KEVIN A. THOMPSON
Denton,TX
Summary
Punctual and efficient individual seeks a position as part of a team with opportunities for professional growth and development. A trustworthy, dependable, and courteous employee looking to make your company stronger. Motivated to provide prompt, friendly and professional services at all times. A results-oriented business leader with more than ten years of experience in day-to-day business operations management. Effective liaison to key clients, committees and external business stakeholders. Offering ability to leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Demonstrated ability to streamline processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Self-starting Operations Manager offering high-level experience in supervision of staff and completion operations. Adept at directing work completion goals from contracted service providers and those under my direct supervision. Successful introducing new methods to increase productivity and cut operational costs. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Manager of Mobility Services
Denton County Transportation Authority
Denton, TX
08.2023 - Current
- Dynamic professional with extensive experience in managing Mobility as a Service (MaaS) programs, driving innovation in transit solutions, and fostering strategic partnerships across public and private sectors. Proven track record of enhancing accessibility and mobility options through comprehensive program management, financial oversight, and stakeholder engagement. Skilled in contract management, budget development, and operational optimization within transit service delivery. Responsible for providing over 853,400 annual passenger trips across Paratransit, micro transit, and on-demand transit services.
- Key Responsibilities:
- Led and managed the Mobility as a Service (MaaS) program, expanding transit options beyond traditional models.
- Researched, designed, and implemented alternative transit service programs, positioning DCTA as a pioneer in transportation innovation.
- Developed collaborative partnerships with public and private sector entities to enhance mobility solutions.
- Oversaw program management, ensuring technical oversight and adherence to operational standards.
- Collaborated with DCTA’s fixed route transit network and planning management staff to create an inter-modal service plan for efficiency of transportation operations and cross network connectivity.
- Managed contract administration, financial planning, and budget monitoring for multiple projects.
- Conducted audits to ensure compliance with contractual obligations and operational standards.
- Communicated effectively with stakeholders, community members, and the public to garner support for transit initiatives.
- Presented findings and proposals to senior management and board members to drive strategic decisions.
- Coordinated with service contractors to optimize resource availability and operational efficiency.
- Evaluated MaaS technologies and software solutions to enhance scheduling, dispatching, and customer service.
Developed and administered contract documents and procurements essential for MaaS operations. - Served as the interim Customer Service Manager to coordinate and bridge the gap between the call center and operations departments.
- Implemented new transit platform software and worked with the customer service agents, bus operators, and dispatchers which enabled for DCTA’s on time performance (OTP) to consistently rise above 90% each month.
- Facilitated process improvements and implemented new service models to enhance operational effectiveness.
Stayed abreast of industry trends and advancements to incorporate best practices into operational strategies. - Core Competencies:
- Program Management
- Strategic Partnerships
- Contract Administration
- Financial Oversight
- Stakeholder Engagement
- Operational Optimization
- Public Speaking and Presentations
- Process Improvement
- Budget Development and Monitoring
- Compliance and Auditing
- Achieved operational excellence by streamlining processes and implementing best practices.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Developed strategic plans for business growth, resulting in increased revenue and market share.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
- Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
- Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
- Evaluated vendor offerings critically to select the most appropriate partners for delivering desired results at optimal costs.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Provided strong leadership to enhance team productivity and morale.
- Implemented and developed operational standards, policies and procedures.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Developed proposals and presentations for internal and external audiences.
- Evaluated hiring, firing, and promotions requests.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Consolidated vendors and renegotiated contracts to optimize costs.
Transit Supervisor & ADA Coordinator
Steamboat Springs Transit
Steamboat Springs, CO
04.2021 - Current
- Managed and supervised daily transit shifts consisting of 12 to 20 drivers and 7 to 12 vehicles providing fixed-route and paratransit functions. Ensured drivers and equipment were operating in compliance with the federal Department of Transportation rules and Americans with Disabilities Act (ADA).
- Moved over 1 million passengers and logged more than 620,000 miles annually, while operating the most efficient rural transit agency within the state.
