Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Carolyn "Carrie" Dougherty

Carolyn "Carrie" Dougherty

San Antonio,United States

Summary

Highly organized and detail-oriented professional with strong work ethic and dedication to achieving excellence. Skilled at developing and maintaining departmental policies and procedures, working collaboratively with other departments, and ensuring department compliance with ADA and FTA requirements. Proven track record of effectively managing multiple priorities with a positive attitude, showcasing reliability and dependability. Willingness to take on additional responsibilities to contribute towards team and company goals.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Acting Manager of ADA and Accessible Services

VIA Metropolitan Transit
07.2024 - Current
  • Maintain positive VIAtrans and outside partner relations by addressing problems head-on and implementing thoughtful, measured responses.
  • Assist in organizing and overseeing the NaviLens project to ensure a smooth and successful deployment.
  • Work cooperatively with VIA departments to assure that plans are implemented and policies and procedures are followed.
  • Participate in the development of agendas and presentations for internal and public VIA meetings concerning transit services for persons with disabilities and related populations.
  • Directs the process of reviewing and evaluating applicants for VIAtrans service eligibility.
  • Directs other eligibility-related activities, including the recertification process; enforcement of the Late Cancellation/No Show policy; and travel training.
  • Meets on an as-needed basis with other VIA managers to review and discuss issues related to the design of accessible programs and facilities; employment accommodations; customer outreach; and similar situations.
  • Participates in the development of agendas and presentation materials for quarterly meetings of the Ad Hoc Accessible Services Advisory Committee.
  • Represents VIA on external committees related to the transportation of persons who are elderly and/or disabled and prepares reports and recommendations to the VIA Leadership Group as needed.
  • Prepares and delivers public presentations related to VIA services in general and accessibility initiatives in particular.
  • Directs the activities of the Functional Assessment contractor.

Accessibility Specialist

VIA Metropolitan Transit
04.2019 - 07.2024
  • Conducted initial review and analysis of individual applications for VIAtrans eligibility, and requested additional information if needed. Interpreted physical, cognitive, sensory, psychological and/or psychiatric diagnostic information provided by medical professionals on behalf of individual applicants.
  • Interacted with and corresponded in writing and verbally with the professional medical community as needed to clarify diagnostic and functional information.
  • Evaluated the capabilities and limitations of individual applicants and determines their VIAtrans (ADA paratransit) eligibility status based on the consistent interpretation of ADA-based criteria and guidelines and within a specified timeframe.
  • Determined eligibility for the Reduced Fare Card program, based on criteria derived from federal “504” regulations concerning seniors and persons who have a disability.
  • Reviewed and processed VIAtrans customer requests for Do Not Leave Alone (DNLA) status, Personal Care Attendant (PCA) authorization and Assist-to-Door (ATD) service.
  • Maintained records in a variety of databases and formats for recordkeeping and audit purposes.
  • Responded to customer concerns (CAFs) regarding violations of Federal, State and local ADA rules/regulations and VIA ADA policies/procedures.
  • Assisted the Manager of ADA and Accessible Services with ADA and Accessible Services projects and events such as NaviLens and community outreach events.
  • Assisted the Manager of ADA and Accessible Services in the development and evaluation of VIAtrans service policies and procedures.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Collected, arranged, and input information into multiple database systems.
  • Developed and maintained contacts among local human service agencies and disability advocacy groups, to aid in the understanding of environmental, institutional and policy barriers to the use of public transportation by individuals who are disabled.
  • Assisted other departments as needed to provide VIAtrans eligibility and ADA information at community outreach events.

Bus Operator

VIA Metropolitan Transit
10.2018 - 04.2019
  • Completed rigorous training program and obtained by CDL with passenger endorsement
  • Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.
  • Diffused potential passenger disputes with fairness and professionalism.
  • Completed pre- and post-trip bus inspections for safe passenger transportation.
  • Comply with Bus Operator rules and procedures at all times with zero complaints or safety violations.
  • Informed passengers about route details, schedules, transfers, and fare policies as needed.
  • 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.
  • Built rapport with regular passengers, creating a sense of trust and community within the public transit system.
  • Efficiently processed fare payments using various methods such as cash, cards, or mobile applications.

