Paul Passmore
Las Vegas,NV
Summary
Dynamic Service Delivery Manager with expertise in data analysis, KPI development, and team leadership. Proven record in enhancing operational efficiency and driving strategic initiatives to improve service delivery.
Overview
15
15
years of professional experience
Work History
Service Delivery Manager
Transdev Transportation
North Las Vegas, NV
07.2023 - Current
- Manage the Scheduling and Data Analyst departments consisting of 3 Scheduler's, 3 Data Analyst, and a Lead Data Analyst.
- Direct operator bidding 3 times annually ensuring compliance to the Collective Bargaining Agreement (CBA).
- Communicate manpower levels daily using hour by hour analytics for 1200 operators.
- Developed Key Performance Indicator (KPI) metrics for continuous improvement in service delivery operations.
- Review Missed Trip Exceptions valuing $2.5M gross revenue per week.
- Administer daily review of missed service determining preventability and identifying operator behavioral issues.
Operations Manager
Mv Transporation
North Las Vegas, NV
08.2017 - 07.2023
- Implemented policies and standard operating procedures, managed quality, customer service and training fo the operations team.
- Directed day-to-day operations by utilizing 8 window dispatchers, 14 radio operators and 20 road supervisors.
- Worked with management team to create a positive work atmosphere, resulting in maximum profitability and improved customer satisfaction.
- Executed organizational redesign for dispatch/radio operations, improving continuity, reducing fatigue, and increasing morale.
- Continually monitored performance reports, communicating recommended improvements needed to exceed operational performance requirements.
- Disciplined operators for poor performance, behavioral issues, and attendance record.
Lead Supervisor
Mv Transporation
North Las Vegas, NV
07.2013 - 08.2017
- Identified core supervisor responsibilities, developed supervisor training plan, improving continuity, and established training for newly hired supervisors.
- Collaborated with the Regional Transportation Commission (RTC) team to plan for community events, creating detours that minimized disruption to passengers
- Responded to coaches that required assistance with fare-box repairs, mechanical issues, passenger incidents, accidents, and welfare checks.
- Oversaw daily operations, ensuring adherence to safety protocols and efficiency standards.
- Demonstrated strong leadership skills, motivating team members to reach their full potential through coaching and mentoring efforts.
Coach Operator
Veolia Transportation
North Las Vegas, NV
04.2011 - 07.2013
- Full time operator of fixed route transit coaches, collecting revenue for the Regional Transportation Commission.
- Revenue Instructor responsible for training new operators' fixed route, curb to curb bus service, focusing on schedule adherence, fare box operation, route navigation and use of the radio system (AMDT).
- Conducted pre-trip inspections to ensure vehicle safety and operational readiness.
- Operated transit vehicles safely, adhering to all traffic regulations and company policies.
Education
High School Diploma -
Maple River Highschool
Mapleton06.1990
Skills
- Technology:
- Swiftly
- Orbital
- Crystal Reporting Server
- Lynx (Drive Cam)
- Zonar Systems
- MyGeotab
- GoCanvas
- VDS
- MobiMe
Management Skills:
- Team Building/Leadership
- Cross-functional communication
- Department oversight
- Client relationships
- High-pressure environments
- Financial efficiency & accountability
Timeline
Service Delivery Manager
Transdev Transportation
07.2023 - Current
Operations Manager
Mv Transporation
08.2017 - 07.2023
Lead Supervisor
Mv Transporation
07.2013 - 08.2017
Coach Operator
Veolia Transportation
04.2011 - 07.2013
High School Diploma -
Maple River Highschool