Nicole Porter
Spring,TX
Summary
To obtain a career that further utilizes my skills and years of experience, offering an opportunity for future growth and advancement within the customer service industry.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Bus Controller
Metropolitan Transit Authority - METRO
2018.12 - 2024.04
- Maintained radio communication with operators, service supervisors, maintenance personnel, and other personnel to provide safe and reliable service to our patrons by quickly and accurately responding to routine and emergency requests for assistance and information.
- Used the Integrated Vehicle Operations Management System (IVOMS) to effectively maintain scheduled routes and service adherence and mitigated delays by following failure management techniques.
- Adjusted service levels and headways as dictated by operating conditions.
- Responded to emergency calls and silent alarms immediately, determined the nature of the emergency, and coordinated the dispatch of emergency police, fire, supervision, and public safety until the emergency was cleared.
- Modified bus activity when conditions required outside interaction due to accidents, disruptions of service, etc.
- Informed the appropriate personnel of equipment or facility defects and coordinated the efforts to repair them.
- Monitored and controlled special and emergency bus movements.
- Disseminated information to METRO management, supervisors, operators, and customer service via radio, telephone, text messaging, and other sources concerning disruptions or changes in service.
- I instructed service supervisors and operators on troubleshooting vehicle failures to lessen service interruptions that were not safety-related.
- Coordinated the replacement of defective buses with vehicle maintenance.
- Received and monitored reports concerning farebox defects and coordinated with maintenance or revenue collection personnel for repairs.
- Coordinated system operations and personnel with emergency response agency personnel during emergency conditions.
- I wrote reports of procedural violations and commendations and forwarded them to the proper authority.
- I attended required meetings and training classes , some of which were off-site and required the use of my personal vehicle.
- Provided excellent customer service to METRO internal and external customers.
- Promoted safety awareness and followed safety procedures in an effort to reduce or eliminate accidents.
- Performed other job-related duties as assigned.
Emergency Dispatch
Port of Houston Authority
2016.10 - 2018.12
- Monitored radio traffic, telephone operations, computers, and written documentation of vessel movement for the Port of Houston
- Monitored port cameras, captured video, and wrote reports; also responsible for NCIC/TCIC monitoring, inquiries, and entries.
- Improved response times by prioritizing and efficiently managing emergency calls.
- Maintained accurate records of dispatched calls and their outcomes, ensuring thorough documentation for future reference.
- Contributed positively towards team morale by fostering a supportive work environment within the dispatch center.
- Effectively managed stressful situations, maintaining a calm demeanor while providing crucial support to both callers and first responders.
- Scanned suspects with NCIC per police requests to determine criminal and driver histories, vehicle registration information, and license status.
Bus Operator
METRO Transit Authority
2018.10 - 2018.12
- Operated METRO buses to transport passengers safely and courteously over specified routes to local or distant points according to time schedules and special services in accordance with METRO's policies and procedures.
- Picked up operator supplies (i.e., route signs, defect cards, etc.) before starting scheduled and unscheduled work assignments.
- I inspected METRO bus equipment, including wheelchair ramp or lift, bus radio systems, for defects and made records of any defects on defect cards. Reported any malfunctions of the bus radio system to Bus Control.
- Deposited all temporary route signs, passenger count cards, defect cards, communication devices, schedules, public guides, etc. in proper receptacles.
- Followed parking instructions and procedures upon returning authority vehicles to the garage facility, relief point, and other designated locations.
- Signed on and off the farebox, radio and other equipment as needed.
- Complied with ADA requirements in delivering services.
- Followed procedures for the collection and processing of fares and counting passengers.
- Reported and properly followed up on all accidents or unusual incidents, in, on, or near METRO buses.
- Adhered to and remained in compliance with METRO's uniform policy.
- Maintained DOT card as required by METRO.
- Adhered to the Labor Agreement, and the Employee Performance Code and Work Rules.
- Provided excellent customer service to METRO internal and external customers.
- Applied Safety Management Systems (SMS) methods and principles in the daily job routine and supported al aspects of the Public Transportation Agency Safety Plan (PTASP).
- Promoted safety awareness and followed safety procedures in an effort to reduce or eliminate accidents.
- Performed other job-related duties as required.
Shift Supervisor
Securitas Security Service's
2007.01 - 2016.10
- Scheduled security officers and supervisors at client sites.
- I trained new employees and delegated daily tasks and responsibilities.
- Maintain site coverage at all times and ensure that accurate timekeeping, payroll, and billing data are posted in a safe database.
- I trained new employees and delegated daily tasks and responsibilities.
- Enforced company policies and regulations with employees.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Maintains current knowledge of site contracts, requirements, security officer training, availability, time worked, and client exclusion list; coordinates scheduling changes with branch management, supervisors, and staff in resolving training, billing, and payroll issues.
- Ensures that advisors, branch management, and/or human resource personnel are aware of any openings as soon as they occur and that there is a sufficient number of on-call security officers or flex officers available to cover for absentees.
- Assists in the screening of security officers from post in response to client complaints, such as issues with attendance or other performance issues.
Communications Specialists
Securitas Security Service's
2004.01 - 2007.01
- Provided exceptional customer service to area and regional management teams.
- Handled a multitude of phone calls for several offices, monitored and tracked over 400 calls and counting per eight-hour shift
- Assisted the scheduling department with filling opened shifts as well as prepared reports for late arrivals and absentees.
- I dispatched all alarm activations for Dallas, Fort Worth, and Pasadena, averaging 10 to 20 alarm activations per shift, and was responsible for our hourly call-ons to determine if officers were actually on site.
- Streamline internal communication processes by implementing effective communication tools and platforms.
Education
Associate of Arts - Speech Communication With Media Content
Lone Star College System
Spring, TX05.2025
H.S. Diploma -
Jeff Davis High School
Houston, Texas01.2001
Skills
- Staff Management
- Customer Service
- NCIC Database
- Employee Supervision
- Situational Awareness
- Customer Assistance
- Work Ethic and Integrity
- Patience and Empathy
- Time management skills
- Teamwork and Collaboration
- Friendly, Positive Attitude
- Problem-Solving
Certification
- CDL (Commercial Drivers License) Class B
- Integrated Vehicle Operations Management System (IVOMS)
Affiliations
- Beta Upsilon Nu Chapter of Phi Theta Kappa Honor Society
- The National Society of Leadership and Success
Timeline
Bus Controller
Metropolitan Transit Authority - METRO
2018.12 - 2024.04
Bus Operator
METRO Transit Authority
2018.10 - 2018.12
Emergency Dispatch
Port of Houston Authority
2016.10 - 2018.12
Shift Supervisor
Securitas Security Service's
2007.01 - 2016.10
Communications Specialists
Securitas Security Service's
2004.01 - 2007.01
Associate of Arts - Speech Communication With Media Content
Lone Star College System
H.S. Diploma -
Jeff Davis High School
- CDL (Commercial Drivers License) Class B
- Integrated Vehicle Operations Management System (IVOMS)
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