ROSHUNDRA L JOHNSON
Houston,TX
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 13 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating mini projects, service operations and improvements.
Overview
14
14
years of professional experience
Work History
Operations Service Leader
Metropolitan Transit Authority Of Harris County
11.2020 - Current
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers/ contractors to build rapport and trust.
- Met with customers/contractos to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Implemented strategies to increase customer service satisfaction ratings.
- Developed staff goals and benchmarks to increase service satisfaction.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Cultivated and strengthened lasting customer relationships using strong issue resolution and dynamic communication skills.
- Reduced operational risks while organizing data to forecast performance trends with staff.
- Ensured operational performance adhered to contractual requirments.
Service Operations Supervisor
Metropolitan Transit Authority Of Harris County
03.2017 - 11.2020
- Responsible for daily documenting and reporting of liquidated damages by contractors (MV/Yellow) and holding the contractors accountable for non-compliance of contracted obligations
- Effectively communicating with both Operations and Contractor staff and executing the most practical solution with the least negative affect on Service
- Routing unscheduled trips on routes to be picked up in a safe and timely manner
- Assisting with escalated calls from customers placed in supervisor queue from representatives
- Supervised ongoing daily production phases.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Developed and maintained positive relationships with customers and staff to build rapport and trust.
Senior METROLift Dispatcher
Metropolitan Transit Authority Of Harris County
06.2010 - 03.2017
- Received and responded in timely manner to incoming customer/driver contacts
- Supervised METROLift service delivery to include: directing drivers, street supervisors and maintenance personnel while on the road to ensure prompt, safe and efficient delivery by
- METROLift vehicle services
- Identified and recommended METROLift Dispatchers for training and cross training
- Documented and provided regular performance feedback to Dispatchers.
- Monitored and tracked dispatch communication systems.
- Monitored vehicle locations to coordinate timely arrivals.
Education
Southern University
Houston, TX2009
Mass Communication
Houston Community College
Houston, TX2008
Skills
- Communication
- Ability to Work Under Pressure
- Decision Making
- Time Management
- Self-motivated
- Leadership
- Innovation
- Conflict Management
- Processes and Procedures
- Performance Improvement
- Timely Project Completion
- Forecasting
Timeline
Operations Service Leader
Metropolitan Transit Authority Of Harris County
11.2020 - Current
Service Operations Supervisor
Metropolitan Transit Authority Of Harris County
03.2017 - 11.2020
Senior METROLift Dispatcher
Metropolitan Transit Authority Of Harris County
06.2010 - 03.2017
Southern University
Mass Communication
Houston Community College
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