NaKesha Henderson
Manager
Las Vegas,NV
Summary
Dynamic leader with a proven track record at Transdev, MV and Keolis Transportation. Adept at enhancing customer satisfaction and team performance. Excelled in high-pressure environments, leveraging effective communication and Microsoft to drive operational excellence. Demonstrated exceptional ability to multitask, prioritize, and deliver creative solutions, significantly improving safety procedures and employee engagement. Proven track record of managing cross-functional teams to achieve project milestones and streamline workflows. Demonstrated proficiency in strategic planning and problem-solving, ensuring continuous improvement and operational excellence.
Overview
18
18
years of professional experience
Work History
Assistant Bus Operations Manager
Transdev Transportation
11.2023 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Accomplished multiple tasks within established timeframes.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
Bus Operations and Communications Supervisor
Transdev
07.2023 - 11.2023
- Manage all BOC Radio Dispatchers and OTP Monitors.
- Knowledgeable of the entire Las Vegas RTC service (geographical) area.
- Knowledgeable of all aspects of a bus operator’s job.
- Understand and follow both RTC and Transdev policies and procedures.
- Experienced in various software systems such as Orbital, Swiftly, VDS, Outlook, Excel, Teams, Genesys phone systems.
- Monitor trip performance measures, routes running on time, overall performance, radio communication with operators, road supervisors, incidents.
- Assist and Train with Radio
- Directed and monitored team members for compliance with communication, quality and performance standards.
- Assisted escalated incidents which includes communicating with the client, management team, and other departments.
- Continually manage and audit normal transit service, late logins/pull-outs, cancellations, missed trips, and delayed service.
- Increased RTC brand visibility by creating compelling flyer releases and updates for product launches and events.
Radio and Window Dispatcher
Mv Transportation Inc.
04.2016 - 07.2023
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely transport of patrons
- Direct dispatching, routing, and tracking of fleet vehicles.
- Reduced risks and emergency response issues by observing public safety field units.
- Assisted callers in emergency situations with appropriate information and support.
- Used specialized software to track and maintain case incident numbers and logs.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
Coach Operator
Bell Transportation
01.2008 - 04.2016
- Checked vehicle daily for maintenance needs, personally handled common upkeep and reported serious concerns to supervisor.
- Inspected bus for any mechanical issues before departure.
- Communicated regularly with central dispatch teams to report delays and route changes.
- Reported delays, accidents or other traffic and transportation situations using telephones or mobile two-way radios.
- Kept bus interiors clean and tidy to provide comfortable passenger environments.
Education
Bachelor of Science - Human Resources Management
Strayer University
Washington, DC2025
Pharmacy Technician - Pharmacy Technology
American Career College
Los Angeles, CA05.2001
Skills
- Special event management
- Logical evaluation
- Effective problem resolution
- Operational efficiency management
- Managing field dispatch operations
- Ability to thrive in high-pressure situations
- Ability to work independently
- Effective task management
- Experienced in using Microsoft Office tools
- Cross-departmental collaboration
- Proficient in customer support
Timeline
Assistant Bus Operations Manager
Transdev Transportation
11.2023 - Current
Bus Operations and Communications Supervisor
Transdev
07.2023 - 11.2023
Radio and Window Dispatcher
Mv Transportation Inc.
04.2016 - 07.2023
Coach Operator
Bell Transportation
01.2008 - 04.2016
Pharmacy Technician - Pharmacy Technology
American Career College
Bachelor of Science - Human Resources Management
Strayer University
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