- Participated in the selection and assignment of drivers; responsible to assist in the training of assigned employees in their areas of work including methods, procedures and techniques of transportation operations according to US Department of Transportation standards, Colorado Commercial Driver's License requirements, and City policies including safety standards and drug and alcohol testing requirements.
- Oversaw and conducted a comprehensive driver evaluation system to include positive and improvement performance feedback. Duties also included the research, preparation, and conducting of performance evaluations, counseling, disciplinary and/or recommendation of termination actions as necessary.
- Participated in the development of transit policies and procedures to address inconsistencies or to document best practices; monitor work activities to ensure compliance with established federal and state laws and regulations, and City policies and procedures; made recommendations for changes and improvements to existing standards and procedures.
- Responded to, investigated, and documented complaints from the general public regarding transit, fixed-route and paratransit operations; resolve problems in a timely and efficient manner.
- Responded to public concerns, and queries and provide information to customers via telephone, text and internet.
- Assisted in conducting random investigations of Transit Bus Driver driving records; maintain accurate and complete driving record files for audits.
- Conducted drug and alchol testing and mainted appropriate levels of random testing for all safety sensitive personnel.
- Reviewed operator inspection reports; coordinate maintenance and repair activities for transit, fixed route, regional and paratransit operations equipment and vehicles.
- Monitored and/or reviewed, and documented the issuance of ADA certification to individuals in the Steamboat Springs Transit service area.
- Participated in administering the State of Colorado Department of Motor Vehicles Commercial Driver licensing and testing requirements (both classroom and vehicle); ensure testing complies with applicable rules, regulations and mandates.
- Prepared daily and weekly time sheets for assigned Transit Bus Drivers and monitored time sheet changes for conformance with established procedures and policies.
- Removed fare box vaults from regional transit vehicles and accounted and reconciled revenue for bank deposits.
- Recommended and coordinated the maintenance, repair and installation of bus route signs, fixtures and shelters at bus stops; maintain records of bus stop projects.
- Developed and distributed announcements, brochures, bus schedules, advertising, and press releases to promote transit services.
- Participated in the preparation of assigned budget including providing input regarding vehicle specifications, vehicle procurement, and vehicle replacement schedules.
- Conducted a variety of organizational studies; prepare clear and concise reports on findings.
- Identifed, recommended and coordinated enrollment in training courses, seminars or other in-service programs to assist operations staff in improving work performance and professional development.
- Responded to and coordinated the transportation of emergency personnel, resources, equipment, and supplies as needed.
- Served as staff liaison on assigned committees as necessary.
- Attended and participated in professional group meetings; stayed abreast of new trends and innovations in the field of transit, fixed-route and paratransit operations.
- Cleaned and fueled transit buses and inspected the same in accordance with all applicable industry and federal requirements.
- Safely and efficiently documented and removed bio-hazard debris from the bus.
- Operated special equipment such as snow plows and loaders to assist in the clearing of roads to facilitate the safe operation of buses in adverse conditions.
- Processed paratransit trip requests as outlined in the ADA handbook and SST policies.
- Served as a Bus Driver to fill shifts, and paratransit trips as needed or assigned.
- Performed related duties as required.
- Assumed responsibility for transit operations in the absence of the Operations Supervisor.
- Evaluated employee performance and coached and trained to improve weak areas.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Maintained compliance with company policies, objectives and communication goals.
- Worked with management team to implement proper division of responsibilities.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Interviewed, hired and trained new employees for production positions.
- Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
- Performed annual evaluations and reviews for large staff of employees.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Protected company assets with strategic risk management approaches.
- Assisted in coordination and implementation of new contracted Micro transit service area.
- Oversaw and coordinated with contractor of the Micro transit service, which increased annual passenger counts for the service area by 166%.
- Monitored third party contracted service provider to assure safety and contractual compliance.
- Monitored workflow to improve employee time management and increase productivity.
Transportation Operations Manager
Fort Bend County Public Transportation
Sugar Land, TX
10.2018 - 04.2021
- Provided over 400,000 annual trips for both demand response buses located within Fort Bend County and commuter buses that serviced several locations in Harris County (Houston).
- Developed and implemented daily operations plans such as service routes, employee assignments and promotional strategies.
