Eloise Shorty-McNeal
Denver,CO
Summary
Experienced Bus Operator with a strong record of safe and efficient transportation, demonstrated by a clean driving history and adept use of GPS applications. Excelled in customer service at US Bank, enhancing passenger satisfaction through effective communication and problem-solving skills. Exceptional ability in fare collection and route adjustment, consistently achieving operational excellence.
Overview
14
14
years of professional experience
Work History
Bus Operator
Regional Transportation District
Denver, CO
06.2006 - 11.2012
- Performed pre-trip inspections on vehicles, ensuring that all safety equipment was in proper working order.
- Provided safe and reliable transportation for passengers to their destinations.
- Assisted disabled passengers with boarding and exiting the bus at designated stops.
- Adhered to set schedules while operating buses safely along assigned routes.
- Enforced fare collection policies by collecting fares from passengers.
- Reported any mechanical issues or passenger disturbances to supervisors immediately.
- Communicated route information to passengers during trips as needed.
- Responded quickly and calmly to emergency situations such as medical emergencies or accidents involving the bus.
- Followed established protocols for dealing with disruptive passengers or other incidents aboard buses.
- Monitored traffic conditions along assigned routes and adjusted speed accordingly.
- Answered customer inquiries regarding transit services, schedules, directions and transfers when necessary.
- Provided courteous customer service at all times while interacting with riders and colleagues alike.
- Observed local laws and regulations governing public transportation operations throughout shifts.
- Conducted visual check of exterior of bus prior to departure to ensure no damage or debris is present.
- Inspected interior of bus after each trip for any lost items left behind by passengers.
- Documented incidents occurring during shifts including but not limited to accidents, delays, passenger complaints.
- Stopped buses at designated locations according to schedule and allowed sufficient time for loading and unloading passengers.
- Provided accurate information regarding fares, schedule details and stowing of baggage and answered passenger questions.
- Assisted passengers with stowing and retrieval of various items, including luggage, briefcases, and wheelchairs.
- Performed pre-trip inspection and mechanical checks before scheduled run.
- Obeyed DOT rules and regulations and local laws to maximize safety.
- Drove established routes and maintained knowledge of streets and stops to deliver positive passenger experiences.
- Operated bus professionally and interacted with passengers to foster pleasant rides.
- Helped elderly and disabled passengers board and exit bus.
- Provided route, schedule and fare information to passengers.
- Completed accident and incident reports accurately and legibly at end of scheduled shifts.
- Complied with local traffic regulations and safety requirements for bus operation.
- Cleaned and sanitized bus interiors to lessen germ spread.
- Adhered to strict time requirements for bus route scheduling and reported delays to dispatch.
- Drove vehicles over routes or to destinations, complying with traffic regulations to provide smooth and safe rides for passengers.
- Drove specified routes in compliance with traffic regulations and time schedules.
- Facilitated smooth passenger loading and unloading at designated route stops.
- Handled passenger emergencies or disruptions.
- Reported delays or accidents.
- Announced stops clearly to help passengers disembark at correct locations.
- Announced stops to passengers.
- Conducted pre-trip and post-trip vehicle inspections to ensure operational safety.
- Regulated heating, lighting and ventilating systems for passenger comfort.
Payment Claims
Bank of America
Phoenix, AZ
01.2001 - 11.2005
- Reviewed payment claims and supporting documents to determine the validity of the claim.
- Investigated discrepancies between submitted invoices and payments received.
- Resolved any disputes or errors in a timely manner.
- Informed customers of their rights regarding payment claims.
- Maintained accurate records of all payments, adjustments, and other financial transactions.
- Processed customer refunds for overpayments or incorrect charges.
- Assessed customer complaints related to payment issues and provided solutions accordingly.
- Drafted reports on the status of payment claim investigations for management review.
- Performed quality assurance checks to ensure accuracy in claims handling process.
- Monitored progress of pending cases and ensured deadlines were met as required by law.
- Prepared detailed summaries outlining findings from investigations conducted into disputed payments.
- Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
- Completed required investigations on referred files within established timeframes.
- Investigated questionable claims to determine payment authorization.
- Managed caseload effectively, prioritizing urgent or high-value claims for prompt attention.
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
- Input claim information and payments into company database.
Accounting Clerk
OfficeTeam
Arlington, TX
01.2000 - 01.2001
- Resolved customer inquiries regarding bills and payments.
- Performed daily general ledger entries to record financial transactions accurately.
- Kept records current and accurate with skilled reconciliations and variance resolutions.
- Analyzed documentation and standard financial statements for accuracy.
- Resolved billing discrepancies by completing detailed research and analysis and documented client rebate discounts and reserve fund records.
- Coded invoices to maintain organized and accurate records.
- Received payments from customers via cash, check and credit cards to pay company invoices.
- Checked figures and postings for correct entry and proper codes.
- Liaised with vendors and suppliers to negotiate payment terms and resolve billing issues.
- Matched orders with invoices and recorded required information.
Customer Service Representative
US Bank
Denver, CO
02.1999 - 01.2000
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
Education
High School Diploma -
Denver East High
05-1988
Graduate Certificate -
AWEE
Graduate Certificate -
Concord Career Inst
Skills
- Fare collections
- Fuel logs
- Safe Driving Practices
- GPS Applications
- Valid [State] license
- Adjusting routes
- Safe driving skills
- Clean Driving Record
- Call Management
- Inbound and Outbound Calling
- Data Entry
- Dispute Resolution
- Complaint resolution
- Active Listening
- Product Knowledge
- Credit adjustments
- Call escalation
- Positive and professional
- Call Center Operations
- Conflict Resolution
- 10-Key
Timeline
Bus Operator
Regional Transportation District
06.2006 - 11.2012
Payment Claims
Bank of America
01.2001 - 11.2005
Accounting Clerk
OfficeTeam
01.2000 - 01.2001
Customer Service Representative
US Bank
02.1999 - 01.2000
High School Diploma -
Denver East High
Graduate Certificate -
AWEE
Graduate Certificate -
Concord Career Inst
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