LaShawn Miller
Chicago,IL
Summary
Results-driven communications and transit operations professional with more than 20 years of customer service experience, including extensive expertise in real-time service coordination and Control Center operations. Proven ability to monitor service disruptions, coordinate emergency response, delegate tasks, and provide operational support to field personnel while delivering accurate, timely information to internal teams and the public. Skilled in incident reporting, and cross-functional collaboration in fast-paced, high-pressure transit environments. Recognized for sound decision-making, clear communication, and a strong commitment to safety and service reliability.
Overview
24
24
years of professional experience
Work History
Rail CSR / Security Controller - Control Center
Chicago Transit Authority
Chicago, IL
06.2024 - Current
- Monitor real-time rail operations, support Control Center functions, and coordinate responses to service disruptions.
- Coordinate communications related to security incidents, service disruptions, and operational events.
- Maintain effective communication with Rail and Bus Operations, Control Center personnel, and field staff.
- Document incidents and operational activities accurately while supporting emergency response procedures.
- Provide timely information to internal departments and assist in maintaining service continuity.
Communications Coordinator - Control Center
Chicago Transit Authority
Chicago, Illinois
05.2023 - 06.2024
- Coordinated real-time communication of bus and rail service disruptions, restorations, and emergency updates to internal departments and the riding public, enhancing awareness and response.
- Managed customer communications via CTA website and social media for planned and emergency service changes, elevator outages, and station accessibility updates, ensuring timely information delivery.
- Collaborated with Control Center personnel, Rail Operations, and executive leadership to ensure timely, accurate, and consistent operational communications.
- Monitored operational events and coordinated with multiple departments to ensure accurate information flow during incidents affecting transit service.
- Communicated ADA-related service information, including elevator availability and accessibility updates.
- Prepared operational reports and maintained accurate documentation supporting daily transit operations and service communications.
Customer Service Representative - CTA Headquarters
Chicago Transit Authority
Chicago, Illinois
04.2022 - 05.2023
- Acted as the primary point of contact for customers seeking information about bus and rail service, delays, accessibility, and service disruptions.
- Responded to customer inquiries and resolved issues through multiple communication channels while delivering exceptional customer service.
- Provided assistance to customers with ADA-related questions and transit accessibility, enhancing customer experience and ensuring compliance with accessibility standards.
- Coordinated with internal departments to ensure timely resolution of customer concerns and accurate communication of service information.
- Documented customer feedback and operational concerns, enabling informed management reporting and driving process improvements.
Bus Operator
Chicago Transit Authority
Chicago, Illinois
01.2018 - 04.2022
- Safely transported passengers while maintaining schedule adherence and compliance with CTA operating procedures.
- Assisted passengers with disabilities while ensuring compliance with ADA accessibility requirements.
- Provided exceptional customer service, representing CTA with professionalism and integrity, enhancing passenger experience.
- Maintained continuous radio communication with CTA Control Center on service disruptions, emergencies, and route conditions, ensuring swift response and information flow.
- Responded professionally to emergency situations, prioritizing passenger safety and facilitating effective communication with Operations Control.
- Reported operational issues, safety hazards, and unusual occurrences to appropriate supervisory personnel.
Customer Service Representative
ComEd / Exelon
Oak Brook, Illinois
03.2016 - 08.2017
- Coordinated service appointments and efficiently addressed complex customer issues in high-volume call center.
- Resolved billing inquiries, payment arrangements, account setup, and service requests to enhance customer satisfaction.
- Maintained accurate customer records, ensuring compliance with quality and performance standards.
Customer Account Specialist
AT&T
Chicago, Illinois
02.2003 - 01.2015
- Utilized strong communication skills to effectively address and resolve customer inquiries and concerns, enhancing customer experience.
- Resolved customer billing, payment, and account inquiries, contributing to high customer satisfaction ratings.
- Processed account adjustments and documented customer interactions accurately for reporting and audit purposes.
Education
Associate of Science - Information Systems – Mobile Technology
Pace University
Pleasantville, NY05-2018
Skills
- Control Center Operations Support
- Rail & Bus Operations
- Service Disruption and Emergency Communications
- Radio, Telephone & Public Address Communications
- Incident Reporting & Documentation
- Operational Reporting & Recordkeeping
- ADA Accessibility Coordination
- Accessibility Communication
- Problem Solving
- Customer Service Excellence
- Conflict Resolution & De-escalation
- Situational Awareness
- Microsoft Office Suite
- Cross-Functional Collaboration
- Team Collaboration
Project
Foundations for Management - Chicago Transit Authority July 2025
Timeline
Rail CSR / Security Controller - Control Center
Chicago Transit Authority
06.2024 - Current
Communications Coordinator - Control Center
Chicago Transit Authority
05.2023 - 06.2024
Customer Service Representative - CTA Headquarters
Chicago Transit Authority
04.2022 - 05.2023
Bus Operator
Chicago Transit Authority
01.2018 - 04.2022
Customer Service Representative
ComEd / Exelon
03.2016 - 08.2017
Customer Account Specialist
AT&T
02.2003 - 01.2015
Associate of Science - Information Systems – Mobile Technology
Pace University