- Supervised department personnel by assigning and directing daily tasks as well as evaluating performance to enhance productivity and resolve problems.
- Implemented policies and standard operating procedures for the continuous improvement of daily operations.
- Oversaw and managed call center staff of ten and indirectly monitored contracted staff personnel numbering over one hundred fifty members.
- Managed call center with over 200 daily calls and 600 trip bookings.
- Monitored contractors and the services that they supplied to ensure contractual compliance.
- Acted as a liaison to additional Fort Bend County departments and other local and state transportation agencies.
- Assisted in the procurement of goods and services.
- Served as a member of the Metropolitan Planning Organization, Houston-Galveston Area Council (H-GAC) on the Transportation Safety Committee (TSI) and Transportation Survey Committee(TSC).
- Served as a member of the Fort Bend County Office of Emergency Management (EMCG) and Fort Bend County Public Information Officers Network (PIO).
- Evaluated upcoming program plans to forecast expected resource needs.
- Worked with finance manager to develop and administer annual budget with effective controls to prevent overages, minimize burn rates and support sustainability objectives.
- Reviewed financial reports and investigated variances with accounting staff to keep records accurate.
- Developed and submitted strategic and initiative reports to highlight current actions and proposed service changes to upper management.
- Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and provided management team with related operational reports.
- Enforced effective safety and security policies.
- Collaborated with Fort Bend County Meals On Wheels to create routes and deliver meals to the elderly during the Covid-19 pandemic.
- Conducted annual performance reviews, offering praise and recommendations for improvement.
- Forged and cultivated productive relationships with community members and valued clients.
- Ensured contracted maintenance staff kept sixty unit transit fleet at operational readiness.
- Worked with the Texas Department of Transportation over a two year period to certify The Public Transportation Agency Safety Plan (PTASP).
- Responsible for all annual report with both the National Transit Database (NTD) and the Texas Public Transit Division (PTN).
- Generated comprehensive service reports related to safety incidents, concerns and complaints.
- Oversaw and provided guidance for facility contractors during the construction and completion of the $12,000,000 Fort Bend County Public Transportation Facility.
- Assessed and targeted customer needs to forge and cultivate productive relationships and maintain top satisfaction levels.
- Researched distance, traffic patterns and other aspects to determine cost-effective and productive routes for deliveries.
- Formed strategic partnerships, established metrics and participated in complex negotiations.
- Managed annual operational budget budget of $5,000,000.
- Coordinated with operators to boost unloaded miles and reduce empty miles by twenty seven percent.
Transportation Manager/Supervisor of Operations
SP Plus At Austin-Bergstrom International Airport
Austin, TX
01.2018 - 09.2018
- Oversaw transportation of forty-two shuttles daily by coordinating personnel and developing efficient routes and workload schedules.
- Managed and updated a database detailing important information such as passenger logs and trips using Microsoft Excel.
- Closely monitored operations and performed regular safety audits to ensure staff adherence to administrative policies and compliance regulations.
- Applied interpersonal and customer service skills in serving as the point of contact for customers and staff members on a variety of subjects such as parking, flight departures/arrivals, mechanical issues, safety concerns, and complaints.
- Worked with all departments within the organization to ensure that parties worked as a cohesive unit to maintain the grounds within the property.
- Assisted personnel with vehicle inspection reporting documentation along with the smart drive fleet management software and systems.
- Accomplished multiple tasks within established timeframes.
Shuttle Operator & Dispatcher Coordinator
SP Plus At Austin-Bergstrom International Airport
Austin, TX
04.2017 - 01.2018
- Provided transportation services at Austin Bergstrom International Airport.
- Provided customer assistance with luggage, directions and positive customer service interactions within a stressful environment.
- Provided direction and instruction to shuttle operators on various shifts.
- Maintained updated and detailed records of calls in physical and electronic database.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
- Worked closely with personnel, customers and contractors to resolve problems.
- Motivated workers to exceptional performance through implementation of new strategies.
- Maintained safe work environment and confirmed current compliance with OSHA and other governmental regulations.
- Balanced schedule and customer demands against team capabilities and available resources to meet performance objectives.
