Joel Horton
Slidell,LA
Summary
**Version 1 – Elevated Action:** Spearheaded partner-facing workflows, resolving cross-team issues, and tracking performance metrics to support high-volume programs in dynamic environments. Cultivated trust with internal stakeholders, frontline teams, and external partners through clear communication and strong follow-through. **Version 2 – Purpose-Driven:** Managed partner-facing workflows to enhance client support and operational efficiency, resolving issues across teams and tracking performance metrics. Focused on building trust and clear communication with stakeholders to support high-volume programs in fast-paced settings. **Version 3 – Specificity:** Directed partner-facing workflows, addressing cross-team issues and monitoring performance metrics to sustain high-volume programs in fast-paced environments. Known for clear communication and trust-building with internal stakeholders, frontline teams, and external partners, while coordinating launches and reporting on program health.
Overview
28
28
years of professional experience
Work History
Autonomous Vehicle Operations Supervisor
Transdev
03.2021 - Current
- Supported daily field operations across four Bay Area sites, coordinating schedules, onboarding, payroll issue resolution, training status, and real-time service support.
- Managed performance and escalations for 500+ employees while partnering with leadership to keep operations running smoothly in a complex, fast-moving environment.
- Worked alongside Waymo/Google operational teams to resolve service issues, share updates, and strengthen partner relationships.
- Tracked performance metrics, documented incidents, and used real-time chat and dispatch tools to respond quickly to operational needs.
Plane Captain / Shift Supervisor
DynCorp
06.2017 - 03.2021
- Coordinated high-tempo operational workflows, delegated tasks across teams, and maintained service readiness under tight timelines.
- Built and delivered training based on real-world issues, improving execution quality and increasing flight completion by 10%.
- Implemented customer-focused service improvements that helped produce a 100% customer satisfaction score.
Lead Operations Clerk / Customer Service Representative
Child & Youth Programs
10.2014 - 06.2017
- Served as a primary point of contact for families, answering questions on programs, enrollment, billing, waitlists, events, and policy requirements.
- Prepared reports, financial data, and correspondence across multiple agencies, maintaining accurate records and dependable stakeholder communication.
- Used customer feedback and survey trends to streamline paperwork, cutting packet volume by 90% and improving the client experience.
- Monitored program usage, identified underutilization, and delivered insights that contributed to annual savings of $72K in payroll and operations.
Aviation Logistics Specialist / Flight Scheduler
US Navy
11.2003 - 02.2006
- Worked in a call center-style logistics environment, handling high-volume coordination, responding to customer and operational inquiries, and communicating flight status updates and requirements to internal and external stakeholders.
- Performed quality checks on airlift requests, maintained critical planning documents, and ensured accurate information reached leadership and customers in a timely manner.
Aviation Maintenance Technician
US Navy
NAS Whidbey Island
10.1998 - 11.2003
- Conducted thorough inspections and maintenance on various aircraft systems to ensure operational readiness.
- Diagnosed mechanical issues using specialized tools, leading to timely repairs and enhanced safety.
- Collaborated with cross-functional teams to develop maintenance procedures, improving efficiency and compliance with standards.
- Trained junior technicians on best practices for equipment handling and safety protocols, fostering a culture of continuous learning.
- Supervised maintenance operations, ensuring compliance with safety regulations and operational standards.
- Coordinated team schedules to optimize workflow and minimize downtime during maintenance activities.
- Implemented preventive maintenance programs, improving equipment reliability and extending asset lifespan.
Education
Master of Science - Management
Embry-Riddle Aeronautical University
Daytona Beach, FL05.2018
Bachelor of Science - Aviation Maintenance
Embry-Riddle Aeronautical University
Daytona Beach, FL05.2016
Skills
Achieved streamlined reporting and analysis through effective use of Microsoft Word, Excel, and PowerPoint Improved task tracking and onboarding processes, resulting in enhanced team integration Strengthened stakeholder communication and resolved conflicts, fostering a collaborative environment Enhanced documentation practices for process improvements and elevated team training effectiveness Elevated customer relations and maximized ERP/MRP system performance
Achieved high customer satisfaction ratings through proactive support and issue resolution Enhanced customer retention by implementing effective communication strategies Improved response times to customer inquiries, resulting in increased loyalty
Oversaw account coordination activities, fostering collaboration among stakeholders to achieve project milestones
Coordinated all aspects of program operations, focusing on process improvement and stakeholder engagement
Engaged with multiple departments to foster teamwork and drive successful project execution
Coordinated regular updates and feedback sessions with partners to ensure alignment and progress
Monitored and addressed issues systematically to ensure seamless workflow and minimize disruptions
Achieved enhanced decision-making through the delivery of timely and accurate reports Drove improvements in operational efficiency by establishing effective metrics tracking Elevated team performance by providing actionable insights based on data analysis
Analyzed existing processes and identified areas for improvement to drive productivity and effectiveness
Target Role Fit
Strong match for customer-facing program support, partner communication, launch coordination, issue resolution, metrics reporting, and remote cross-functional collaboration in a technology-driven environment.
Timeline
Autonomous Vehicle Operations Supervisor
Transdev
03.2021 - Current
Plane Captain / Shift Supervisor
DynCorp
06.2017 - 03.2021
Lead Operations Clerk / Customer Service Representative
Child & Youth Programs
10.2014 - 06.2017
Aviation Logistics Specialist / Flight Scheduler
US Navy
11.2003 - 02.2006
Aviation Maintenance Technician
US Navy
10.1998 - 11.2003
Master of Science - Management
Embry-Riddle Aeronautical University
Bachelor of Science - Aviation Maintenance
Embry-Riddle Aeronautical University