Amy Lona
Watsonville,CA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
Bus Operator
Santa Cruz Metropolitan Transit District
2015.06 - Current
- Maintained a clean and safe bus environment for the comfort of all passengers.
- Assisted passengers with disabilities, ensuring their safe boarding, travel, and disembarking from the bus.
- Helped passengers stow and retrieve luggage, bags, wheelchairs and other items.
- Adhered strictly to traffic laws and safety guidelines while operating the bus on assigned routes.
- Implemented conflict resolution strategies to maintain a positive atmosphere onboard the bus during challenging situations.
- Received commendations for exceptional customer service and professionalism during interactions with passengers.
- Informed passengers about route details, schedules, transfers, and fare policies as needed.
- Assisted distressed passengers and notified dispatch of bus location and passenger symptoms.
- Accepted and processed fares.
- Participated in ongoing training sessions to stay current on industry best practices and regulatory updates.
- Handled emergency situations calmly and effectively by following established protocols for passenger safety and incident reporting.
- Answered questions from passengers with respect and accuracy, providing information about fares, schedule details, and baggage stowing.
- Maintained full understanding of local roads and traffic patterns.
- Prepared detailed reports of daily operations including incidents, mechanical issues, delays, or other pertinent information for management review.
- Consistently met or exceeded on-time performance goals, contributing to overall system efficiency.
- Contacted dispatchers and company mechanics to report vehicle issues and other problems.
- Enhanced passenger satisfaction by providing timely and efficient transportation services.
- Built rapport with regular passengers, creating a sense of trust and community within the public transit system.
- Mentored new hires by sharing best practices for effective communication with passengers and navigating complex routes safely.
- Collaborated with dispatchers to address route changes, delays, or emergencies in real time.
- Efficiently processed fare payments using various methods such as cash, cards, or mobile applications.
- Assisted in developing new routes and schedules by providing valuable feedback on passenger needs and traffic patterns.
- Conducted comprehensive pre-trip inspections to ensure vehicle safety and compliance with regulations.
- Conducted regular maintenance checks on the bus''s engine oil levels, tire pressure gauges, brake systems-ultimately reducing repair costs over time.
- Transported passengers safely along prescribed routes according to tight schedules.
- Operated bus and navigation equipment in alignment with company safety, DOT, and local traffic standards and regulations.
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.
- Acted calmly, productively and professionally under pressure for helpful emergency response.
- Retained bus system, route and stop knowledge for informative customer advice.
- Developed and maintained positive relationships with passengers and other drivers.
- Completed daily reports covering trip details, vehicle maintenance actions, and reportable incidents.
- Participated in regular training sessions to stay up-to-date on safety regulations and driving techniques.
Member Service Representative
Bay Federal Credit Union
2005.06 - 2015.05
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Maintained and managed customer files and databases.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Managed daily balancing tasks reducing discrepancies in accounting records while maintaining accuracy.
- Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Generated account activity reports to identify upgrade and sales opportunities.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and backed up other customer service managers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
Associate of Science - Biology
Cabrillo College
Aptos, CA08.2004
Skills
- Accurate Recordkeeping
- Special needs understanding
- Effective communication skills
- Customer relations skills
- Guest Relations
- Incident Reporting
- Emergency Procedures
- New Hire Training
- Proficient in Microsoft Office
- Critical Thinking
- Strong Working Relationships
- Team Collaboration
- Situational Awareness
Languages
Spanish
Full Professional
Timeline
Bus Operator
Santa Cruz Metropolitan Transit District
2015.06 - Current
Member Service Representative
Bay Federal Credit Union
2005.06 - 2015.05
Associate of Science - Biology
Cabrillo College
Similar Profiles
Anthony CastroAnthony Castro
Mechanic 2 at Santa Cruz Metropolitan Transit DistrictMechanic 2 at Santa Cruz Metropolitan Transit District
Mia MorenoMia Moreno
Marching Band Member at Santa Cruz Valley Unified School District 35Marching Band Member at Santa Cruz Valley Unified School District 35
PARKER GUYPARKER GUY
Deputy Harbor Master at Santa Cruz Port DistrictDeputy Harbor Master at Santa Cruz Port District