Erica Brown
West Warwick,RI
Summary
Operations coordinator specializing in vehicle dispatch and compliance management at RIPTA. Proven track record of enhancing service quality through data analysis and strategic communication. Skilled in Microsoft Office Suite and adept at maintaining professionalism in interactions with paratransit operators.
Overview
9
9
years of professional experience
Work History
Spare Paratransit Operation’s Coordinator
RIPTA
Providence, RI
11.2025 - Current
- Coordinated transportation schedules for efficient service across the transit system.
- Dispatched vehicles to Paratransit Operators based on operational requirements.
- Assigned work schedules to Paratransit Operators to optimize daily operations.
- Maintained radio communications with Paratransit Operators to support operational efficiency.
- Executed contingency plans for unexpected weather, route conditions, equipment failure, and operator absence to maintain service continuity
- Managed daily operations, ensuring compliance with safety and regulatory standards.
- Facilitated interdepartmental communication to streamline workflow and improve collaboration
- Received and processed incoming requests for passenger pickups to ensure timely service.
- Compiled and analyzed passenger and employee complaints to support data-driven improvements in service quality
- Coordinated with the Maintenance Department on Paratransit vehicle repairs
Paratransit Operator
RIPTA
Providence, RI
10.2025 - Current
- Operated a vehicle along assigned routes. Picks up passengers, collects and counts fares and protects revenue collected according to established procedures
- Assisted passengers with entering and exiting van to ensure safe and smooth boarding process.
- Ensured the safety of passengers and equipment.
- Evacuated passengers if emergency calls for action
- Notified the Operations Coordinator of any emergency, requesting additional assistance.
- Executed daily responsibilities to maintain seamless operations and enhance overall service delivery.
- Coordinated communication with RIPTA staff and passengers to facilitate timely and accurate information exchange.
- Maintained a vehicle in compliance with all company policies and state traffic laws and regulations;
- Inspected a vehicle (including, but not limited to, brakes, lights, doors, buzzers, tires, wheelchair lift, tie downs, and horn) to ensure serviceable condition. Keeps interior of vehicle neat and presentable to passengers
- Prepared accident and incident reports promptly according to policy.
Associate Workforce Analyst
Amica
Lincoln, RI
07.2022 - 11.2022
- Monitor volume, service levels, staffing and agent adherence in real-time and make appropriate intraday adjustments
- Analyzed data to identify trends in staffing level shortages and overages, implementing procedures to address identified issues.
- Tracked and analyzed operational metrics to report on key performance indicators (KPI) and enhance performance monitoring.
- Generated regular call volume forecasts and recommended strategies to improve forecast accuracy.
- Assisted business units with agent scheduling and processed exceptions for vacation, time off phones, and training.
- Assist with partnering and maintaining consistent communication with business leaders on all aspects of agent scheduling including execution of any contingency plans
Client Service Representative II
Bank of America
East Providence, RI
10.2019 - 06.2022
- Demonstrated passion and commitment to deliver positive, differentiated service that enhances clients' financial well-being.
- Communicated confidently with clients to improve their financial lives.
- Prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions.
- Ability to engage with clients begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections.
- Collaborated effectively with colleagues to achieve common goals while managing calls with clarity and conciseness.
- Worked in a professional, fast-paced environment that requires accuracy, multi-tasking, and clearly communicating resolutions in an efficient manner
- Navigated through multiple computer applications while listening to understand and provide solutions for clients
- Consistently willing to learn and adapt to new information and technology platforms.
Philanthropic Solutions Group Internship
Bank of America, Private Bank
Providence, RI
01.2019 - 07.2019
- Delivered comprehensive service and support to 18 trust professionals managing clients with a minimum net worth of $3 million
- Partnered with the Institutional Investments team and assisted with Investment Policy Statements
- Developed and presented a PowerPoint presentation for use by a Fiduciary Manager, enhancing communication of key information
- Successfully completed all regulatory exams for relevant departmental training
- Primary duties included revising excel and access databases, distributing mail and consistently monitoring the Philanthropic right fax
- Supported High Net Worth division by greeting clients, managing conference room reservations, and processing check deposits
Food Server
Boys & Girls Club
Providence, RI
07.2018 - 09.2018
- Served nutritional meals to 50 to 100 children daily, fostering long-term healthy eating habits
- Processed special food requests efficiently, ensuring smooth daily operations
- Maintained cleanliness in cafeteria and kitchen post-meals, promoting a safe dining environment
Junior Staff
Boys & Girls Club
Providence, RI
12.2017 - 08.2018
- Developed strong client relationships to enhance trust and communication
- Facilitated homework assistance to promote accountability and meet academic expectations
- Coordinated club activities to ensure a safe environment for all members
Education
Business Operations Training -
Year Up- Community College of Rhode Island
Providence, RIHigh School Diploma - Graphic Design
Providence Career and Technical Academy
Providence, RISkills
- Transportation scheduling
- Schedule optimization
- Operations coordination
- Emergency response planning
- Safety compliance
- Operational safety
- Microsoft Office Suite
- Report preparation
- Client relations
- Help desk certification
- Blackbaud grantmaking system
Awards and Honors
Academic High Honors September 2014 June 2018
Volunteer Experience
Academic High Honors September 2014 June 2018
Timeline
Spare Paratransit Operation’s Coordinator
RIPTA
11.2025 - Current
Paratransit Operator
RIPTA
10.2025 - Current
Associate Workforce Analyst
Amica
07.2022 - 11.2022
Client Service Representative II
Bank of America
10.2019 - 06.2022
Philanthropic Solutions Group Internship
Bank of America, Private Bank
01.2019 - 07.2019
Food Server
Boys & Girls Club
07.2018 - 09.2018
Junior Staff
Boys & Girls Club
12.2017 - 08.2018
Business Operations Training -
Year Up- Community College of Rhode Island
High School Diploma - Graphic Design
Providence Career and Technical Academy