PAMELA WHITE
Charlotte,NC
Summary
Strong technical, interpersonal skills, planning, and facilitation skills; able to communicate effectively with all organizational levels, build relationships of trust and enlist the participation of team members. Exceptional multi-disciplinary project management and implementation skills. Resourceful, flexible and able to adapt to changing priorities and maintain a positive attitude and strong work ethic.
Customer-focused professional with proven track record in managing and improving customer experiences. Skillfully led teams to achieve high levels of customer satisfaction and loyalty. Known for effective collaboration and adaptability in dynamic environments. Proficient in resolving complex issues and implementing strategic improvements.
Overview
28
28
years of professional experience
Work History
Implementation and Customer Experience Manager
Charlotte Area Transit System (CATS)
01.2022 - Current
- Spearheaded the creation of the Customer Experience department, designing and executing customer-focused policies and procedures that improved satisfaction, loyalty, and service standards.
- Collaborate across departments to implement and deliver service policies and Board-approved transit plans, supporting a seamless customer experience and operational excellence.
- Develop customer feedback programs to enhance service delivery and satisfaction levels. Oversee 75+ monthly complaints/compliments received concerning service delivery.
- Implement training initiatives to elevate team performance and improve customer interactions.
- Analyze customer data to identify trends and inform strategic decision-making processes.
- Establish cross-functional collaboration to streamline communication between departments and enhance service efficiency.
- Conduct regular audits of service protocols, ensuring adherence to quality standards and regulatory compliance.
- Manage escalated customer issues promptly, ensure timely resolutions, and maintain positive relationships.
- Lead initiatives to optimize customer journey mapping, improving overall experience consistency. Establish cross-functional teams to improve communication between departments and improve customer experience.
- Led cross-functional meetings to align marketing, sales, and customer service strategies, fostering a cohesive brand experience.
Manager of Service Development
Charlotte Area Transit System (CATS)
09.2000 - 01.2022
- Managed, developed, and implemented the CATS Envision My Ride Program that completely redesigned the transit services system-wide.
- Monitor and measure the efficiency and effectiveness of 70 local, neighborhood/community, express, and regional bus routes to ensure that adopted CATS Performance Standards are met and exceeded.
- Investigated and resolved 60+ service complaints received by CATS.
- Served as Project Manager for various Federal Transit Administration required audits, such as Title VI, FTA Triennial Reports, and the National Transit Database.
- Negotiated service contracts for transit services with major area businesses and four regional towns and cities in North Carolina and South Carolina.
- Maintained extensive knowledge of union rules and regulations to avoid bus route demands that violate union regulations.
- Responsible for requesting and projecting service costs for future transit services.
- Analyzed ridership data and utilized the data as needed for efficient allocation of limited resources.
- Assisted in service plan reviews and the design and development of supporting data justifying transit service adjustments.
- Investigated service and operational challenges to provide the agency with a clear and definitive course of action.
- Developed and implemented policies to improve safety standards and regulatory compliance within transportation operations.
- Spearheaded community engagement programs to increase public awareness and ridership of transit services.
- Analyzed performance metrics to identify areas for improvement, driving continuous enhancement of transit services.
- Established team priorities, maintained schedules, and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Transit Planner, Manager
East Volusia Transportation Authority (VOTRAN)
05.1997 - 09.2000
- Served as Project Manager of all VOTRAN's local and regional planning projects and studies.
- Analyzed community and ridership demographics and identified traffic generators for route planning activities.
- Developed comprehensive project plans to ensure the timely execution of deliverables.
- Evaluated key performance indicators regularly, making data-driven adjustments to plans when necessary.
- Coordinated cross-functional teams to align on project objectives and timelines.
- Analyzed data trends to inform strategic planning and decision-making processes.
- Received and investigated 30+ monthly inquiries. Implemented process improvements that enhanced operational efficiency across projects.
Education
Customer Experience Executive - Customer Experience
Customer Experience Executive Academy
Brecksville, OH10-2024
Master of Urban and Regional Planning - Transportation Planning
Alabama A&M University
Normal, AL01.1995
Bachelor of Arts - Public Administration
Northern Illinois University
DeKalb, IL01.1990
Skills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Training programs
- Customer journey mapping
- Procedure writing
- Results-oriented
- Proactive problem-solver
- Skills in managing disruptions
Timeline
Implementation and Customer Experience Manager
Charlotte Area Transit System (CATS)
01.2022 - Current
Manager of Service Development
Charlotte Area Transit System (CATS)
09.2000 - 01.2022
Transit Planner, Manager
East Volusia Transportation Authority (VOTRAN)
05.1997 - 09.2000
Customer Experience Executive - Customer Experience
Customer Experience Executive Academy
Master of Urban and Regional Planning - Transportation Planning
Alabama A&M University
Bachelor of Arts - Public Administration
Northern Illinois University
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