Ammee Alvior
Oakland,CA
Summary
Encouraging transit leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
23
23
years of professional experience
Work History
Customer Experience Project Manager
San Francisco Municipal Transportation Agency
02.2024 - Current
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
Deputy Senior Operations Manager
SFMTA
12.2020 - 02.2024
- Leads a diverse workforce of over 2500 employees from the nine bus and rail operating divisions and Dispatch Operations combined while managing the overall operations of the Transit Management Unit within the Transit Division
- Enhanced team efficiency by streamlining communication processes and implementing new procedures ie development of Division Managers and Dispatch SOPs and conducting quarterly division audits that results in practical operations
- Streamlined and standardized administrative and operational processes across divisions to promote consistent practice.
- Established and Implemented initiatives that promoted productivity and efficiency in our daily operations such as an Online Reporting of Miscellaneous Reports, Online Time-Off Bidding, Online Rail Wish list selection and recognition programs like the Outstanding Attendance Program and Recognition Walls of Excellence.
- Monitors and evaluates the effectiveness and efficiency of each transit division's service delivery system, staffing levels, and other internal operations
- Performs mid-year check-in with Division managers to identify challenges and recommends alternative approaches for improvements
- Collaborates with division managers discussing disciplinary cases to ensure warranted and consistent corrective actions are proposed based on current procedures and guidelines
- Represents the agency and division managers during grievance hearings at Step 2 and Step 3
- Supports the ongoing development of the Discipline and Merit Operator Performance Review program and implementation of Agency goals relating to Safety, Service Delivery, Employee Recognition, and advancement of equality, equity, and inclusion
- Reviewed and updated department policies as needed to ensure compliance with federal, state, and local regulations.
- Coordinated multi-agency operations for complex cases, sharing information efficiently while protecting sensitive data.
- Evaluated staff performance through regular reviews, identifying areas for improvement while recognizing achievements that contributed positively to the department''s mission.
- Participated in ongoing professional development opportunities, staying current on industry best practices and emerging trends in public transit.
- Collaborated with multiple departments to develop effective strategies for case management and resource allocation.
- Presents weekly PowerPoint Violation reports during service review meetings
- Prepares high-level weekly reports on the current health of each division covering staffing availability, on-time performance, and challenges
- Negotiates labor proposals with Transit Operator Union local TWU 250A
- Investigates highly confidential EEO cases and follows through with appropriate corrective actions
- Manages the retention and recruitment of managers and administrative staff to ensure adequate staffing levels at the divisions to operate in optimum levels
- Provides classroom training to newly hired managers
- Provides division managers with ongoing professional development training such as PaCT leadership/coaching and SF City's Emerging Leaders class as appropriate steps to improve leadership, performance, accountability, communications, and mentorship
COVID DOC Deputy Incident Commander
SFMTA
05.2020 - 12.2020
- Provided support to the Incident Commander on the day-to-day DOC operations by planning, prioritizing, and directing the functions and activities to achieve desired goals of the Agency relating to COVID response
- Daily COVID-related updates were directly given to the agency's General manager
- Developed and implemented procedures and policies to ensure the appropriate CDC, DPH guidance is operationalized in all departments of the agency
- Prepared, reviewed, and approved a variety of reports including situational reports, Health and Safety plans, Operational bulletins, correspondence to internal and external customers such as DPH, City Administrator's Office
- Conducted and directed inspections of plans, materials, facilities, staff (such as mask compliance), and equipment/vehicles to ensure compliance with safety protocols in accordance with city-mandated health orders
- Provided support and worked in collaboration with the DOC branches – Operations, Planning, Recovery Service Planning, Shared Spaces, Safety, Logistics, Finance, Communications, Ambassadors, Security, Equity Branch, and the CCC
- Lead meetings and coordinated with other DOC Branch Chiefs, Executive Team and kept staff informed of activities and events that may have an impact on operations in relation to COVID response
- This includes coordinating the flow of information between shifts and other divisions/sections/units
- Participated in required meetings or emergency coordination outside normal work hours that may include other city departments
- Ensured coordination is made for coverage
- Ensured that COVID Hotline is staffed, and calls are responded to immediately or within the hours of operation.
9174 Division Manager – Rail and Trolley
SFMTA
01.2018 - 01.2020
- Managed and was responsible for the daily and overall operations of rail, bus, and trolley divisions
- This included but was not limited to ensuring on-time and safe service delivery by working alongside assistant managers and supervisors to evaluate and implement goals, responsibilities, policies, and procedures
- These areas include collision prevention, operator attendance, customer service complaints/commendations, employee recognitions, and progressive corrective actions
- Mentored, supported, and supervised assistant managers, upward of 1000 transit operators, division dispatchers, and administrative support staff which included public service trainees, receivers, and management assistants
- Performance requirements were established and developed targets that staff were evaluated on and reflected on their yearly performance plans
- Appropriate steps were taken to improve performance, including coaching or further training
- Corrective actions were applied, when necessary, in accordance with Agency policies and the collective bargaining agreements from the various Unions - local 250A, local 200, and local 1021
- Created a 9172 Assistant manager Cohort program where newly hired managers were trained on leadership, mentorship, and the technical aspects of the job
- Conducted and directed inspections of records, materials, staff (such as operator uniforms), and equipment/vehicles to ensure compliance with department policies and regulatory agencies such as CPUC and CHP
- Prepared weekly reports summarizing the challenges and highlights of the divisions as well as Divisional bulletins, memos, and correspondence relating to operational updates
- Participated in special projects to create consistency amongst divisions while collaborating with other Division Managers and seeing projects to completion
- Some of the projects were sending bulletins electronically via Trapeze and standardization of Disciplinary letters (Skelly, Conference, Caution and Reinstruction, and Written Warnings)
- Assisted in other special projects developing operational plans for both the local and International Rail and Bus Rodeos
- Also, a contributing member who participated in developing the agency's first Racial Equity Action Plan.
