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
06.2015 - 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
06.2005 - 05.2015
- 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
06.2015 - Current
Member Service Representative
Bay Federal Credit Union
06.2005 - 05.2015
Associate of Science - Biology
Cabrillo College
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