Gloria Perez-Hernandez
Cudahy
Overview
21
21
years of professional experience
Work History
Senior Operations Manager
Go Riteway
Oak Creek
05.2023 - 05.2026
- Collaborated with cross-functional teams to develop process improvements that increased productivity in driver's training, sales training to make sure the new location operated successfully.
- Monitored daily operations, identified areas for improvement, and created solutions to optimize workflow.
- Managed personnel including recruitment, training, scheduling, performance reviews and disciplinary actions.
- Coordinated resource allocations with cross-functional teams during call-ins, accidents, or weather-related incidents to maintain operational continuity.
- Collaborated with cross-functional teams to implement process improvements in driver's and sales training, ensuring successful operation of new location.
Operations supervisor
Go Riteway Transportation
Oak Creek
07.2020 - 04.2023
- Coordinated with Motorcoach and Shuttle managers and drivers during safety meetings to enhance service understanding.
- Traveled to different terminals to train young drivers on service protocols, ensuring they were prepared for their roles.
- Traveling to our different terminals (Madison, Ozaukee, West Bend) to train our drivers and staff on the software.
- Collaborated with mechanics to facilitate transportation of broken down vehicles for timely repairs.
Motor coach dispatcher
Go Riteway Transportation
04.2018 - 07.2020
- Assigned drivers to mini coach and motor coach trips to ensure optimal route coverage.
- Ensured timely filling of daily shuttles to maintain efficient transportation services.
- Trained drivers unfamiliar with locations based on group needs to enhance service delivery.
- Coordinated hotel arrangements for transfer drivers and communicated essential details to drivers and groups.
Sales Team Leader
Go Riteway Transportation
08.2016 - 04.2018
- Trained new members on software for Commercial services, dispatchers, and school bus department to enhance team effectiveness.
- Attended safety meetings to stay informed on changes and relay relevant information to appropriate departments.
- Led sales team to increase client engagement and satisfaction in transportation services.
- Developed training programs for new sales representatives on service offerings.
- Oversaw daily operations and ensured adherence to company policies and standards.
Sales Representative
Go Riteway Transportation
07.2013 - 08.2016
- Managed corporate accounts by coordinating transportation, greeters, and vehicle types to meet client specifications.
- Answered phone calls during non-business hours to provide drivers’ information, accommodate changes, or arrange last-minute rides.
- Managed on-site support by coordinating greeters and addressing travel needs for clients during their visit.
- Addressed client concerns by facilitating last-minute itinerary adjustments, driver swaps, and food and beverage catering requests.
- Coordinated trip bookings for weddings, sporting events, and university visits while providing quote pricing for online inquiries.
- Answered phone calls during non-business hours to provide drivers’ information, accommodate changes, or arrange last-minute rides.
Dispatcher
Go Riteway Transportation
09.2009 - 07.2013
- Coordinated trips for drivers based on work schedules to ensure timely departures.
- Checked in drivers for shifts while managing customer inquiries about driver status and delays due to traffic or flight issues.
- Responded quickly to resolve incidents such as accidents, vehicle breakdowns, or towing needs.
Customer service
Go Airport connections
05.2005 - 09.2009
- Answered phone calls and booked trips for clients traveling to airport, hotel, appointments, or events.
- Handled calls from dissatisfied customers about transportation issues and coordinated with on-site supervisors to resolve concerns.
- Provided customer service regarding recycling protocols and procedures.
- Greeted customers and provided customer service support.
- Advised on solutions to improve customer service operations.
Education
High School Diploma -
South Division High School
Milwaukee, WI05-2005
Skills
- Logistics management
- Workflow optimization
- Change management
- Scheduling
- Excel
- Word
- Problem solving
- Critical thinking
- Leadership skills
- Team development
- Multitasking
- Customer service
Timeline
Senior Operations Manager
Go Riteway
05.2023 - 05.2026
Operations supervisor
Go Riteway Transportation
07.2020 - 04.2023
Motor coach dispatcher
Go Riteway Transportation
04.2018 - 07.2020
Sales Team Leader
Go Riteway Transportation
08.2016 - 04.2018
Sales Representative
Go Riteway Transportation
07.2013 - 08.2016
Dispatcher
Go Riteway Transportation
09.2009 - 07.2013
Customer service
Go Airport connections
05.2005 - 09.2009
High School Diploma -
South Division High School