Julio Ford

Traffic System Control: Operating and monitoring electronic traffic management systems to help manage and improve traffic flow.

Incident and Congestion Management: Detecting and responding to incidents on the highway, assessing incident severity, and coordinating appropriate responses with other agencie

Communications: Serving as a key communication link between MDOT, law enforcement, emergency responders, media, and the public regarding incidents and traffic conditions.

Use of Technology: Utilizing computerized traffic management workstations and software (such as CHART) to monitor traffic patterns, speed, and roadway usage, and to detect incidents.

Reporting and Coordination: Providing timely updates and reports to all agencies and the public regarding incidents and traffic conditions.

• Oversaw daily operations across multiple locations to ensure efficient service delivery.
• Developed and implemented training programs, enhancing team performance and operational standards.
• Analyzed performance metrics to identify areas for improvement, driving strategic initiatives to boost efficiency.
• Coordinated scheduling and staffing to optimize resource allocation in high-demand periods.
• Managed vendor relationships, negotiating contracts to reduce costs while maintaining quality standards.

• Evaluated client financial information to determine loan eligibility and risk levels.
• Developed customized loan solutions based on customer needs and financial situations.
• Provided expert guidance on loan products, policies, and procedures to enhance client understanding.
• Processed and reviewed loan applications for accuracy and compliance with regulatory standards.
• Assist customers in English and Spanish to understand process of loans and credit stability.

• Sphere headed in communication as a liaison for agents and clients while supporting the business culture.
• Lead project management teams meetings created powerpoint presentations for leadership.
• Champion leadership managing and advocating multiple teams while adhering to policies and procedures.
• Increased productivity driving results through coaching and training with consistent response time of 60% through technical and troubleshooting support.

• Technical support for customers, trouble shooting to identify appropriate resolutions for managed broadband, Wi-Fi, router and security delivered over BCI and or Metro E.
• Verified network outages and escalated to appropriate repair agents to ensure timely resolution with primary emphasis on quality first call resolution.
• Accurately document problems including detection information, diagnostic results and repair information through trouble ticketing systems.
• Used multiple software systems and applications for accuracy with client orders.
• Resolved live customer service issues.
• Resolve remotely customer technical issues. Working with clients allows me to remotely access their services.

• Expert bilingual representative interaction for escalated customer calls that overextended the reach of team members experience or authority.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Analyzed data to assist with coaching and agent development.
• Expert problem-solving decreasing customer complaints.