David Ross
Washington,DC
Summary
Dynamic operations manager with extensive experience at WMATA, excelling in team development and quality service. Proven track record of implementing process improvements that enhanced efficiency and reduced delays. Skilled in risk assessments and effective communication, fostering collaboration to achieve operational excellence and boost customer satisfaction.
Overview
21
21
years of professional experience
Work History
Station Manager
WMATA
03.2022 - 04.2024
- Oversaw daily operations ensuring timely service delivery and compliance with safety regulations.
- Managed station staff, facilitating training programs to enhance performance and customer service.
- Implemented operational improvements resulting in increased efficiency and reduced delays at station services.
- Coordinated maintenance schedules for equipment, minimizing downtime and optimizing resource allocation.
Rail Supervisor
WMATA
09.2017 - 03.2022
- Supervised daily operations, ensuring adherence to safety protocols and efficiency standards.
- Coordinated staff schedules, optimizing resource allocation and workflow management.
- Conducted training sessions for new employees, enhancing team performance and knowledge retention.
- Implemented process improvements that increased operational efficiency and reduced downtime.
- Monitored service quality, addressing issues promptly to maintain high customer satisfaction levels.
- Analyzed performance metrics to identify trends and inform decision-making for operational strategies.
- Facilitated communication between departments, fostering collaboration and streamlined operations.
- Led safety audits, ensuring compliance with regulations and promoting a culture of safety awareness.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Utility Rail Supervisor
WMATA
06.2008 - 06.2015
- Supervised utility operations ensuring compliance with safety regulations and operational standards.
- Coordinated maintenance schedules to optimize system performance and minimize downtime.
- Trained team members on equipment usage, safety protocols, and emergency response procedures.
- Monitored utility systems for efficiency, identifying areas for process improvement and cost reduction.
- Implemented workflow enhancements that improved service delivery timelines and customer satisfaction.
- Collaborated with cross-functional teams to address service issues and develop proactive solutions.
- Conducted regular inspections of facilities to ensure adherence to regulatory requirements and safety practices.
- Prepared reports detailing operational performance metrics to inform management decisions and strategy planning.
- Responded to calls during utility emergencies to protect integrity of machinery and conserve resources.
Station Manager
WMATA
06.2007 - 07.2010
- Developed and enforced policies to ensure adherence to WMATA standards and procedures across all operations.
- Analyzed ridership data to identify trends, informing strategic decisions for service enhancements and adjustments.
- Led emergency response initiatives, ensuring preparedness of staff and effective communication during incidents.
- Ensured regulatory compliance by maintaining accurate records, conducting audits, and addressing issues promptly.
- Implemented and maintained remote broadcast equipment to guarantee optimum safety, control and security.
- Boosted customer satisfaction ratings by consistently delivering high-quality services and resolving complaints in a timely manner.
Bus Operator
WMATA
07.2003 - 12.2007
- Operated transit vehicles safely, ensuring timely arrivals and departures for passengers.
- Conducted pre-trip inspections to confirm vehicle readiness and compliance with safety regulations.
- Responded to emergencies and incidents promptly, following established protocols to ensure passenger safety.
- Communicated effectively with passengers, addressing inquiries and providing assistance as needed.
- Maintained accurate records of daily operations, including ridership and incidents for reporting purposes.
- Collaborated with dispatchers to optimize route efficiency and manage service disruptions effectively.
- Trained new operators on safe driving practices and WMATA policies to enhance team performance.
- Implemented feedback mechanisms from passengers to improve service quality and overall satisfaction.
- Maintained a clean and safe bus environment for the comfort of all passengers.
Education
High School Diploma - General Studies
Theodore Roosevelt High
13th And Upshur Street NW06.1984
Skills
- Operations management
- Work planning
- Team oversight
- Team development
- Quality service
- Operating procedures
- Staff training and development
- Transportation management
- Effective communication
- Risk assessments
- Equipment management
Timeline
Station Manager
WMATA
03.2022 - 04.2024
Rail Supervisor
WMATA
09.2017 - 03.2022
Utility Rail Supervisor
WMATA
06.2008 - 06.2015
Station Manager
WMATA
06.2007 - 07.2010
Bus Operator
WMATA
07.2003 - 12.2007
High School Diploma - General Studies
Theodore Roosevelt High