Summary
Overview
Work History
Education
Skills
Timeline
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Maria Romero Solis

Abilene

Summary

Dynamic and results-driven professional with extensive experience at Transit Management of Abilene. Proven expertise in customer service and dispatching procedures, adept at problem-solving and maintaining calm under pressure. Skilled in Microsoft Excel and committed to enhancing team performance through effective communication and training initiatives.

Overview

18
18
years of professional experience

Work History

Fixed Route Dispatcher

Transit Management of Abilene
10.2018 - Current
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to drivers in need.
  • Communicated with drivers regularly to ensure that daily routes are completed safely and in accordance with company policy and procedures.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Provided exceptional customer service to callers, remaining empathetic and patient.
  • Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
  • Make cash sales of passes, and assist driver with simple farebox troubleshooting.
  • When necessary I go out and assist with driving bus routes, so that drivers can take a lunch break, or start another run if a driver is unable to complete their run in a timely manner.
  • I also "walk the lanes" in between runs to answer customer questions, or assist drivers with loading and unloading their bus.
  • I assisted the department supervisor with scheduling, and helped to find replacement drivers as needed for each shift .
  • I have Data entry experience and have experience in Excel, and Word.

Paratransit Driver and Dispatcher

Transit Management of Abilene
06.2013 - 07.2018
  • Conducted regular training sessions on paratransit operations for new hires as well as refresher courses for experienced staff members.
  • Performed basic repairs and maintenance actions to keep vehicle working at peak performance.
  • Maintained full understanding of local roads and traffic patterns.
  • Promoted safe driving practices among fellow drivers by adhering to traffic laws, company policies, and defensive driving techniques.
  • Collaborated with dispatchers for smooth coordination of pick-ups, drop-offs, and schedule adjustments to minimize disruptions for passengers.
  • Demonstrated flexibility in adapting to changing schedules, route assignments, and passenger requirements as needed to maintain quality of service.
  • Assisted passengers with special needs by providing personalized attention and ensuring a comfortable travel experience.
  • Enhanced passenger safety by consistently performing pre-trip vehicle inspections and addressing any necessary repairs or maintenance.
  • Provided support to passengers with cognitive or sensory impairments by offering clear directions, descriptions of surroundings, and appropriate assistance as needed.
  • Greeted customers with friendliness and professionalism, engaging in conversation to build rapport.
  • Managed challenging behavior from passengers professionally while maintaining a calm demeanor under stress.
  • Ensured ADA compliance by properly securing wheelchairs and assisting passengers with mobility devices during boarding and disembarking.
  • Accepted and processed fares.
  • Delivered passengers to destinations safely and on time.
  • Followed applicable traffic regulations and traffic laws.
  • As a dispatcher, I maintained contact with the drivers, and assisted with scheduling questions or concerns.
  • Booking customer trips daily and building daily driver schedules .
  • Proficient in using both the Trapeze and Route Match Scheduling platforms.

Customer Service Representative

Teleperformance USA
02.2007 - 04.2013

  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • I have worked on multiple Lines of Business Including: Sprint -Nextel, Boost Mobile, Verizon Wireless, and TXU Energy.
  • While working for Boost Mobile I became a team supervisor, as well as technical support, and a Subject Matter Expert helping to resolve customer issues with services and products.

Education

High School Diploma -

Abilene High School
Abilene, TX
05.1994

Skills

  • Customer service
  • Data entry
  • Decision-making
  • Attention to detail
  • Stress tolerance
  • Dispatching procedures
  • Problem-solving
  • Customer relations
  • Updating logs
  • Incident reporting
  • Multitasking and organization
  • Verbal and written communication
  • Emergency protocols
  • Radio communication
  • Call handling
  • Critical thinker
  • Driver communication
  • Task prioritization
  • Sales and Cash Handling
  • Scheduling
  • Microsoft Word and Excel

Timeline

Fixed Route Dispatcher

Transit Management of Abilene
10.2018 - Current

Paratransit Driver and Dispatcher

Transit Management of Abilene
06.2013 - 07.2018

Customer Service Representative

Teleperformance USA
02.2007 - 04.2013

High School Diploma -

Abilene High School

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