DeRenzo Carson
Jonesboro,GA
Summary
Service-focused professional and friendly team player with a knack for building productive working relationships. Extensive cash handling experience. Dedicated Customer Service Representative with more than 10 years in retail and customer service. Possesses a firm commitment to customer service that has been described as “second-to-none” by employers. Possess solid computer skills. Excellent working knowledge using both Windows and Mac systems; Microsoft Excel, Microsoft Word. Ability to train, motivate, boost morale and supervise customer service employees. A team player, acknowledged as “Total Quality Customer Service Professional.” Develop plan, conduct audits and variance analyses, process payroll and payroll tax reports and filings, and maintain/update accurate inventories.
Overview
9
9
years of professional experience
Work History
General Manager
People’s Transit, LTD
Atlanta, GA
08.2022 - Current
- Monitoring driver qualifications and training
- Selects, trains, motivates, and evaluates assigned personnel; provides or coordinates staff training; works with employees to correct deficiencies; implements discipline and termination procedures
- Direct subordinate department heads to include prioritizing and assigning work; conducting performance evaluations; ensuring that employees follow policies and procedures; and making hiring, termination, and disciplinary decisions and recommendations
- Provides Agency leadership to ensure Agency operations, services and activities are aligned with directives of the Authority, legal requirements, and established Agency mission, goals, and objectives
- Provides staff support to the Transit Authority and receives requests and assignments from the Authority because of Authority action and initiates appropriate action based on requests or assignments
- Monitoring and overseeing the Agency’s budget process and the major capital projects
- Communication, interpersonal skills as applied to interaction with coworkers, supervisor, elected officials, and the public sufficient to exchange or convey information and to receive work direction
- Making effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors.
Operations Manager
Transdev NA
Norcross, GA
09.2021 - 03.2022
- Selects, trains, motivates, and evaluates assigned personnel; provides or coordinates staff training; works with employees to correct deficiencies; implements discipline and termination procedures
- Responds to inquiries, complaints, and correspondence from riders and the public; prepares special reports and studies and conducts investigations related to transit operations
- Analyzes and plans transit operations; recommends improvements, modifications, or elimination of schedules and routes
- Plans, organizes, and manages the activities of the Transit Operations Division; plans, coordinates, administers, and evaluates projects, processes, procedures, systems, and standards; develops and coordinates work plans; ensures daily service is met.
Fleet Operations Manager
Airport Shuttle Group
Atlanta, GA
01.2020 - 06.2020
- Assisting in the recruitment of quality drivers into the fleet
- Registering and licensing all vehicles under their management
- Finding ways to cut costs and maximize profits
- Developing strategies for greater fuel efficiency
- Maintaining detailed records of vehicle servicing and inspection
- Complying with U.S
- Department of Transport laws and regulations
- Scheduling regular vehicle maintenance to ensure operational efficiency
- Monitoring driver behavior and ensuring a high level of customer service
- Utilizing GPS systems to monitor drivers and track vehicles in case of theft
- Supervise Fleet Staff, develop schedules and adhere to company disciplinary policies and SOP’s
Field Support Supervisor
Dekalb County School District
Decatur, GA
04.2019 - 01.2020
- Supervise 62 School Bus Drivers in the 129 districts
- Ensuring daily delivery of over 14,000 students in Elementary, Middle and High school Levels
- Develop & Maintain 3 tiered routes for 10 schools in the district
- Monitor radio traffic in the Northern region of the Dekalb School District
- Continuous support after initial school bus training for new drivers
- Route training and behind the wheel evaluations
Operations Dispatch Clerk
Dekalb County School District
Decatur, GA
10.2018 - 04.2019
- Created dispatch database that increased dispatch record keeping efficiency by 50%
- Facilitate radio communication between school bus drivers, District Supervisors, Regional Managers and Fleet Services
- Answer Phones and log all radio communication
- Complete Incident / Accident Reports
- Use Edulog to Properly identify student information needed to deliver required reports
School Bus Driver
Dekalb County School District
Decatur, GA
08.2017 - 10.2018
- Successful Completion of The State of Georgia school bus training program
- Successful Completion of State of Georgia CDL-B training and license certification.
BTW Trainer/Classroom Trainer/Dispatch Supervisor / Safety & Training Instructor / Bus Operator
Metro Atlanta Rapid Transit Authority / MV Transit
Atlanta, GA
08.2015 - 06.2017
- Successful Completion of MARTA’s 11-week training and safety course
- Received Trapeze PASS training and experience (Advanced)
- Received certification of the MV BTW Instructor Program
- Trained Dispatchers and ETA employees
- Trained on proper use of Transit Master
- Successfully maintain an above-average On Time Performance (OPT)
- Experienced Mobility Dispatcher (BUS)
Education
Master of Science - Education
Georgia State University
Atlanta, GA05-2008
Skills
- Employee Morale Enthusiast
- Organized
- Schedule Management
- Service Quality Improvement
- Customer Relationship Management
- Process Automation
- Staff Supervision
- Performance Improvement
- Employee Development
- Recruitment
- Multi-unit Operation Management
- Team Player
- Leadership and team building
- Time Management
- Job Performance & Improvement Coaching
- Detail-Oriented
- Fleet Operations Management
- Strong Communication Skills
- Proficient in Microsoft Office Applications
- Data Management and Conversion Specialist
- Transportation and Logistics
- Transportation Operations Management
- Trapeze (Advanced)
- ADP Payroll
- Expense Control
- Optimal Schedule Creation
- Call Center (Inbound/Outbound)
- Delivery / Routing Expert
- Commercial Vehicle Operator
- Bus / Shuttle Driver
- Systems Development / Integrations
- Labor Relations
- Human Resources Management
- Budget
Accomplishments
- Increased customer retention by 19%, from 72% to 91%.
- Reactivated 9 key accounts ($253K/year), utilizing persuasion/mediation skills.
- Proactive planning led to a notable increase in morale in all departments.
- Created customer satisfaction survey, drastically reducing potential problems.
Timeline
General Manager
People’s Transit, LTD
08.2022 - Current
Operations Manager
Transdev NA
09.2021 - 03.2022
Fleet Operations Manager
Airport Shuttle Group
01.2020 - 06.2020
Field Support Supervisor
Dekalb County School District
04.2019 - 01.2020
Operations Dispatch Clerk
Dekalb County School District
10.2018 - 04.2019
School Bus Driver
Dekalb County School District
08.2017 - 10.2018
BTW Trainer/Classroom Trainer/Dispatch Supervisor / Safety & Training Instructor / Bus Operator
Metro Atlanta Rapid Transit Authority / MV Transit
08.2015 - 06.2017
Master of Science - Education
Georgia State University
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