- Managed labor assignments and equipment allocations and met transportation, operations and production goals.
- Recommended measures to improve production methods, equipment performance and team operation and productivity.
- Oversaw preventive maintenance and scheduled repairs to maximize vehicle and equipment performance.
- Coordinated responses to emergencies by dispatching vehicles and bringing in additional personnel.
- Set the tone for the operation by providing clear and calm directions/instructions at all times.
- Managed and dispatched using two separate radio channels, answered incoming call volume, along with all driver enquiries and issues.
- Coordinated the daily dispatch of forty two drivers to accomplish contacted service requirements.
- Resolved passenger problems, improved operations and provided exceptional operational support.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
Chief Operating Officer & Route Manager
Thompson Delivery DBA
Dallas, TX
11.2011 - 01.2017
- Owned and operated seven delivery routes at three different terminals throughout the Dallas-Ft. Worth Metro area.
- Recorded delivery information using fleet tracking and monitoring software.
- Maintained operational fleet of ten vehicles.
- Managed between five to nine delivery drivers per daily shift assignments.
- Assisted with delivery of overflow volume.
- Aligned organizational objectives with company mission, increasing revenue, profit and business growth by collaboratively developing integrated strategies.
- Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
- Oversaw business-wide changes to modernize procedures and organization.
- Developed program to promote new managers from within, building and maintaining cohesive leadership structure.
- Completed and submitted all necessary Department Of Transportation logs and supporting company documentation on daily basis.
- Completed on-time deliveries by choosing the most efficient routes.
- Obtained receipts from staff each shift and submitted to company Certified Public Accountant.
- Loaded and secured items within delivery trucks.
- Inspected truck equipment and supplies. Reported problems and safety hazards to supervised personnel.
- Communicated customer complaints, requests and feedback to company management.
- Contacted customers prior to delivery to confirm and coordinate specific delivery times.
- Verified that vehicle inspection stickers and registration for each vehicle was current.
- Completed pre and post-trip safety inspections, recording and reporting all defects or equipment malfunctions.
- Fostered positive working relationships with customers and employees.
- Followed company's loading and unloading procedures for hazardous materials.
- Worked overtime shifts during peak periods.
- Refined organizational structure to consolidate, streamline and delineate necessary functions.
- Developed quarterly business plans to evaluate cost projections.
Contractor/Delivery Driver
FedEx Home Delivery
Fort Worth, TX
06.2006 - 04.2011
- Completed on-time deliveries by choosing best and most efficient routes.
- Planned optimal routes based on GPS software and knowledge of local traffic patterns.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Delivered packages to customer doorsteps and business offices.
- Ensured safety operation of all delivery vehicles.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Communicated customer complaints, requests and feedback to company management for swift resolution.
- Contacted customers prior to delivery to confirm and coordinate delivery times.
- Fostered positive working relationships with regular customers.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Performed walk around on delivery vehicle before beginning shift to verify correct and safe operating order.
- Kept detailed records of completed or in-progress deliveries using hand-held devices and camera images.
- Verified daily deliveries against shipping instructions before delivering to customers.
- Oversaw product loading to keep items balanced, work efficient and items secure for safe delivery.
- Updated dispatchers frequently to convey changes such as route issues or weather delays potentially impacting delivery schedules.
- Kept and studied detailed mileage and fuel reports to track overall fuel costs.
- Created and submitted delivery and DOT logs.
- Maintained accurate financial records by collecting and documenting timely and past-due customer payments.
- Maintained organized, clean and professional vehicle to protect company reputation with customers.
- Documented mileage, deliveries, pickups, customer issues and damages.
- Reviewed routes and expected delivery time frames to determine order of deliveries.
- Checked loads against documentation before completing final delivery at destinations.
Call Center Representative
Texans Can Academies
04.2009 - 02.2011
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion and access to services.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Assisted with weekly vehicle auction serving in various positions as needed by the organization.
- Provided courteous customer service.
- Used time management skills to compete daily tasks.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Package Handler
FedEx Ground
Fort Worth, TX
09.2004 - 05.2006
- Worked every position within the terminal
- Load, unload, pre-load, smalls, and sorter positions.
