Bryant Williams
Houston,Tx
Summary
Results-driven Transportation Operations Manager with extensive experience managing high-volume airport parking and shuttle operations. Expertise in logistics coordination, team leadership, and safety compliance, complemented by a commitment to enhancing customer experience and operational efficiency.
Overview
4
4
years of professional experience
Work History
Transportation Operations Manager
SP+| Global | IMS
Houston, TX
02.2025 - Current
- Managed day-to-day operations of a high-volume airport parking facility with 9,500 parking spaces, ensuring safe, efficient, and customer-focused service delivery.
- Oversaw a transportation fleet of 45 buses, coordinating dispatch, routing, maintenance scheduling, and driver performance to support continuous passenger movement.
- Led a workforce of approximately 150 employees, including drivers, frontline staff, and 8 assistant managers, with responsibility for staffing, training, coaching, scheduling, and performance management.
- Directed frontline operations to maintain strong service standards, operational efficiency, and compliance with airport and company policies.
- Spearheaded the system implementation transition from Amano to TIBA, managing operational rollout, staff training, troubleshooting, and process adaptation to improve parking and revenue control systems.
- Monitored facility performance, traffic flow, and staffing levels to ensure smooth daily operations during peak and off-peak airport activity.
- Partnered with assistant managers and frontline leadership to resolve customer service issues, operational challenges, and staffing needs in real time.
- Ensured compliance with safety procedures, operational standards, and service expectations across transportation, parking, and customer-facing teams.
- Supported revenue protection, equipment functionality, and operational reporting through close oversight of parking systems, gate equipment, and field processes.
- Developed and implemented process improvements to increase efficiency, reduce service disruptions, and enhance the overall customer experience.
- Coordinated cross-functional communication between operations, transportation, maintenance, and customer service teams to maintain seamless facility performance.
- Managed employee accountability, attendance, and operational discipline while fostering a team-oriented and service-driven work environment.
Assistant Parking Operations Manager
SP+ Parking
Houston, TX
09.2022 - 02.2025
- Managed multi-site parking operations, including a surface lot, a 14-level garage, and an underground facility beneath the Pennzoil Building, serving over 1,600 contract parkers and high daily transient traffic. Implemented technology solutions such as automated payment systems and real-time occupancy tracking to improve efficiency and enhance user experience.
- Coordinated and managed parking operations for large-scale events, including entry and exit plans for Baylor University games and high-traffic weekend events, generating an additional 10% of monthly revenue. Collaborated with local event organizers to provide tailored parking solutions, including reserved spaces.
- Addressed customer inquiries and complaints with a personalized approach, implemented customer loyalty programs, and conducted periodic surveys to assess and improve service quality, reducing complaints by 25% and increasing positive feedback by 30%.
- Ensured compliance with state regulations and safety guidelines, conducted facility inspections, and collaborated with the security team to implement updated measures. Implemented training programs to educate staff on emergency response protocols.
- Maintained high visual standards through equipment upkeep, minor repairs, and oversight of routine tasks like painting and cleaning to ensure a clean, organized garage environment.
- Compiled and analyzed monthly performance and occupancy reports to identify trends for staffing, budgeting, and capacity decisions, leveraging data analytics to predict peak usage times and optimize resource allocation.
Education
BBA - Business Administration
Howard Community College
Columbia, MD05-2013
Skills
- Transportation & Shuttle Operations
- Logistics Coordination
- Logistics Coordination
- Safety Compliance and Risk Management
- Workforce Scheduling & Labor Management
- Budget Control & Overtime Reduction
- Operational Efficiency
- Revenue Growth & Performance Analysis
- Team Leadership & Employee Development
- Customer Service & Guest Experience
- Logistics Coordination
Accomplishments
- Improved driver safety performance by reducing the SmartDrive aggregate score from 6 to 2 for shuttle operations drivers and from 7 to 1 for employee lot drivers through coaching, ride-along, accountability measures, and ongoing safety training.
- Increased customer satisfaction by improving Google review ratings from 3.8 to 4.3 through enhanced guest services initiatives, operational improvements, and employee engagement.
- Selected as a Guest Services Instructor for both IAH and HOU operations after receiving trainer certification and instruction from Christina Combs; facilitated customer service and guest experience training for frontline and driving employees.
- Maintain 100% compliance with all required corporate safety training modules, ensuring employees complete mandatory training requirements and company standards.
- Reduced overtime expenses by an average of more than 6% from the prior year across three operational locations through strategic scheduling, workforce planning, staffing optimization, and attendance management.
- Oversaw parking operations that achieved consistent year-over-year revenue growth, driving month-over-month increases compared to prior-year performance through operational efficiencies, capacity management, and enhanced customer service.
- Managed daily transportation, parking, and shuttle operations across multiple high-volume locations, ensuring safe, efficient, and customer-focused service delivery.
- Analyzed operational metrics, customer feedback, labor costs, and revenue trends to identify opportunities for continuous improvement and enhanced business performance.
Personal Information
Title: Operations Manager
Timeline
Transportation Operations Manager
SP+| Global | IMS
02.2025 - Current
Assistant Parking Operations Manager
SP+ Parking
09.2022 - 02.2025
BBA - Business Administration
Howard Community College