Donna COVINGTON
Parkville,MD
Summary
DC Objective A skilled associate with experience in supervising and managing teams in diverse environments. Expertise in customer service and overseeing compliance with quality standards. Able to establish and maintain productive relationships with customers and internal associates at all levels. Efficiency oriented with proven ability to plan and implement projects that lead to improved productivity and cost savings. Proactive and dependable leader offering 22 years of experience in transportation. Skilled in developing schedules and routes that function efficiently for both staff and clients. Highly skilled in workplace organization and mathematics.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Manager
- Supporting all leadership functions
- Greeted customers, posted payments, made collections calls and maintained ownership of the cash drawer
- Prepared bank deposits and processed mail
- Sold and approved personal and mortgage loans and payoffs using listening and negotiating skills.
Transportation Supervisor
MARYLAND TRANSIT ADMINISTRATION
06.2015 - Current
- Enforces standard operating procedures, rules, and policies to ensure safe, sufficient, and consistent delivery of service by bus operators
- Ensures service meets and adheres to all Federal,
- State and Local laws.
- Closely monitored operations and performed regular safety audits for adherence to administrative policies and compliance regulations.
- Verified that drivers completed required safety training and attended quarterly driver safety meetings.
Intake Receptionist/Call Center Representative
NORTHERN PHARMACY
05.2014 - 02.2015
- Processed insurance information, scan insurance cards and check eligibility
- Part time receptionist answered phones/10 lines, made appointments, greeted customers
- Call center representative, answered and directed all incoming calls, refill prescriptions, and quick reorder forms for customers.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Processed debit and credit card and electronic check payments.
Bus Operator
MARYLAND TRANSIT ADMINISTRATION
06.2001 - 06.2013
- Transported the general public in a patient safe
- And timely manner
- Utilized effective time management skills
- Passed test for the CDL License with Passenger Endorsement.
- Maintained full understanding of local roads and traffic patterns.
- Answered questions from passengers with respect and accuracy, providing information about fares, schedule details and baggage stowing.
- Worked different route every day based on changing passenger locations and destinations.
- Contacted dispatchers and company mechanics to report vehicle issues and other problems.
- Assisted distressed passengers and notified dispatch of bus location and passenger symptoms.
- Transported customers to and from [Location].
- Completed pre- and post-trip bus inspections for safe passenger transportation.
- Operated bus and navigation equipment in alignment with company safety, DOT, and local traffic standards and regulations.
- Transported passengers safely along prescribed routes according to tight schedules.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Retained bus system, route and stop knowledge for informative customer advice.
- Acted calmly, productively and professionally under pressure for helpful emergency response.
Assistant Branch Manager
CITI FINANCIAL
10.1999 - 05.2001
- And advanced to Assistant Branch
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Increased revenue by cross-selling and upselling products and services.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Informed customers about special promotions and provided detailed information for various products.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Collected and authorized guest payments.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
Education
General High School Academics -
Farrell High School
1973
Skills
- Driver Safety Programs
- Customer Experience
- DOT Regulations
- Driver Communications
- Incident Reports
- Standards Compliance
- Safety Standards
- Safety Compliance
- Transportation Management
- Route Assignments
Certification
- Customer Service, [The MDOT Initiative] - 5/24/2021
- MTA-Transportation Security Administration Security Program online - 4/25/2023
- Better Business Behavior - 4/26/2023
- How to Think Strategically - 4/26/2023
Timeline
Transportation Supervisor
MARYLAND TRANSIT ADMINISTRATION
06.2015 - Current
Intake Receptionist/Call Center Representative
NORTHERN PHARMACY
05.2014 - 02.2015
Bus Operator
MARYLAND TRANSIT ADMINISTRATION
06.2001 - 06.2013
Assistant Branch Manager
CITI FINANCIAL
10.1999 - 05.2001
Manager
General High School Academics -
Farrell High School