DAVID KOTYK
Shavertown,Pa
Summary
Dedicated and resourceful professional driven to reduce costs, streamline operations, and increase productivity. Outstanding record of improving efficiency and surpassing customer metrics through process improvement and resource management. Superior interpersonal, motivational, customer service and communication skills.
Overview
11
11
years of professional experience
8
8
Certifications
Work History
Director of Shared Ride / Transportation
Luzerne County Transportation Authority
Kingston, PA
04.2022 - Current
- Created and managed budget for transportation department to cover expenses related to equipment, maintenance, personnel and vehicles.
- Oversee and supervise 40 to 45 represented and non-represented staff including selecting, training, motivating, professional development, coaching, discipline and termination. Makes recommendations for hiring, promotion, transfer and terminations.
- Collaborated with Executive Leadership to implement continuous improvements and exceed team goals.
- Compiled and analyzed data to determine approaches to improve performance.
- Oversee shared-ride statistics including funding sources, revenues, invoices, ridership, schedules, reservations, service data and driver overtime.
- Develop and implement shared-ride and Americans with Disabilities Act (ADA) Program policies and procedures.
- Maintain compliance and accurate records for federal, state and local regulations, laws and policies.
- Compile and maintain statistical and performance data and provide monthly reports to Executive Director.
- Investigated and reported accidents involving transportation vehicles and coordinated accident claims with law enforcement and public transportation bureaus.
- Reviewed established business practices and improved processes to reduce expenses.
Operations Manager
Swift Transportation
Berwick, PA
12.2020 - 04.2022
- Manage fleet of up to 25 Dedicated delivery drivers
- Lead on-site operations at the customer facility; perform Planning, Driver Management and/or Customer Service functions
- Communicate effectively and professionally with assigned customer personnel on all levels while developing positive and solid relationships to enhance growth
- Maintain an understanding of and demonstrate customer service processes; communicate daily with responsible Swift planning centers to ensure customer commitments are being met
- Assist in collecting and maintaining current customer information in the system
- Work with all Swift internal departments to resolve customer or company issues when necessary
- Learn customer's in-house processes and systems to better facilitate on-site operations and increase efficiency; educate customer on Swift and transportation operations
- Serve as an on-site daily extension of Sales to expand business revenue by exploring all dedicated, rail, and logistics opportunities with Customers
- Generate appropriate reports regarding service and assist in evaluating cost factors associated with business
- Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations to meet company demands and expectations
- Perform any other responsibilities as required by leadership or customer.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Identified procedure or process changes required to improve performance and productivity.
Sr. Integrations Manager
Genpact
04.2018 - 05.2020
- Worked as part of the Transition team responsible for onboarding new clients, including IT, HR, Marketing, Finance, Sourcing and Infrastructure
- Led project to change payroll system throughout US; 9000+ employees at 68 locations
- Project Manager responsible for developing and implementing Help Desk ticketing system for facilities management throughout US, reducing response time by 60%
- Worked with retired FBI consultant to evaluate 4 sites for security upgrades
- Developed new security procedures, mandatory trainings, shelter in place locations and implementation of best pratices
- Led project to roll out of Mass Communication Service to US / LATAM employees, which provided notifications for emergencies via text, phone, email and uses GPS location service to locate employees in danger zones
- Held monthly touchpoint meetings with customers, auditors, compliance team, EHS and internal stakeholders to identify pain points and implement solutions
- Directly oversaw staff of 12 employees; indirectly responsible for the safety and security of approximately 600 people
Operations Leader
Genpact
02.2016 - 04.2018
- Managed Help Desk support and processes in two locations, with 40 employees, over 5,000 calls per month, and up to 20,000 cases created monthly
- Oversaw Mail staff processing of over 27,000 documents per month and 85 employees
- Monitored 46 client SLA’s with perfect record for no “misses” including 9 SLA’s at 100%
- Analyzed annual contract recalibration and made recommendations
- Achieved perfect score of 10 on NPS past 3 years
- Conducted weekly client engagements to foster open communication and ensure contractual obligations were being met
- Submitted monthly billing to ensure accuracy for transaction-based model
- Completed monthly reporting for direct submission to client
- Calculated monthly bonuses for all direct reports
- Recruited, hired, and trained new employees
- Attended annual client conference as key participant and presenter, interacting with client leads and client members
Front line manager
Genpact
10.2010 - 02.2016
- Responsible for managing a team of 48 associates in a fast-paced environment
- Drove team performance to ensure daily service level metrics
- Facilitated daily team meetings to enforce quality, customer experience, and productivity requirements
- Provided leadership, staff development and strategies to proactively address turnover and retention
- Prepared and delivered job performance reviews
- Partnered with key agents to develop and implement core competencies and skills
- Continuously analyzed current processes-seeking improvements
- Served as back-up for Site Leader
Education
Business Management
Luzerne County Community college
Skills
Staff Management
Continuous Improvement
Coaching and mentoring
Certification
Six Sigma Lean Certified, 2013
Additional Information
- 2
Timeline
Director of Shared Ride / Transportation
Luzerne County Transportation Authority
04.2022 - Current
Operations Manager
Swift Transportation
12.2020 - 04.2022
Sr. Integrations Manager
Genpact
04.2018 - 05.2020
Operations Leader
Genpact
02.2016 - 04.2018
Front line manager
Genpact
10.2010 - 02.2016
Business Management
Luzerne County Community college