Jacqueline Stewart
Burlington,NC
Summary
Strategic candidate eager to leverage knowledge in transportation and logistics. Strong problem-solving and multitasking skills with good understanding about transportation management systems and GPS tracking software. Highly collaborative individual works well under pressure.
Professional logistics coordinator with proven ability to manage and optimize dispatch operations. Adept at coordinating schedules, communicating with drivers, and ensuring timely deliveries. Strong focus on team collaboration and achieving results, reliable and adaptable to changing needs. Skilled in problem-solving, multitasking, and using dispatch software to enhance operational efficiency.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Safety & Training Manager
GoCary
12.2023 - 12.2024
- Assist in the implementation and monitoring of GoCary Transit’s safety and risk management program including, but not limited to, assisting with or performing accident and/or injury investigations, risk assessment, safety regulation enforcement, hazardous materials management, blood-borne pathogen exposure control program, and injury/accident claims management
- Assist with the development and implementation safety awareness and accident reduction programs
- Manage accident and injury claims; compile and evaluate relevant information and evidence; review accident/injury reports and prepare recommendations regarding appropriate action for safety violations; determine the preventability status of accidents and injuries
- Provide driver training for all GoCary Transit employees
- Supervise trainees during training period, including scheduling work shifts, approving timecards, evaluating performance and administering discipline
- Conduct performance evaluations of transit drivers to assess basic vehicle operation, safe defensive driving skills and overall job performance; review and discuss with the employee the skills required for optimal job performance; recommend and conduct retraining as necessary to ensure optimal job performance
- Assist with the implementation of effective training programs for all staff using classroom, computer-based, and on-the-road training (where applicable); training program includes new hire, refresher, and remedial training to enforce safe work habits, maximize customer safety, and protect GoCary Transit property
- Conduct physical standards evaluation for applicants
- Work with new employees to ensure proper testing and licensing requirements are met prior to the start of work
- Oversee the daily operations of the Safety and Training department
- Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
- Collaborated with department heads to align training programs with organizational goals, ensuring relevancy and impact.
- Partnered with external experts to bring in fresh perspectives and specialized knowledge for advanced training workshops.
- Reduced training costs without compromising quality by optimizing use of in-house expertise and digital resources.
- Fostered culture of continuous learning and development, which contributed to higher employee retention rates.
- Spearheaded adoption of new Learning Management System (LMS), enhancing efficiency of training delivery and tracking.
- Identified skill gaps in workforce and addressed them through targeted training programs, resulting in more competent and versatile team.
- Promoted learning culture by encouraging employee participation in external professional development opportunities and sharing insights with team.
- Conducted thorough needs assessments to pinpoint specific training requirements, leading to more targeted and effective training solutions.
- Developed comprehensive training modules for enhancing employee skills, leading to improved job performance across departments.
- Enhanced team productivity by implementing innovative training strategies that catered to diverse learning styles.
- Facilitated team-building exercises that improved communication and collaboration among team members.
- Led transition to blended learning approach, combining online and in-person training methods for more flexible learning options.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Implemented new learning strategies depending upon employees' skill levels.
- Conducted training courses and prepared videos for long-term use.
- Coordinated and prioritized required training courses for All safety sensitive employees.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Improved employee retention rates by creating engaging and interactive learning materials.
Access Supervisor
Triangle Transit
05.2017 - 05.2024
- Oversee the daily operations of the department
- Assist Manager and Administer to provide oversight of performance evaluation for operators and dispatchers
- Assist manager to identify and create opportunities that help leaders and employees expand their knowledge, skills and abilities, and improve their performance
- Promptly addressing and enforcing work Policies and Procedures; FTA, ADA and DOT guidelines regarding transit operations
- Coaching, training and assist with the hiring process
- Maintain a positive work environment which provides fair and equitable supervision and encourages professional growth
- Assist manager in continually building bench-strength of leadership by determining and meeting needs through talent assessment, individual development plans and succession planning
- Data Entry and maintenance of Operators and Dispatchers work hours, vacation time and sick leave (Stratustime)
- Assist Bus Operations training department with the non CDL hire training from Non CDL to CDL holder
- Train new hire supervisors
- Conducted thorough risk assessments to identify potential vulnerabilities in existing access management policies and procedures.
- Ensured compliance with industry regulations by regularly updating and documenting access management policies.
