Saundra Newman

As a Transit Operations Supervisor (TOS) for LACMTA from 10/27/2003 until the present, I have obtained and continued to perform the following duties and experiences. As a Window Dispatch/Administrative TOS, I perform several duties beginning with answering the division’s primary phone line. This phone line is utilized by bus operators to report absences and miss-outs (arriving late). I manage the operator absences and miss-outs calls by filling assignments in a timely manner while ensuring that all service is provided and accounted for. I also assist operators in the completion of accident reports, and generate reports and statistics related to operator staffing, accidents, service performance and service delays for management. In addition, I monitor and maintain Worker’s Compensation files, attendance/miss-outs, Trans-19, CCATS, and assess discipline in accordance with the SMART contractual bargaining agreement as well as prepare hearing packages. I publish and post detours, General Operations Notices, School Trippers, and ensure that supplies and forms are stocked and available.

As a Mark Up TOS, I managed staffing levels to ensure that all service was covered in a cost-effective manner by conducting daily assignment filling, biweekly board shakeups and managing weekly assignment bidding. There are two major yearly shakeups at the divisions, where I prepared and conducted all functions for the shakeups and vacation bidding. I also tracked payroll adjustments and vacation/sick banks for accuracy and ensured that School Trippers and Special Event services and detour services were met in addition to regular service.

As a Vehicle Operations TOS, I worked closely with the Bus Operations Control Center (BOC) to assist in the needs of bus service. I monitored line service and passenger loads. In the event of an accident or incident, I would report to the incident and provide support in the investigation process. I would also report to incidents where there were mechanical breakdowns, sick/ill or injured patrons and operators. Another major function of a VO TOS was to support scheduled and unscheduled detours for bus service and support bus bridges when rail service is interrupted.

As an Operations Central Instructor and Division Instructor, I was responsible for teaching new operators to safely operate Metro buses according to defensive driving procedures and Metro policies and procedures. I instructed new and existing operators on the use of the Rulebook, Standard Operating Procedures (SOP’s), and the completion of driver logs. I provided training for post accidents, accident investigation, accident review board, line ride evaluations, Customer Service, ADA Policies, BOCC Protocol, Uniform Policy, Safe 7 investigation, Mystery Rider, Smart Drive, and CCATS.

As a supervisor I have operated buses since 2003 for training purposes, Metro contracted service and special events. I have also provided revenue service in the event of an emergency to continue service safely as well as for coach movement from division to division due to service changes or other emergency situations.

As a supervisor I have operated buses since 2003 for training purposes, Metro contracted service and special events. I have also provided revenue service in the event of an emergency to continue service safely as well as for coach movement from division to division due to service changes or other emergency situations.

As a LACMTA Transportation Operations Supervisor I have supervised operators and supported management in four out of the six TOS functions. Window/Dispatch, Vehicle Operations, Central Instruction and Division

Instruction.

As a Transportation Operations Supervisor I have performed ARB’s and made decisions per MTA and SMART contract. I conducted weekly bidding, vacation and shakeup bidding per MTA and SMART contract. Sat in on hearings as a note taker and witness, processed grievances and discipline, and I have counseled and instructed operators in regard to infractions. When assessing discipline, I have followed the progressive process ensuring that all appropriate training and counseling are completed before the next incident is assessed. I have experience preparing hearing packages with attendance history, counseling history, hearing history, accident history, length of service, and all evidence to sustain the charge and cause for the formal hearing. I have prepared and responded to grievances ensuring that all evidence is valid. If the grievance is invalid, I would ensure that all suspensions and payroll are replaced.

As a Metro Supervisor, I have had the privilege to participate in all the rail openings except for the Blue Line. My role in the rail line openings was to assist in the distribution of memorabilia/gifts and as well as the set up and clean up for the event. I also directed customers in the proper direction, ensured their safety and assisted with information. I have also supported special events at the Hollywood Bowl, Racetrack, Concerts, and USC and Rams Football games. For these events, I directed customers in the proper direction, ensured their safety and assisted with information. Other events where I provided customer service have been as a volunteer at the bus rodeos where I input participant time, judged the course, served food, and distributed memorabilia. In addition, I have supported Bus Bridges and detours where I ensured operators were informed of their route, the time schedule, and equipment. I Instructed operators to fill buses to capacity and arrive and depart in a timely manner.

As a Metro Supervisor, I have had the pleasure of training new TOSs and managers in Window dispatch, Vehicle Operations, Instruction Task, with success.

• Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
• Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
• Tracked progress on projects and provided timely feedback to staff members.
• Resolved customer complaints in a timely manner while ensuring customer satisfaction.
• Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
• Performed monthly inventory checks to ensure sufficient stock levels for all products.
• Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
• Evaluated employee performance through periodic reviews and documented results accordingly.
• Provided guidance and direction to subordinates regarding job duties and responsibilities.
• Organized special events such as company picnics or holiday parties for employees.
• Reviewed reports from subordinate staff members before submitting them to senior management.
• Collaborated with other departments to coordinate workflow processes between teams.
• Monitored employee productivity to provide constructive feedback and coaching.
• Complied with company policies, objectives and communication goals.
• Coordinated employee schedules according to shift changes and availability.
• Provided ongoing training to address staff needs.
• Responded to customer questions regarding products, prices and availability.
• Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
• Planned and managed resources to consistently meet production, quality and cost goals.
• Coached staff members to develop long-term career goals.
• Maintained positive working relationship with fellow staff and management.

• Understood and followed oral and written directions.
• Planned and completed group projects, working smoothly with others.
• Achieved cost-savings by developing functional solutions to problems.
• Analyzed large datasets to identify trends, patterns and correlations for business insights.
• Created predictive models to forecast customer behavior.
• Provided data-driven solutions to support decision making.
• Translated raw data into meaningful information using statistical techniques.
• Verified accuracy of data entered.
• Conducted research to ensure data was accurate and up-to-date.
• Maintained confidentiality of all records.
• Created spreadsheets to manage large amounts of information quickly and efficiently.
• Compiled reports from collected data for management review.
• Updated existing databases with new information as needed.
• Investigated errors in data entries and corrected them accordingly.

I operated buses as a bus operator from1997 through 2002. My role as an operator entailed collecting fares, operating safely, reporting issues to BOC, preparing accident/incident reports, customer service including but not limited to, directing customers, transporting customers to and from Metro contracted events and other related duties.

As a Metro operator, I have had the privilege to participate in all the rail openings except for the Blue Line. My role in the rail line openings was to assist in the distribution of memorabilia/gifts and as well as the set up and clean up for the event. I also directed customers in the proper direction, ensured their safety and assisted with information. I have also supported special events at the Hollywood Bowl, Racetrack, Concerts, and USC and Rams Football games. For these events, I directed customers in the proper direction, ensured their safety and assisted with information. Other events where I provided customer service have been as a volunteer at the bus rodeos where I input participant time, judged the course, served food, and distributed memorabilia. In addition, I have supported Bus Bridges and detours where I ensured operators were informed of their route, the time schedule, and equipment. I Instructed operators to fill buses to capacity and arrive and depart in a timely manner.

• Conducted pre-trip inspections of the bus to ensure it was safe for operation.
• Monitored passengers to ensure they followed safety regulations and paid fares.
• Responded to customer inquiries regarding routes, schedules, and transfers.
• Assisted passengers with mobility devices in boarding and disembarking safely.
• Maintained a clean interior of the bus by sweeping and removing debris between runs.
• Computed fares accurately using onboard ticket machines or cash payments.
• Enforced passenger rules and regulations while providing courteous service.
• Provided assistance to elderly or disabled passengers with their transportation needs.
• Reported any mechanical problems or incidents that occurred during transit operations.
• Adhered to all traffic laws including speed limits, stop signs, signals..
• Communicated regularly with dispatch personnel via two-way radio systems.
• Managed time effectively by arriving at stops on schedule according to route times.
• Completed daily paperwork such as log books, maintenance reports, incident reports..
• Delivered announcements over the public address system regarding route changes or delays.
• Made sure wheelchair lifts were functioning properly before each trip began.
• Assisted customers in locating information about destinations or connecting routes.
• Stayed current on local events and activities affecting transit services in the area.
• Followed emergency procedures in case of accidents or other dangerous situations.
• Maintained professional demeanor when dealing with difficult customers or situations.
• Kept an eye out for suspicious activity or unattended items on board the bus.
• Utilized lifts and ramps to help handicapped passengers board shuttles.
• Maintained safe driving habits to protect property and general public on roadways.
• Communicated frequently with dispatchers regarding locations, routes and traffic conditions.
• Reported major accidents, emergencies and suspicious incidents to supervisors.
• Completed transfers at hubs and final destinations to keep routes on schedule.
• Completed appropriate inspection paperwork and reported results to supervisors.
• Gave clear directions to passengers regarding destinations, pick-ups and drop-off locations.
• Deescalated verbal altercations and fights between passengers.
• Answered questions and provided insight into local attractions and facility amenities.
• Greeted guests, helped customers enter and exit shuttle and loaded and unloaded luggage.