service. Skilled in safety compliance, conflict resolution, incident reporting, and maintaining high service standards in fast-paced environments. Known for reliability, professionalism, and ensuring customer satisfaction while meeting operational goals. Core Skills

• Passenger Safety

• Route & Schedule Adherence

• Customer Service Excellence

• Conflict Resolution

• Incident & Accident Reporting

• Problem Solving

• Professional Communication

• Administrative Support

• Multiline Phone Systems

• MS Windows

Professional Experience

Bus Operator – Washington Metropolitan Area Transit Authority (WMATA) Oct 2023–Present

• Safely operate passenger buses throughout high-traffic metropolitan routes

• Conduct pre-trip and post-trip vehicle inspections to ensure safety compliance

• Maintain on-time route performance while monitoring traffic and weather conditions

• Complete detailed incident and accident reports

• Deliver courteous and professional passenger service Customer Service Representative III – Primerica Jul 2013–Oct 2023

• Assisted policyholders and agents with billing, coverage, underwriting, and policy changes

• Resolved account issues and documented research findings accurately

• Escalated priority issues and supported internal service teams Customer Service Representative – Hertz Aug 2012–Jul 2013

• Processed vehicle rentals and returns with accuracy and efficiency

• Explained billing, optional services, and promotional discounts

• Assisted airport travelers and maintained positive customer experiences Security Officer – SFI Apr 2007–Dec 2011

• Maintained facility safety and security operations

• Completed reports and monitored property conditions Education

Business Management – Prince George’s Community College, Landover, MD

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