Rosalind M. Lorick
Summary
Experienced and initiative-taking Transit Manager bringing forth valuable industry experience and a passion for management focused on moving to a leadership position within an operation. Results-oriented with a proven record of collaborating with team members to achieve goals and experience in paratransit settings with the ability to adapt and effectively manage all aspects of Paratransit.
Overview
9
9
years of professional experience
Work History
General Manager, Call Center, and Eligibility
Transdev
05.2022 - 06.2024
- Ensure service delivery is safe and reliable for the client and customer
- Oversee all of the call center and eligibility center functions, including overseeing dispatch, scheduling, and ETA
- Serve as one of the main liaisons between the two main contractors and Marta
- Responsible for some contract assets while ensuring client and customer satisfaction is a central focus
- Responsible for financial performance (budgeting), preparation of monthly invoices and reports, and arranging the assignments of back-up personnel assignments
- Responsible for Operation Mark Up Composed service quality by working with providers to achieve safety and service performance expectations
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Developed and executed comprehensive employee training program, elevating staff skills and improving service delivery.
General Manager, Start-Up Manager
Transdev
08.2021 - 01.2022
- Assist with developing annual budgets, operational standards, and strategic business goals
- Conduct training sessions on safety awareness, employee orientation, quality improvement, and computer use, including Trapeze
- Maintain routes and schedules to ensure best practices are followed, and details are not overlooked
- Able to manage tasks in compliance with company policies and operating procedures
- Ensure management and employees' complete understanding of business needs, auditing compliance, track progress towards goals, and measuring analytics
- Negotiate and authorize contracts with equipment and materials suppliers and monitor contract fulfillment
- Managed and evaluated workflow and productivity, making changes where necessary
Paratransit Manager
Transdev
07.2020 - 05.2021
- Direct and coordinate, through subordinates, activities of the operations department to obtain use of equipment, facilities, and human resources
- Developed and fostered positive relationships with Transdev and Clients to help achieve objectives
- Implemented performance standards and procedural changes to drive productivity and quality
- Effectively directed and oversaw staff, designing schedules to meet the needs of the department as well as the needs of employees
- Conduct employee training sessions on hazardous material handling, employee orientation, quality improvement, and computer use
Paratransit Manager
Transdev
01.2017 - 07.2020
- Managed service quality by working with staff to achieve safety and service performance expectations
- Direct management of Dispatchers and Supervisors
- Provided coaching and counseling of employees for optimal performance
- Managed the operation in the absence of the Director of Operations or GM
- Respond to customer complaints and provide corrective actions if needed
- Planned, organized, and managed subordinate staff works to ensure work was accomplished consistently with organizational requirements
Assistant Safety Manager and Quality Analyst
Transdev
01.2015 - 12.2017
- Provide safety management and leadership in achieving and exceeding goals
- Manage service quality and performance, analyze trends, and work with employee team to improve reliability, safety
- Train staff on operating systems such as payroll, operations, Trapeze
Education
General Studies -
Irmo High Scholl
Irmo, SC06.1986
Skills
- Leadership and team building
- Problem Resolution
- Operations Management
- Team Player
- Efficient multi-tasker
- Effective leader
- Time Management
- Training and coaching
- Team Leadership
- Staff Management
- Customer Relations
- Training and Development
- Relationship Building
- Staff Training
- Staff training/development
- Customer Relationship Management
- Staff Supervision
- Staff Training and Development
- Verbal and written communication
- Staff Development
- Administrative Skills
- Team training and development
- Motivation
- Client Relations
- Schedule Management
- Staff Motivation
- Customer Retention
- Labor Cost Controls
- Deadline-oriented
- Strategic Planning
- Performance Improvement
- Project Management
- Facility Management
- Performance Improvements
- Exceptional interpersonal communication
- Workflow Planning
- Expense Control
- Troubleshooting expertise
- Performance Analysis
- Quality Management
- Risk Management
Professional Development
- Transdev super-user/trainer on operating systems and Trapeze
- Transdev Start-up Team member
- Coaching The Adult Learner
- How to Train New Operators
- Introduction to Incident Command Systems
- National Response Framework
- Accident Responder Training Program
- ADA Training
- Reasonable Suspicion
- Transdev Operational Leadership
- Trapeze super user
- Passenger Assistance Safety and Sensitivity (PASS) Certified Trainer Program
Timeline
General Manager, Call Center, and Eligibility
Transdev
05.2022 - 06.2024
General Manager, Start-Up Manager
Transdev
08.2021 - 01.2022
Paratransit Manager
Transdev
07.2020 - 05.2021
Paratransit Manager
Transdev
01.2017 - 07.2020
Assistant Safety Manager and Quality Analyst
Transdev
01.2015 - 12.2017
General Studies -
Irmo High Scholl
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