Open To Work
Quintara Thomas
Customer-focused Operations Leader
Garland,TX
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteOn-SiteHybridLocation: Oklahoma City, OKNorman, OKTulsa, OK
Open to relocation: Yes
Summary
Dynamic operations leader with over 10 years in transportation and contact center management. Focused on enhancing service quality and efficiency through data-driven performance analysis, effective employee training, and real-time problem resolution. Skilled in cross-functional collaboration and process improvement to deliver exceptional customer experiences.
Overview
11
11
years of professional experience
Work History
Dispatch Manager
Transdev
Dallas, TX
05.2025 - Current
- Led daily ADA paratransit dispatch operations, supervised dispatch personnel and operators, and balanced staffing, scheduling, service quality, and real-time operational demands to ensure seamless service delivery.
- Monitored KPIs including on-time performance, missed trips, operator productivity, and service quality; analyzed performance trends to identify opportunities for improvement and mitigate operational risks.
- Resolve escalated customer and operational issues involving service disruptions, complaints, accidents, emergencies, and missed or delayed trips, coordinating corrective action through resolution.
- Partner with Operations, Maintenance, Road Supervisors, Customer Service, and other internal teams to maintain service continuity and communicate effectively during changing conditions.
- Developed SOPs and training materials, implemented process improvements, and trained staff on procedures and operational practices to enhance consistency and customer experience.
- Coach employees and reinforce performance, attendance, safety, service, and policy expectations while addressing performance concerns and operational issues.
- Use multiple dispatch, scheduling, GPS, and reporting systems to monitor live service, optimize resources, and support data-driven decisions.
Customer Service Specialist
Loffit Equipment
Irving, TX
02.2024 - 02.2025
- Acted as a primary escalation point for high-priority customer concerns, providing proactive communication, timely follow-up, and thorough issue resolution.
- Coordinated customers, technicians, builders, and internal teams to align expectations, provide timely status updates, and achieve successful service completion.
- Managed service requests, preventative maintenance, repairs, technician scheduling, and customer communications, ensuring seamless operations across multiple regions.
- Optimized scheduling and resource allocation while prioritizing urgent requests and improving response times and technician utilization.
- Maintained accurate service records, billing documentation, work orders, and service-agreement requirements, supporting compliance with company standards.
Network Operations Manager
Big Star Transit, LLC
Dallas, TX
04.2022 - 02.2024
- Directed transportation operations and contractor performance, ensuring service quality and contract compliance to enhance operational efficiency.
- Monitored service levels and provider performance, conducted evaluations, and implemented process improvements to strengthen customer satisfaction and operational results.
- Oversaw operational incidents, passenger concerns, and fleet activities while managing safety inspections, maintenance schedules, and contract documentation to support seamless operations.
- Built and maintained strong B2B customer relationships through effective operator onboarding, proactive communication, and timely complaint resolution.
Operations Manager
MV Transportation
Baton Rouge, LA
05.2021 - 04.2022
- Analyzed KPIs, conducted operational audits, and implemented workflow improvements to increase efficiency, productivity, and service quality.
- Led daily transportation operations, dispatch teams, call-center performance, and driver availability to improve service delivery and on-time performance.
- Recruited, trained, coached, and mentored dispatchers and operations staff, enhancing employee engagement and accountability while fostering professional development.
- Monitored daily, weekly, and monthly performance metrics to identify trends and address gaps, facilitating continuous operational improvement.
- Managed escalated customer issues, resolving complaints and improving customer satisfaction through proactive service recovery and implementation of best practices.
Dispatch Supervisor
MV Transportation
Atlanta, GA
11.2019 - 05.2021
- Supervised dispatch operations, driver availability, service coverage, and real-time communications in a high-volume customer service environment.
- Trained, coached, and evaluated dispatch staff, supporting hiring, interviewing, and employee development to build a skilled team.
- Monitored call flow, dispatcher productivity, service levels, and operational metrics to enhance customer experience and optimize team performance.
- Resolved escalated customer concerns and employee issues while enforcing attendance standards, company policies, and workplace expectations.
- Implemented process improvements and best practices that increased dispatch reliability and streamlined issue resolution.
Dispatch Lead & Dispatch Supervisor
MV Transportation
Dallas, TX
05.2015 - 11.2019
- Managed daily dispatch communications, trip assignments, operator support, and real-time service delivery to maintain reliable and on-time transportation.
- Resolved client calls and service concerns, communicated trip updates, and coordinated with drivers and leadership for swift issue resolution.
- Monitored radio and phone communications, supported operational reporting, and contributed to service analysis and continuous improvement initiatives.
- Assigned work and balanced workloads to enhance operational efficiency and ensure service reliability.
Education
High School Diploma -
05-2012
License: Driver's License
Skills
- Contact center operations
- Performance management
- KPI analysis
- Process improvement
- Quality Assurance
- SOP training
- Cross-functional collaboration
- Workforce planning
- Team leadership
- Customer escalation
- Employee Engagement
- CRM Systems
- ServiceNow
- SAP
- GPS Routing
Personal Information
- Title: Customer Care & Operations Leader
- Driving License: Driver's License
Timeline
Dispatch Manager - Transdev
05.2025 - Current
Customer Service Specialist - Loffit Equipment
02.2024 - 02.2025
Network Operations Manager - Big Star Transit, LLC
04.2022 - 02.2024
Operations Manager - MV Transportation
05.2021 - 04.2022
Dispatch Supervisor - MV Transportation
11.2019 - 05.2021
Dispatch Lead & Dispatch Supervisor - MV Transportation
05.2015 - 11.2019
Bailey Magnet High School - High School Diploma,