9172 Division Assistant Manager – Bus and Rail
SFMTA
01.2016 - 01.2018
- Provided support to the Division managers with the daily operations of the division in areas of service delivery, accident prevention, operator attendance, customer complaints/commendations, and progressive discipline in accordance with various Union CBA
- Mentored, supported, and supervised upward of 600 transit operators, division dispatchers, and administrative support staff which included public service trainees, receivers, and management assistants
- Performance requirements were established and developed targets that staff were evaluated on and reflected on their yearly performance plans
- Managed programs such as the new operator evaluation, improvement of the rapid service network on the 9R, and Light Rail Vehicle (LRV4) training project that were completed successfully and on time
- Developed performance measures and managed productivity to improve operations and promote the agency's goals on providing safe and reliable service
- Participated in the identification, analysis, and resolution of issues relating to operator morale
- Recognition programs such as the Outstanding Attendance Program and Employee surveys were implemented at the Rail Division.
9140 Transit Manager 1- Special Events, Construction and Film
SFMTA
01.2015 - 01.2016
- Managed, trained, evaluated, and prepared schedules for Transit Supervisors assigned to work a special event and/or construction projects
- Monitored staff compliance with SFMTA, Cal Osha, CPUC, and Film Commission rules and procedures, policies, regulations, practices, equipment/vehicle use
- Evaluated staff work performance, recommended areas of improvements, scheduled/assigned personnel and equipment, and emphasized safety in the workplace
- Collaborated with internal and external stakeholders with planning and implementing policies to ensure the smooth operation of daily, routine, and special events
- Prepared operational orders for all city events, capital projects, film shoots, and charters to minimize the impact on daily service delivery
- Implemented plans to include contingency plans for unexpected events
- Lead meetings and coordinated with the management staff to keep various departments informed of upcoming events and constructions that may impact service delivery
- Provided support to the Transit Manager 2 of the department.
9139 Transit Supervisor – Street Operations, Dispatch Operations, Line Management Center and Special Events
SFMTA
01.2012 - 01.2015
- Provided support and supervision to Transit operators on the field and at the divisions
- Responded to accidents/incidents; conducted interviews and investigations to make assessments and provide instructions and/or recommendations as necessary
- Reviewed and wrote a variety of incident reports, correspondence, and instructions utilizing various computer software programs i.e., Word, Excel, PowerPoint, Trapeze
- Coordinated quick responses to emergency situations
- Assigned personnel to address emergency situations, accidents, or service delays
- Took appropriate actions to restore and/or re-route bus service under time-sensitive work conditions.
9124 Supervisor, Customer Service/Passenger Services Unit
SF MTA
01.2002 - 01.2012
- Supervised and Trained personnel staff who conducted the initial review of customer service reports to identify and recommend a course of action by means of conducting interviews with customers
- Performed preliminary investigation by utilizing software such as Nextmuni and Trapeze Ops for Transit operator identification and viewing service trends.
Education
Transit Safety And Security Program Certificate -
US Department of Transportation
San Francisco, CA06.2024
Leadership APTA 2022 Alumni -
American Public Transportation Association
Washington, DC10.2022
Instructors Course for Transit Trainers -
US Department of Transportation
San Francisco, CA09.2021
SF City & County Peer Mediation -
SF City And County Department of Human Resources
San Francisco, CA05.2021
Transit and Paratransit Certificate Program -
University of Pacific
Modesto, CA12.2019
SF City and County MEA Leadership Alumni -
SF City And County Department of Human Resources
San Francisco, CA01.2017
Golden Gate University - Business Administration Concentration in Public Relations
Golden Gate University
San Francisco, CA1999
Skills
- Team Leadership
- Training and Development
- Emotional Intelligence
- Decision Making
- Creative Thinking
- Stakeholder Engagement
- Cross-functional Collaboration
- Strategic Planning
- Project Management
- Performance Evaluation
- Process Improvement
- Software Proficiency
- Speaks Tagalog and Pampango
Affiliations
- APTA
- SFMTA Racial Equity Action Plan project team member
- AAIP Affinity group member
- SF City & County Peer Mediator
Timeline
Customer Experience Project Manager
San Francisco Municipal Transportation Agency
02.2024 - Current
Deputy Senior Operations Manager
SFMTA
12.2020 - 02.2024
COVID DOC Deputy Incident Commander
SFMTA
05.2020 - 12.2020
9174 Division Manager – Rail and Trolley
SFMTA
01.2018 - 01.2020
9172 Division Assistant Manager – Bus and Rail
SFMTA
01.2016 - 01.2018
9140 Transit Manager 1- Special Events, Construction and Film
SFMTA
01.2015 - 01.2016
9139 Transit Supervisor – Street Operations, Dispatch Operations, Line Management Center and Special Events
SFMTA
01.2012 - 01.2015
9124 Supervisor, Customer Service/Passenger Services Unit
SF MTA
01.2002 - 01.2012
Transit Safety And Security Program Certificate -
US Department of Transportation
Leadership APTA 2022 Alumni -
American Public Transportation Association
Instructors Course for Transit Trainers -
US Department of Transportation
SF City & County Peer Mediation -
SF City And County Department of Human Resources
Transit and Paratransit Certificate Program -
University of Pacific
SF City and County MEA Leadership Alumni -
SF City And County Department of Human Resources
Golden Gate University - Business Administration Concentration in Public Relations
Golden Gate University
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