Customer Service Supervisor

CPS ENERGY EMPLOYEE
03.2013 - 01.2018
  • Engaged the customer in creating mutually agreeable solutions while staying within established guidelines.
  • Researched complex billing issues and corrected problems for customers and Accounts Receivable.
  • Addressed escalated customer issues with empathy and professionalism, restoring client confidence in company.
  • Answered inbound calls from SAPD, ICE, US Marshalls, DA’s office, and Bexar County Sheriff’s Department to assist with criminal law enforcement inquiries.
  • Answered calls from law enforcement and fire department reporting emergency work while assisting System Operations with dispatch.
  • Navigated through a variety of computer programs and systems to assist our customers with emergency calls, billing concerns, new service, transfers and outages.
  • Served as the AMI ambassador for the Smart Grid Initiative Rollout by presenting initiative information at public events.
  • Assisted as SME tester for the new MMA website and telephony system.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices.
  • Assisted training department with new policy implementation for call center.
  • Conducted performance reviews, setting clear objectives and providing constructive feedback to support staff development.
  • Collaborated with other departments to address customer issues, resulting in improved cross-functional communication.
  • Fostered positive work environment, leading by example and encouraging open communication among team members.
  • Ensured compliance with all company policies and regulatory requirements, conducting regular audits and training sessions.
  • Resolved issues through active listening and open-ended questioning, only escalating severe problems to manager.

Property Manager

SHURGARD STORAGE CENTERS
09.2003 - 06.2006
  • Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
  • Managed office to include answering customer calls, data entry, maintaining customer files, handled correspondence both incoming and outgoing via mail, certified mail, email and fax.
  • Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
  • Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
  • Directed and supervised employees engaged in sales, inventory-taking, reconciling cash receipts, and in performing services for customers.
  • Created work/break schedules for employees.
  • Completed monthly and annual performance reviews for employees.
  • Coached employees on time management, customer complaints, accuracy, and quality control.
  • Delivered corrective action to employees in accordance with company policy and state and federal law.
  • Developed annual operating budgets and forecasts, as well as sales and marketing plans.
  • Managed budget effectively, ensuring all property expenses were kept within allocated funds.
  • Maximized rental income while minimizing expenses through effective planning and control.
  • Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Generated professional networks by engaging in professional, industry and government organizations.

Education

Bachelor of Science - Bachelor of Science in Applied Health

National University
La Jolla, CA
07.2025

General Studies For Bachelor of Science - General Studies

The University of Texas At San Antonio
San Antonio, TX

Coursework Towards Completing BSN (nursing Degree) -

San Antonio College
San Antonio, TX

Skills

  • Problem-solving aptitude
  • Work Planning and Prioritization
  • Excellent written and verbal communication
  • Staff Development
  • Team Leadership
  • Adaptability and Flexibility
  • Cross-Functional Teamwork
  • Positive Attitude
  • Attention to Detail
  • Multitasking Abilities

Certification

  • National ADA Coordinator Certification - November 2023
  • ADA Coordinator Training Certification Program (ACTCP) - Advanced Employment Certificate - October 2023

Timeline

Acting Manager of ADA and Accessible Services

VIA Metropolitan Transit
07.2024 - Current

Accessibility Specialist

VIA Metropolitan Transit
04.2019 - 07.2024

Bus Operator

VIA Metropolitan Transit
10.2018 - 04.2019

Customer Service Supervisor

CPS ENERGY EMPLOYEE
03.2013 - 01.2018

Property Manager

SHURGARD STORAGE CENTERS
09.2003 - 06.2006

Bachelor of Science - Bachelor of Science in Applied Health

National University

General Studies For Bachelor of Science - General Studies

The University of Texas At San Antonio

Coursework Towards Completing BSN (nursing Degree) -

San Antonio College

Similar Profiles

CREATE PROFILE
Carolyn "Carrie" Dougherty