Dedicated supervisor and effective leader of operations with a focus on customer service, traffic execution, and equipment maintenance. Skilled in motivating operators and ensuring operational needs are met within the Light Rail division. Experienced in team leadership and operational management, utilizing strong organizational skills to optimize workflow and enhance team efficiency. Proven track record of fostering a collaborative work environment to achieve collective goals.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Supervisor, Light Rail Operations Control Center
Maryland Department of Transportation
01.2020 - Current
Supervise Light Rail Operators within the rail system.
Rerouting LR Trains
Schedule Recovery
Control the Mainline entry and exits.
Communicating with operators via 2 way communication devices.
Completing all paperwork, incident/accident reports, operator violation reports, train markups and director’s log.
Set switches and interlocking within the rail system
Follow and Enforce Standard Operating Procedures
Supervised daily operations, ensuring adherence to safety protocols and company standards.
Mentored team members, fostering skill development and improving overall performance.
Streamlined workflow processes, enhancing efficiency and reducing operational delays.
Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
Maintained database systems to track and analyze operational data.
Used [Trapeze] to perform data entry functions.
Independent Contractor
Amazon Flex
01.2020 - 06.2025
Using my personal vehicle to deliver packages to businesses and homes.
Managed delivery routes to ensure timely and accurate package distribution.
Utilized mobile applications for real-time tracking of deliveries and customer communication.
Monitored vehicle performance and maintenance schedules to ensure reliability in operations.
Patient Administrator
University of Maryland Medical Center
01.2020 - 01.2021
Register Patients in the Shock Trauma Unit by collecting confidential information from patients for their hospital charts.
Knowledge of HIPPA LAW
Completing all Trauma reports related to patient information using the hospital epic system.
Escorting patient’s family to trauma floor
Provided exceptional customer service, addressing patient concerns promptly and professionally.
Ensured smooth operations of the front desk, handling phone calls and directing inquiries to appropriate staff members.
Maintained strict confidentiality standards, ensuring all sensitive information remained secure and adhering to HIPAA regulations.
Communicated with patients, ensuring that medical information was kept private.
Data Entry
Transdev Services Inc.
01.2019 - 11.2020
Correcting MTA Mobility operator manifest
Correcting mileages and scheduled times within Trapeze
Building runs within Trapeze
Assisting in manifest training
Scanning manifest to MTM
Maneuvering clients and trips within the Trapeze system
Corrected data entry errors to prevent duplication or data degradation.
Developed proficiency in using various software programs for efficient data entry operations.
Executed administrative tasks to maintain accurate records, documentation, and data entry.
Performed administrative tasks efficiently, including data entry, document preparation, and expense tracking.
Reduced data entry errors with thorough quality control checks and timely corrections.
Used [Trapeze] to perform data entry functions.
Performed data entry with speed and accuracy.
Assisted in data entry tasks for accurate and timely information storage.
Performed data entry, filing, copying, and faxing.
Facilitated accurate reporting by maintaining up-to-date documentation and data entry procedures.
Supported accurate record-keeping with diligent data entry and file management.
Increased accuracy in documentation by implementing standardized forms and data entry procedures.
Lead Dispatch Supervisor
Transdev Services Inc.
01.2017 - 01.2019
Control day to day operations
Manage the monitoring and tracking of the vehicles.
One on One communication with the customer
Preparing routes and scheduling employees
Completing, correcting and inputting payroll
Generating, new business, and booking trips for the company
Support senior management in accomplishing goals and other duties.
Assist with Union run picks and cut process
Oversaw daily dispatch operations, ensuring timely and efficient service delivery.
Coordinated communication between drivers, clients, and management to optimize route planning.
Managed scheduling of personnel and vehicle allocation to meet operational demands.
Trained and mentored new dispatch staff on systems and best practices for effective performance.
Supervised team of [75-100] employees and provided training focused on maximizing overall performance.
Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
Created a positive work environment through open communication channels and fostering teamwork among staff members.
Assisted in resolving conflicts between drivers or customers when necessary, employing diplomacy skills and ensuring the best possible outcomes for all parties involved.
Directed dispatching, routing, and tracking of [50-75] fleet vehicles.
Ensured compliance with local, state, and federal regulations governing emergency response dispatch activities.
Oversaw vehicle maintenance schedules, coordinating repairs as needed to minimize downtime for fleet vehicles.
Maintained meticulous employee records to accurately track attendance and productivity.
Maintained updated and detailed records of calls in physical and electronic database.
Maintained strong relationships with vendors and contractors to ensure seamless service delivery during peak periods.
Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
Generated reports to track deliveries and maintain proper records and documentation.
