Charles Tinney

• Assisted customers with inquiries and resolved issues efficiently.
• Learned company policies to provide accurate information to clients.
• Collaborated with team members to improve service delivery processes.
• Managed high volumes of calls while ensuring customer satisfaction remained a priority.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Booked trips for passengers
• Built shifts in dispatch program for the drivers
• Handled problems the drivers had on the road
• Added new drivers and vehicles into the dispatch program
• Ran reports for on time performance and miles driven
• Assigned shift to drivers and moved trips to cover work more effectively
• Coordinated daily dispatch operations, ensuring timely and efficient service delivery.
• Managed communication between drivers and clients, resolving issues swiftly to enhance customer satisfaction.
• Implemented routing software to optimize delivery schedules, reducing transit times significantly.
• Trained new dispatch staff on operational procedures and technology systems for improved team performance.
• Monitored real-time traffic conditions, adjusting routes as needed to minimize delays and ensure punctuality.
• Analyzed performance metrics to identify areas for process improvements and implemented corrective actions.
• Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
• Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
• Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.

Conducted safe and efficient transportation of passengers to designated destinations.

• Operated paratransit vehicles, ensuring safe and timely transportation for passengers with disabilities.
• Provided exceptional customer service, assisting passengers with boarding and disembarking as needed.
• Collaborated with dispatch to optimize routes, enhancing efficiency in daily operations.
• Trained new operators on safety protocols and operational procedures to ensure consistent service delivery.
• Resolved passenger inquiries and concerns promptly, improving overall satisfaction with services provided.
• Exhibited a high level of situational awareness while navigating through congested urban environments, ensuring safe passage for passengers and fellow road users alike.
• Ensured compliance with company policies, local regulations, and ADA requirements for transporting passengers with disabilities.
• Supported new employee success by serving as a mentor for trainees learning the skills necessary for effective paratransit bus operation.
• Maximized customer satisfaction with courteous service, assisting passengers with boarding and deboarding the bus as needed.