Operations Manager - Luxury Transportation Logistics

Santiago Lugo

Pembroke Pines, FL ***** +1-718-***-**** ****************@*****.***

Summary

SANTIAGO LUGO

Pembroke Pines, FL 3302 ****************@*****.*** +1-718-***-**** Professional SummaryResults-driven operations leader with over 20 years of experience in the ground transportation industry. Proven expertise in fleet management, dispatch operations, customer service, and chauffeur supervision. Demonstrated ability to manage luxury transportation services, coordinate high-volume logistics, and ensure compliance with safety and regulatory standards. Committed to delivering exceptional client experiences, with a strong track record of building reliable teams and optimizing operational performance. Authorized to work in the U.S. for any employer.

Professional ExperienceOperations Manager

EducationHigh School Diploma

Abraham Lincoln High School – Brooklyn, NY 1993 – 1997 Skills • Operations Management

• Chauffeur & Fleet Supervision

• Transportation Management Systems (TMS)

• Logistics

• Luxury & Medical Transport Services

• Customer Service & Client Relations

• Real-Time Dispatching & Routing

• Team Leadership & Staff Training

• Compliance & Safety Oversight

• Vendor & Partner Coordination

• Microsoft Office & Outlook

• Data Entry & Documentation

• Communication & Negotiation

• CMMS & Maintenance Tracking

• 3PL and Logistics Coordination

Work Authorization

Authorized to work in the US for any employer

Work Experience

Operations Manager/Business Development

Mobii-Ride Miami, FL

January 2026 to Present

Director of Operations & Business Development (Part-Time) Mobii-Ride Miami, FL

January 2026 – Present

• Oversee daily operations for executive and VIP transportation services, ensuring seamless service delivery

• Manage dispatch workflows, routing, and real-time trip adjustments for high-priority clients

• Lead chauffeur coordination, performance standards, and service quality control

• Develop and implement operational strategies to improve efficiency, reliability, and client satisfaction

• Build and maintain relationships with Executive Assistants, travel coordinators, and corporate clients

• Drive business development initiatives, securing new accounts and increasing booking volume

• Coordinate with global affiliate partners to ensure consistent service delivery across markets

• Handle last-minute, high-pressure travel changes with a solutions-focused approach

• Monitor KPIs and operational metrics to identify performance improvements and growth opportunities

• Support brand visibility through strategic outreach and client engagement Operations manager

Bellwood Global Transportation Fort Lauderdale, FL October 2023 to July 2025

Manage and oversee daily operations for a high-end fleet of luxury vehicles (limousines, black cars, executive SUVs). Recruit, train, and manage professional chauffeurs, enforcing customer service standards and appearance policies. Coordinate real-time trip assignments, optimizing routes to reduce downtime and increase efficiency. Ensure delivery of premium client experiences including VIP, red carpet, and high-profile service requests. Monitor compliance with local, state, and federal transportation regulations; conduct audits and safety checks. Track budgets, vendor contracts, and operational KPIs; report financial insights to senior leadership. Implement dispatching and GPS systems; oversee CRM for client relationship and preference management. Maintain partnerships with hotels, corporate accounts, and event planners to ensure smooth service delivery. Lead planning and contingency operations for large-scale events Scheduling dispatchers to ensure coverage for 24/7 operations Dispatcher manager

Myle Transportation Brooklyn, NY

February 2020 to September 2023

• Managed all incoming emergency and non-emergency calls for transportation services.

• Dispatched drivers promptly and effectively, ensuring timely service to residences and facilities.

• Collected trip details to coordinate appropriate transport for medical and special needs passengers.

• Mentored dispatchers and led daily team operations in the absence of a manager.

• Contributed to service improvement initiatives and provided feedback to leadership. Lead Dispatcher

A plus Limo Bronx, NY

February 2011 to December 2019

• Prioritized and managed a high volume of incoming service calls.

• Dispatched non-emergency and medical transportation efficiently.

• Adjusted schedules in real-time based on route changes and passenger needs.

• Trained junior dispatchers and supported team coordination. Dispatcher/Customer Service Representative

Corporate Transportation Group Brooklyn, NY

February 2001 to January 2010

• Handled dispatch operations for corporate accounts in a high-pressure environment.

• Advised drivers on road conditions and route changes due to emergencies or delays.

• Collaborated with clients and supervisors to address service adjustments and complaints.

• Matched client requirements with suitable drivers and vehicle types. Education

High school diploma

Abraham Lincoln High School Brooklyn, NY

1993 to 1997

Licenses and Certifications

Driver's License

Skills

Data entry Leadership Open communication (faculty and staff relations techniques) Transportation management systems Customer service Communication skills Maintenance Cross-location scheduling Microsoft Outlook 3PL Office experience Negotiation English Phone etiquette Maintenance task scheduling Microsoft Office Problem-solving Decision making Dispatching Logistics Supervising experience Emergency scheduling Organizational skills Written communication Manager experience Phone communication CMMS Transportation management Critical thinking Managerial communication Windows Conflict management Team management Management Map reading

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