- Used hand-held scanners and physical logs to accurately track item movements.
- Assembled, sealed and loaded packages into correct trucks.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Followed verbal and written instructions to properly move and ship products.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Prepared pallets of boxes for easy transportation between customer and storage locations.
- Loaded package containers onto forklifts and transported into packaging areas.
- Prevented load shifting or damage by using bracing and strapping techniques.
- Eventually moving up to become a delivery driver once reaching legal the age of twenty one.
Quality Control & Warehouse Manager
Proforh Floors
Grand Prairie, TX/ La Ceiba, Honduras
05.2003 - 03.2006
- Assisted with loading and unloading of trailers serving as a forklift operator.
- Maintained a clean workspace.
- Responsible for the inspection of final product prior to packaging for shipment.
- Verified parts and materials through audit inspections and independent checks.
- Developed and analyzed quality control processes and deliverables to determine present standards and establish recommended action plans.
- Collaborated with development teams, internal customers and product line management to verify delivery of desired quality requirements to distributors.
- Worked for seven months In Honduras at the company-owned and operated mill, learning how to create from start to finish all wood flooring products.
- Assisted installation teams with flooring on large projects.
- Traveled to assisted with the display exhibits at national flooring exhibitions.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Communicated with production team members about quality issues.
Education
Bachelor of Science -
Keller Graduate School of Management
Naperville, IL12.2022
Associate of Arts - International Studies
Tarrant County College
Arlington, TX2009
High School Diploma -
Treetops School International
Euless, TX2003
Skills
- Customer Relationships
- Service Accounts
- Corrective Actions
- Customer Service Standards
- Team Leadership
- Field Supervision
- Employee Engagement
- Standard Operating Procedures Proficient
- Annual Performance Reviews
- Workflow Processes
- Government Agency Guidelines
- Direct Operations
- CDL License
Certification
National Transit Database -Reporting Fundamentals Certification
FEMA- Emergency Management Institute Certification - IS100, IS200, IS300, IS400, IS700, IS800
Texas A&M Engineering Extension Service - Disaster Recovery Awareness
Fort Bend County-Supervisor Alcohol & Drug Awareness Certification
US Department of Transportation- Transportation Safety Institute Certificate Curbing Transit Employee Curbing Distracted Driving, Transit Bus Nomenclature, Fundamentals of Bus Collision Investigation, SMS Safety Assurance, Transit Bus System Safety.
TXDOT- 2020 Fundamentals of Transit Certification
Community Transportation Association of America -Certified Community Transit Supervisor (CCTS).
National Transit Institute - Introduction Paratransit Management and Operations.
Rocky Mountain ADA Network - Emergency Preparedness and the ADA.
Rocky Mountain ADA Network - Accessible Transportation.
Rocky Mountain ADA Network - Effective Communication and the ADA.
Rocky Mountain ADA Network - 2010 ADA Standards.
ADA Coalition of Connecticut - ADA Coordinator Title I, Title II and Reasonable Accommodation Certification.
Timeline
Senior Manager of Mobility Services
Denton County Transportation Authority
08.2023 - Current
Transit Supervisor & ADA Coordinator
Steamboat Springs Transit
04.2021 - Current
Transportation Operations Manager
Fort Bend County Public Transportation
10.2018 - 04.2021
Transportation Manager/Supervisor of Operations
SP Plus At Austin-Bergstrom International Airport
01.2018 - 09.2018
Shuttle Operator & Dispatcher Coordinator
SP Plus At Austin-Bergstrom International Airport
04.2017 - 01.2018
Chief Operating Officer & Route Manager
Thompson Delivery DBA
11.2011 - 01.2017
Call Center Representative
Texans Can Academies
04.2009 - 02.2011
Contractor/Delivery Driver
FedEx Home Delivery
06.2006 - 04.2011
Package Handler
FedEx Ground
09.2004 - 05.2006
Quality Control & Warehouse Manager
Proforh Floors
05.2003 - 03.2006
Bachelor of Science -
Keller Graduate School of Management
Associate of Arts - International Studies
Tarrant County College
High School Diploma -
Treetops School International