General Manager
Charlotte Area Transit System
- Directed day-to-day operational delivery across six business units with 700+ multi-generational employees, 500+ vehicles, and four facilities.
- Led emergency response operations during regional weather events, ensuring service continuity and overseeing cross-functional restoration plans.
- Reduced customer complaints—≤0.02% of service activity triggered complaints—developed accountability system to track, resolve, and learn from operational breakdowns.
- Launched predictive maintenance and service optimization programs that reduced vehicle failures by 20% in less than six months and reduced annual fuel costs by $1M.
- Architected a SQL-driven performance analytics platform and led a cross-functional team to deploy a system that improved service reliability by 20%.
- Introduced a utilization-focused technology that optimized service and developed a 12-year total cost of ownership and ROI model that reduced projected costs from $14M to $4.7M.
- Secured $30M in funding by leading data-driven capital planning to enhance disaster-resilient backup systems, fleet modernization, and futurizing the workforce.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.