Summary
Overview
Work History
Education
Skills
Timeline
Generic

Faunya Coleman

Missouri City

Summary

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.

Offering blend of leadership qualities and strong desire to learn and grow within management environment. Delivers insights into strategic planning and operational procedures, coupled with excellent communication and organizational skills. Ready to use and develop these skills in a Customer Service based role.

Overview

10
10
years of professional experience

Work History

Manager Vanpool Customer Service & Fleet

Metropolitan Transit Authority
07.2021 - Current
  • Provides primary managerial direction and performs personnel administrative functions to direct report staff to maintain necessary staffing, enhancing productivity of staff and ensuring necessary department outcomes are achieved
  • Manage customer service and Vanpool support activities for employers, Vanpool groups, riders, and commuters
  • Ensures customer representatives are available to handle customers’ inquiries accurately, timely, and assist with escalated customers’ issues
  • Manage vanpool fleet administration activities, agreements, record keeping and reporting
  • Overseas and manages monthly ridership data collection and reporting
  • Assists in administering ride matching and management database system
  • Coordinates with Account Executives to provide staff and support to outreach events and activities
  • Promote safety awareness and follow safety procedures to reduce or eliminate accidents
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.

Supervisor Vanpool Customer Service & Fleet

Metropolitan Transit Authority
05.2018 - 07.2021
  • Provides primary managerial direction and performs personnel administrative functions to direct report staff to maintain necessary staffing, enhancing productivity of staff and ensuring necessary department outcomes are achieved
  • Manage customer service and vanpool support activities for employers, vanpool groups, riders, and commuters
  • Ensures customer representatives are available to handle customers inquires accurately, timely, and assist with escalated customers’ issues
  • Manage vanpool fleet administration activities, agreements, record keeping and reporting
  • Oversees and manages monthly ridership data collection and reporting
  • Assists in administering ride matching and management database system
  • Coordinates with Account Executives to provide staff and support to outreach events and activities

Team Leader

Metropolitan Transit Authority
07.2015 - 05.2018
  • Oversees the day-to-day operations, performance and schedule adherence to ensure customer satisfaction and goals are met
  • Oversees staff to ensure established goals and requirements are achieved
  • Assist Management in ensuring service quality standards are consistently met through call monitoring, call volume, staffing, and performance
  • Assists in the coordination and modification of a call center staff schedules to best meet the needs of the call center
  • Documents and provides regular performance feedback to Customer Care Center Representatives

Education

Certified Interior Decorator - Interior Decorating

PENN FOSTER CAREER SCHOOL
Scranton, PA
06.2010

Accredited B.B.A. - Business Administration: Management

JACKSON STATE UNIVERSITY
Jackson, MS
12.1994

Skills

  • METRO-Leadership Development Program
  • METRO-Supervisor Development Program
  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Staff training and development
  • Task delegation
  • Documentation and reporting
  • Relationship building
  • Performance evaluations
  • Business administration

Timeline

Manager Vanpool Customer Service & Fleet

Metropolitan Transit Authority
07.2021 - Current

Supervisor Vanpool Customer Service & Fleet

Metropolitan Transit Authority
05.2018 - 07.2021

Team Leader

Metropolitan Transit Authority
07.2015 - 05.2018

Accredited B.B.A. - Business Administration: Management

JACKSON STATE UNIVERSITY

Certified Interior Decorator - Interior Decorating

PENN FOSTER CAREER SCHOOL

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Faunya Coleman