Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

CATRICIA HANCOCK

Upper Marlboro,MD

Summary

Results-driven leader with 25 years of experience in the transportation sector. Recognized for enhancing customer satisfaction and streamlining staff management processes, leading to improved morale and productivity. Expertise in performance growth, continuous improvement, and effective schedule management. Proven ability to motivate teams and align efforts with organizational objectives.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Supervisor Bus Operations Training

Washington Metropolitan Area Transit Authority
Washington, DC
11.2023 - Current
  • Supervise daily operations of transit services, ensuring compliance with safety standards.
  • Manages instructors assigned to develop and implement comprehensive training programs
  • Conducted performance evaluations for team members to support development goals.
  • Facilitated communication between departments to streamline operations and address issues promptly.
  • Oversees the development and implementation of training manuals, evaluation procedures, simulators, and training media.
  • Oversees information tracking and reporting by ensuring all employee licenses and certificates.

Superintendent of Service Operations

Washington Metropolitan Area Transit Authority
Washington, DC
09.2020 - 11.2023
  • Manages the daily operations of the bus operations service delivery functions, tracks, and analyzes key performance.
  • Oversees information tracking and reporting by ensuring all employee licenses and certificates are up to date.
  • Supports, implements, and monitors department initiatives, policies, standards, and operating procedures.
  • Monitors and evaluates staff performance, and provides feedback, coaching, and positive discipline.
  • Encouraged team collaboration and motivated individual employees.

Superintendent of Operations

Charlotte Area Transit System
Charlotte, NC
05.2013 - 08.2020
  • Manage the daily operations of the Bus Operations Division of the Charlotte Area Transit System, with direct oversight of dispatch and the Bus Operations Communication Center.
  • Monitor the effectiveness of assigned manpower, including forecasting requirements, overtime utilization, and the run-assignment process.
  • Reports and analyses of other performance metrics to improve service quality. Coordinate and work closely with other CATS-BOD department managers to ensure operational efficiency.
  • Promoting effective employee relations and maintaining a working relationship with union representatives includes ensuring that the governing rules of the Labor Agreement, policies, and procedures are correctly applied.
  • Coordinated staff training programs to enhance operational efficiency.

Customer Service Quality Control Manager

Charlotte Area Transit System
Charlotte, NC
06.2011 - 05.2013
  • Manage the complaint process to improve customer service, and follow up with customers to resolve problems.
  • Retrieve, review, and store bus video data in the Digital Asset Management System.
  • Record and develop trend ratios, and provide statistical and performance feedback.
  • Conduct an incident investigation and retrieve bus video data for further investigations.
  • Develop training manuals, handbooks, demonstration models, and instructional methods for group and individual training.
  • Trained staff on quality assurance standards and compliance measures.

Manager of Bus Supervision

Charlotte Area Transit System
Charlotte, NC
05.2009 - 06.2011
  • Perform the annual evaluation of Operations Supervisors.
  • Assisted with the development and implementation of the Bus Operator's Guide (Standards of Excellence).
  • Revised Standard Operating Procedures for Street Operations Supervisors.
  • Oversee accident/incident investigations, and retrieve bus video data for further investigations.

Bus Operations Supervisor

Charlotte Area Transit System
Charlotte, NC
06.2006 - 05.2009
  • Company Overview: Charlotte, NC
  • Provide leadership to bus operators, including training, route certification and discipline
  • Annual evaluation (ride check & work history) performance of bus operators
  • Conduct field audits on bus routes and provided recommendations as needed.
  • Conduct accident/incident investigation
  • Charlotte, NC

Education

Bachelor of Science - Business

University of Phoenix
Tempe, AZ
01.2026

High School Diploma -

Harding University High School
Charlotte, NC
06.1990

Skills

  • Excellent written and verbal communication skills
  • Experience time management skills
  • Strong passion to educate and develop others
  • Excellent interpersonal skills
  • proficiency in Microsoft Office
  • Ability to build and maintain professional relationships

Certification

  • World Safety Organization Affiliate Member
  • WSO Certified Safety & Security Director Bus & Rail
  • Transit Safety and Security Program (Bus)
  • Transit Safety and Security Program (Rail)
  • Workplace Harassment
  • Accident/ Incident Refresher Training
  • Introductions to the Incident Command System (FEMA)
  • Managing and Resolving Conflict
  • Threat Management- Emergency/ Response to Hijacking
  • Terrorist Activity Recognition and Reaction
  • National Incident Management System (NIMS)
  • Security Awareness
  • EEOC Training

Timeline

Supervisor Bus Operations Training

Washington Metropolitan Area Transit Authority
11.2023 - Current

Superintendent of Service Operations

Washington Metropolitan Area Transit Authority
09.2020 - 11.2023

Superintendent of Operations

Charlotte Area Transit System
05.2013 - 08.2020

Customer Service Quality Control Manager

Charlotte Area Transit System
06.2011 - 05.2013

Manager of Bus Supervision

Charlotte Area Transit System
05.2009 - 06.2011

Bus Operations Supervisor

Charlotte Area Transit System
06.2006 - 05.2009

Bachelor of Science - Business

University of Phoenix

High School Diploma -

Harding University High School

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