Daniel Resch
Janesville,WI
Summary
Results-driven transportation and operations management professional with over a decade of expertise in Non-Emergency Medical Transportation (NEMT) and public transit operations. Proven track record in driver compliance management and oversight, ensuring adherence to regulatory standards while optimizing operational efficiency. Skilled in implementing strategic initiatives that enhance service delivery and improve customer satisfaction. Committed to fostering a safe and reliable transportation environment through effective leadership and innovative problem-solving.
Overview
13
13
years of professional experience
Work History
Provider Network Manager
UZURV Holdings
08.2022 - Current
- Executed onboarding procedures for new providers, focusing on compliance and integration into new and existing markets
- Initiated cold calling campaigns targeting new markets while gathering critical insights on market trends and customer needs in regards to info and writing of RFPS for new business
- Executed cold calls to engage new and prospective providers.
- Continuous ongoing Compliance and Safety checks
- Facilitated timely billing processes, contributing to improved cash flow. Advanced business development initiatives through daily collaboration with vice president. Enhanced operational effectiveness by working closely with operations team.
- Contract writing and holding providers(companies) accountable to their contracts
- Conduct ongoing Site visits for compliance checks and audits
- Addressed customer grievances and provided timely reporting to enhance service quality.
- Supported dispatch and operations teams by coordinating urgent and complex after-hours provider coverage solutions.
- Designed and implemented training manuals and SOPs to ensure consistent adherence to organizational standards.
- Facilitated training sessions via Zoom and in-person formats.
- Work with engineering on software and system upgrades
- Optimized network performance through proactive monitoring and troubleshooting strategies.
- Managed relationships with transportation provider partners to enhance service delivery across seven states and facilitate expansion into three more states.
- Led network infrastructure planning and implementation to enhance operational efficiency.
Director of Operations
MMS courier LLC
07.2021 - 03.2022
- Supervised call center activities, facilitating communication and workflow between dispatchers and independent contract drivers across various locations.
- Managed multi-state operations, focusing on optimizing processes and resource allocation.
- Delivered comprehensive profit and loss reports that facilitated informed business decisions. Enhanced financial reporting processes, resulting in improved accuracy and timeliness. Analyzed financial data to uncover actionable insights for management.
- Analyzed data trends through real-time reporting to provide actionable insights for stakeholders.
- Achieved successful delivery outcomes by managing logistics effectively. Enhanced customer satisfaction through prompt and reliable delivery services.
- Analyzed daily performance reports to confirm adherence to delivery timelines and driver efficiency.
- Responsible for local team and remote team
- Managed driver recruitment and onboarding to ensure a qualified workforce.
- 24/7 on call when needed
- Managed customer complaint resolution and generated prompt reports to identify improvement areas.
- Managed scheduling and routing of shipments to streamline distribution processes.
- Produced comprehensive training manuals and standard operating procedures that improved operational efficiency. Achieved enhanced team performance through well-structured documentation and training resources. Delivered clear and effective guidelines that facilitated onboarding and skill development.
- Streamlined logistics operations, enhancing delivery efficiency and reducing turnaround times.
- Implemented cost-saving strategies, optimizing resource allocation across multiple departments.
- Led cross-functional teams to improve service delivery and client satisfaction levels.
- Developed training programs, fostering employee skill development and operational excellence.
- Analyzed performance metrics to identify areas for process improvement and increased productivity.
- Coordinated with vendors to negotiate contracts, achieving favorable terms and enhancing supplier relationships.
- Defined, implemented, and revised operational policies and guidelines.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Spearheaded negotiation of cost-effective contracts with suppliers, significantly reducing operational expenses without compromising on quality.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
General Manager
Green Cab of Madison
12.2018 - 07.2021
- Oversaw recruitment, interviewing, and training of call center staff, dispatchers, and drivers for a $3,000,000 transportation cab company.
- Coordinated training sessions and support resources for effective software onboarding.
- Oversee Driver attendants, dispatchers, accounting, Mechanics, 120 drivers(10 employee and 110 independent contractors), and driver coordinators. All told about 140 people under my supervision on any given day.
- Achieved successful recruitment outcomes by collaborating with marketing to refine business plans. Expanded hiring capabilities through strategic use of Indeed and ZipRecruiter.