Access Dispatcher
Triangle Transit
06.2014 - 05.2017
- Experience with routing and scheduling of vehicles; dispatching vehicles and providing timely information to operators; taking all scheduling and operator complaints, reporting to supervisors or resolving problems directly with the customer
- Direct supervision of Paratransit operators
- Evaluates, counsels, and disciplines achieving maximum productivity and high employee morale
- Provide strategic solutions for resolution conflicts with passengers and employees; assist with adverse weather and vehicle breakdowns situations
- Promptly address and enforce GoTriangle Work Policies, Rules and Procedures; FTA, ADA and DOT guidelines regarding transit operations
- Participate with the hiring process by effective recommending the hiring of potential employees and providing/coordinating their training to improve employee skills
- Manage the scene of an accident including providing direction to the bus, the public, and passengers, analyzing the accident, determine course of accident investigation, interview witness, and work closely with crisis management to develop future training
- Assist GoTriangle through good practice in the achieving affirmative and organization goals of eliminating discrimination based on race, color, religion, age, sex, national origin, disability, and all other classifications protected by law
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Negotiated with vendors for better rates on communication equipment, improving budget efficiency.
- Maintained high levels of confidentiality and discretion with sensitive information.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Reduced response times to emergency situations, coordinating effectively with multiple agencies.
- Resolved conflicts between field units, ensuring smooth operation and team cohesion.
- Adapted quickly to changing situations, ensuring uninterrupted dispatch operations during emergencies.
- Analyzed call patterns to predict peak times, adjusting staffing levels accordingly for optimal coverage.
- Facilitated training for new dispatchers, improving team readiness and performance.
- Ensured compliance with federal and state regulations, maintaining impeccable record-keeping practices.
- Contributed to community safety initiatives, providing expert advice on emergency preparedness.
- Implemented regular system checks to maintain high operational standards, ensuring reliability of dispatch equipment.
- Promoted culture of continuous improvement, leading to adoption of advanced dispatch technologies.
- Answered phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Scheduled and organized delivery routes.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Scheduled deliveries and pickups according to customer needs.
- Assisted in resolving customer complaints and grievances.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Monitored and tracked dispatch communication systems.
- Communicated with customers to provide delivery updates and resolution.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Managed customer accounts and invoicing.
- Tracked and monitored vehicle performance and maintenance.
- Received new orders, prepared documentation, and assigned personnel.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Monitored flow of paperwork and directed information to appropriate departments.
- Communicated with warehouse staff to facilitate proper loading and unloading of orders.
- Utilized customer feedback to improve customer service.
- Provided customers with information on products and services.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Generated reports to track deliveries and maintain proper records and documentation.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatch calls, ensuring accountability and enabling thorough incident reviews.
- Enhanced team morale by fostering supportive and collaborative work environment.
- Analyzed customer feedback and provided solutions to improve customer service.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
Regional Customer Information Associate
Triangle Transit
02.2007 - 09.2014
- Answer call and information request from the general public for the Regional Call Center using a Multi-line phone and at the customer service window regarding local transit services, programs and schedules
- Track service complaints and perform other record keeping task
- Retail Regional fare media using a computerized cash register system processing cash, check and credit card purchases
- Operate all types of office equipment as needed including a Simplex Cash Drawer
- Act as an interim Team Lead to assist with leadership responsibilities
- Perform other duties as assigned and requested
- Developed expertise in various software applications, allowing for more versatile contributions to the organization''s needs.
- Improved team collaboration with the creation of comprehensive reports on research findings.
Bus Operator
Triangle Transit
10.2003 - 02.2007
- Operated a bus to safely, reliably and courteously transport passengers in the Raleigh, Durham, Chapel Hill and Cary area adhering to adopted routes, schedules and operating policies and procedures
- Supported passengers in getting on and off the bus and maintained effective passenger/consumer relation; responded and reported a wide varsity of issues by notifying a supervisor or dispatcher when necessary
- Identified safety or vehicle operation problems and reported to supervisor and/or dispatcher for action
- Reported accidents and completed accident report forms
- Acknowledged and adhered processes and procedures such as ADA transit requirements
- Maintained a clean and safe bus environment for the comfort of all passengers.
- Assisted passengers with disabilities, ensuring their safe boarding, travel, and disembarking from the bus.
Education
Associate of Arts - Business Administration
Durham Technical Community College
Durham, NCAssociate of Science - Nursing
Durham Technical Community College
Durham, NCBachelor of Business Administration -
North Carolina Central University
Durham, NC12.2017
Skills
- Interpersonal skills
- Analytics skills
- Communication skills
- Technical competencies
- Interact with others
- Hiring and training specialist
- Customer service
- Data entry
- Decision-making
- Active listening
Activities
- Reading
- Painting
- Writing in my journal
- Gardening
- Volunteering at church to teach children
Certification
- North Carolina Commercial Driver's License CDL - A w/Passenger endorsement
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Safety & Training Manager
GoCary
12.2023 - 12.2024
Access Supervisor
Triangle Transit
05.2017 - 05.2024
Access Dispatcher
Triangle Transit
06.2014 - 05.2017
Regional Customer Information Associate
Triangle Transit
02.2007 - 09.2014
Bus Operator
Triangle Transit
10.2003 - 02.2007
Bachelor of Business Administration -
North Carolina Central University
Associate of Arts - Business Administration
Durham Technical Community College
Associate of Science - Nursing
Durham Technical Community College