Allison James

• Analyzed customer needs and provided best options, upselling products and services.
• Engaged customers and provided high level of service by carefully explaining details about documents.
• Cultivated lasting professional relationships, which created continuous client referral streams within community.
• Coordinated appointments and consultations with clients to identify individual needs and gain better understanding of overall financial situations.

• Manage and direct the overall operation to ensure compliance of all company policies and expectations of customer satisfaction.
• Provide general guidance and training to all department managers and staff to help attain OKR’s (Objectives and Key Results) and other goals that align with company standards of performance.
• Work closely with City management to help develop and implement city dispatch guidelines.
• Managed Dispatch process for Supershuttle and Execucar in multiple cities and Airports to include: BWI, DCA, HOU, JAX, CLE, LAX, ONT, DFW, PHX, SAN, SFO, TPA, MCO including multiple smaller affiliate ExecuCar cities across the nation.
• Helped develop and implement a training program for all dispatch staff.
• Responded to escalated customer and city concerns.
• Overall responsibility for onboarding, scheduling, performance evaluation, and staffing responsibilities for the management of the department.
• Investigates, makes and administers decisions up to and including terminations.

· Manage and direct the overall operation to ensure customer satisfaction and compliance of all company policies and expectations.

· Provide general guidance and training to all department managers and staff to help attain our OKR's and other goals that align with company standards of performance.

· Work closely with City management to help develop and implement city dispatch guidelines.

· Managed Dispatch process for SuperShuttle and ExecuCar in multiple cities and Airports to include: BWI, DCA, HOU, JAX, CLE, TPA, and MCO including multiple smaller affiliate ExecuCar cities across the nation.

· Helped develop and implement a training program for all dispatch and call center staff.

· Responded to escalated customer and city concerns.

· Overall responsibility for onboarding, scheduling, performance evaluation, and staffing responsibilities for the management of the department.

· Investigates, makes and administers decisions up to and including terminations.

· Mitigated regulatory risks by overseeing compliance visits and adhering to protocol.

• Manage and direct the overall operation to ensure compliance of all company policies and expectations of customer satisfaction.
• Assisted in Developing and managed the operational budget to help reduce costs and increase profitability.
• Provided general guidance to all departments within the operation.
• Assisted the Corporate office with contract procurement, operational analysis, and price structures.
• Handle all aspects of franchisee/driver relations including but not limited to: Article 19A driver qualification, other legal matters, driver compliance and training classes as well as customer and employee complaints.
• Managed and Maintained our Airport Contract to ensure contract compliance.
• Communicated with airline and Port Authority personnel on behalf of SuperShuttle.
• Managed Franchise contracts and Recruitment Process.
• Organized and coordinated special movements.