- Work with President on budget for hiring, expansions, cost savings(promotions, hourly wages, repair costs to vehicles)
- Analyzed driver pipeline metrics during weekly meetings with onboarding coordinators, emphasizing city approval status and credentialing completion.
- Led weekly meetings to analyze key metrics, including the number of active drivers, potential drivers in the pipeline, and training initiatives completed.
- Managed daily operations, ensuring compliance with safety regulations and quality standards.
- Led operational strategy to enhance service efficiency and customer satisfaction.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
Regional Manager
DRM Transit LLC
06.2015 - 09.2018
- Managed comprehensive scheduling of 800 to 1000 trips for Florida Medicaid program, optimizing client access to necessary services.
- Coordinated logistics for 200 trips under Texas Medicaid program, optimizing transportation efficiency for beneficiaries.
- Analyzed trip data and implemented strategies to maintain return rate below 1% for Texas Medicaid program.
- Monitored and analyzed return trip data, achieving a consistent rate of under 3% for Florida Medicaid program operations.
- Monitored and recorded daily occurrences of trip denials and cancellations for operational review.
- Successfully increased trip volume in Texas by 300%
- Facilitated prompt resolution of broker complaints by replying within 24 hours of receipt.
- Handled all driver emails and phone messages swiftly, focusing on effective communication and issue resolution.
- Coordinated training and integration of new drivers to enhance operational efficiency.
- Ensured adherence to compliance standards related to accident convictions and the timely renewal of credentials.
- Led regional operations, ensuring compliance with safety regulations and company policies.
- Developed and implemented strategic plans to enhance service efficiency across multiple locations.
- Oversaw implementation of new technologies, enhancing route management and customer satisfaction initiatives.
- Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
- Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
Dispatcher
DRM Transit LLC
02.2015 - 06.2015
- Enhanced customer satisfaction by providing timely assistance and support for product-related concerns.
- Coordinated adjustments to trip assignments in response to changing circumstances and requirements.
- Monitored and addressed incoming emails efficiently, maintaining a high standard of responsiveness.
- Coordinated communication efforts with drivers and brokers to support logistics and service delivery.
- Facilitated after-hours email and call management for company members, drivers, and staff, enhancing operational responsiveness.
Network Representative
MTM Inc
01.2014 - 02.2015
- Coordinated management of 125 transportation providers to ensure efficient service delivery.
- Analyzed market rates and negotiated pricing terms with transportation providers to enhance budget management.
- Collaborated with stakeholders to address and rectify significant complaints against transportation providers.
- Coordinated intricate trip schedules, addressing potential obstacles to optimize travel experiences.
- Analyzed and implemented cost savings initiatives to drive financial sustainability within the organization.
- Traveled regularly to monitor compliance and conduct vehicle checks to ensure compliance with program requirements per state requirements
Customer Service Representative
MTM Inc
07.2013 - 01.2014
- Evaluated performance metrics to ensure quality scores consistently exceeded average benchmarks.
- Monitored and optimized call handling to achieve consistently low call times, improving overall service delivery.
- Resolved customer inquiries and issues over the phone, ensuring a positive service experience.
- Facilitated teamwork among customer service representatives to address urgent travel needs.
Education
High school diploma or GED - Economics
MATC
MadisonSkills
- Effective fundraising initiatives
- Transportation coordination
- Payroll management
- Talent acquisition
- Logistics coordination
- Risk management and compliance
- Operational leadership
- Operations oversight
- Cost management
- Human Resources
- Statistical analysis proficiency
- Contract negotiation
- Strategic leadership
Affiliations
Member of advisory board for NEMTAC since 2025
Languages
Spanish
Limited Working
Timeline
Provider Network Manager
UZURV Holdings
08.2022 - Current
Director of Operations
MMS courier LLC
07.2021 - 03.2022
General Manager
Green Cab of Madison
12.2018 - 07.2021
Regional Manager
DRM Transit LLC
06.2015 - 09.2018
Dispatcher
DRM Transit LLC
02.2015 - 06.2015
Network Representative
MTM Inc
01.2014 - 02.2015
Customer Service Representative
MTM Inc
07.2013 - 01.2014
High school diploma or GED - Economics
MATC