Shana Matthews
Chicago,IL
Summary
Dynamic professional with extensive experience at the Chicago Transit Authority, excelling in curriculum development and public speaking. Proven track record in enhancing employee performance through innovative training methods and strong communication skills. Committed to fostering a collaborative environment that drives operational efficiency and elevates customer satisfaction.
Overview
2020
2020
years of professional experience
Work History
Bus Instructor II
Chicago Transit Authority, CTA
- Developed and delivered engaging curriculum for adult learners in transit operations.
- Facilitated hands-on training sessions to enhance employee understanding of safety protocols.
- Evaluated learner performance and provided constructive feedback to improve skills.
- Collaborated with team members to streamline instructional materials and resources.
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
- Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
- Initiated new learning methods, eliminating instructional gaps and improving comprehension.
- Boosted student performance by providing individualized support and targeted feedback.
- Analyzed training outcomes to refine program effectiveness and participant satisfaction.
Bus Supervisor
Chicago Transit Authority, CTA
Chicago, IL
08.2019 - 10.2019
- Supervised daily bus operations to ensure timely and safe transit service.
- Coordinated schedules and routes to optimize efficiency and minimize delays.
- Trained new staff on safety protocols and operational procedures.
- Monitored performance metrics to identify areas for improvement in service delivery.
- Resolved passenger inquiries and complaints to improve customer satisfaction levels.
- Maintained accurate records of daily operations, including incident reports and route delays, ensuring accountability and transparency within the department.
- Reduced missed connections for passengers with timely coordination of bus transfers between routes.
Transit Bus Operator
Chicago Transit Authority - North Park Garage
Chicago, IL
11.2006 - 08.2019
- Operated transit buses safely, adhering to schedules and traffic regulations.
- Conducted pre-trip inspections to ensure vehicle safety and reliability.
- Provided exceptional customer service, addressing passenger inquiries and concerns promptly.
- Managed route deviations effectively, maintaining communication with dispatch for optimal service delivery.
- Assisted passengers with special needs, ensuring a comfortable and accessible transit experience for all riders.
- Enhanced passenger satisfaction by providing timely and efficient transportation services.
- Provided exceptional customer service, addressing rider concerns with patience and professionalism.
Education
High School Diploma -
Lindblom Technical High School
Chicago, IL06.1993
Skills
- Strong communication skills
- Public speaking
- Class instruction
- Lesson planning
- Curriculum development
- Expertise in subject matter
- Collaborative team player
Timeline
Bus Supervisor
Chicago Transit Authority, CTA
08.2019 - 10.2019
Transit Bus Operator
Chicago Transit Authority - North Park Garage
11.2006 - 08.2019
Bus Instructor II
Chicago Transit Authority, CTA
High School Diploma -
Lindblom Technical High School