Answered phone calls and responded to customer emails.
Managed customer accounts and invoicing.
Received new orders, prepared documentation, and assigned personnel.
Assisted in resolving customer complaints and grievances.
Provided customers with information on products and services.
Booking Coordinator
Transdev Services Inc.
01.2015 - 01.2019
Strong communication, interpersonal, and coordination skills
Skilled at managing time bound assignments and meeting deadlines
Operating FastTrack System for booking and invoicing
Directed telephone calls to appropriate parties.
Demonstrated flexibility by adjusting schedules quickly in response to last-minute changes or requests from both clients and service providers.
Provided exceptional customer service, fostering positive relationships with both new and existing clients.
Contributed to an increase in repeat business through proactive communication efforts surrounding upcoming appointments or special promotions.
Improved appointment scheduling efficiency by streamlining the booking process and implementing a user-friendly system.
Maintained strict confidentiality when handling sensitive client information during the scheduling process.
Assisted coworkers and staff members with special tasks on daily basis.
Liaised between clients and vendors and maintained effective lines of communication.
Managed filing system, entered data and completed other clerical tasks.
Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
Dispatch Supervisor
Transdev Services Inc.
01.2015 - 01.2017
Work together with operators, dispatchers and management to create the most effective scheduling and routes to maximize efficiency
Maintain and manage a positive work environment by interacting in a professional and polite manner with customers and team.
Address any customer issues and/ or provide resolutions to problems that are within the scope of work.
Operator
Transdev Service Inc.
01.2000 - 01.2015
Responsible for the safe transport of passengers going to adult daycare.
While operating a non-cdl vehicle.
Transporting passengers throughout the Baltimore City Metro area.
Always compliant with Department of Transportation regulations.
General Cleaner
State of Maryland University of Maryland College
01.2002 - 01.2003
Cleaned office buildings, laboratories, auditoriums, and classrooms.
Collaborated with facilities management to schedule deep cleaning tasks during off-peak hours, minimizing disruptions.
Maintained cleanliness and sanitation in assigned areas, ensuring safe environments for students and staff.
Operated industrial cleaning equipment, adhering to safety protocols and operational guidelines.
Implemented improved cleaning processes, enhancing overall service quality within the department.
Upheld company standards for cleanliness and sanitation by consistently following prescribed protocols and procedures.
Emptied trashcans and transported waste to collection areas.
Improved facility hygiene through diligent sanitization of high-touch surfaces and restrooms.
Used time management and efficient cleaning methods to meet deadlines.
Increased client satisfaction through meticulous attention to detail in all cleaning tasks performed.
Delivered efficient waste management by regularly emptying trash receptacles and recycling bins.
Worked alongside other cleaners to complete jobs in corporate office buildings.
Assisted in the successful completion of corporate events by ensuring clean, well-presented spaces for attendees'' comfort and enjoyment.
Removed trash, debris and other waste materials from premises.
Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.
Handled equipment, chemicals, and materials properly and with caution.
Cleaned and maintained lobbies, offices and other common areas in commercial buildings.
Cleaned and polished glass doors, mirrors and other surfaces to maintain professional appearance.
Emptied waste paper and other trash from premises and moved to appropriate receptacles.
Housekeeper
Extended Stay America at BWI
01.2001 - 01.2002
Cleaned hotel rooms, stack linen closets with clean linen and amenities.
Maintained cleanliness and sanitation standards in guest rooms and public areas.
Streamlined cleaning processes to enhance efficiency and service quality.
Collaborated with front desk staff to address guest requests promptly.
Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
Disposed of trash and recyclables each day to avoid waste buildup.
Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.
Adhered to professional house cleaning checklist.
Housekeeper
Maid to Perfection
01.1998 - 01.1999
Cleaned private homes and businesses
Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
Dusted picture frames and wall hangings with cloth.
Increased room availability by managing time wisely and completing tasks within designated deadlines.
Verified cleanliness and organization of storage areas and carts.
Operated electronic backpack vacuums and floor sweepers.
Scrubbed floors with special cleaners and equipment to achieve deep clean.
Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
Education
Associates of Applied Science - Business Management
Baltimore City Community College
Baltimore, MD
06.2014
Skills
Strong analytical, interpersonal, organizational, and administration skills
Planning and scheduling trip dates and operators
Preparing and submitting invoicing
Promoting safety at the workplace and supervising the activities of the workers
Team building
Training and mentoring
Goal oriented
Staff management
Customer service
Attention to detail
Employee motivation
Project management
Accomplishments
Used Microsoft Excel to develop inventory tracking spreadsheets.
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