Shantia Woodland

• Managed 35 construction crews performing Aerial, Rodding and Construction for Federal and DC government contracts
• Handled confidential and sensitive information with discretion and tact.
• Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
• Organized and coordinated conferences and monthly meetings.
• Screened calls and emails and responded accordingly to support executive correspondence.
• Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
• Facilitated onboarding for incoming office staff.
• Screened calls and emails and initiated actions to respond or direct messages for managers.
• Filed paperwork and organized computer-based information.
• Updated and maintained confidential databases and records.
• Created and managed office systems to efficiently deal with documentation.
• Streamlined operations and prioritized tasks, allowing senior staff to increase productivity..
• Screened personal and business calls and directed to appropriate party.
• Promoted team productivity by keeping supplies organized and well-stocked.
• Arranged travel details for all crew members and staff as requested, which included hotel stays, food vouchers and time keeping
• Managed and updated Executive Director MS Outlook Contacts, ensuring all information was accurate and current

• Managed 21 Utility Crews for Washington Gas (federal/district) installing Gas main and Services throughout DMV area
• Managed 16 dispatchers while leading and delegating job assignments, tracking project status, processing payroll and resolving issues to maximize productivity.
• Directed dispatching, routing, and tracking of 30 fleet vehicles.
• Determined number of man hours required to complete assignments after reviewing scope of each project.
• Maintained meticulous employee records to accurately track attendance and productivity.
• Evaluated and adjusted over 20 routes based on daily needs, available workers, traffic hazards, and weather conditions..
• Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
• Closely monitored dispatch board to triage and prioritize over 100 daily calls.
• Analyzed customer feedback and provided solutions to improve customer service.
• Answered phone calls and responded to customer emails.
• Monitored vehicle locations to coordinate timely arrivals.
• Assisted in resolving customer complaints and grievances.
• Facilitated communications between customers and field personnel to answer questions or resolve concerns.
• Monitored flow of paperwork and directed information to appropriate departments.
• Tracked and monitored vehicle performance and maintenance.
• Communicated with warehouse staff to facilitate proper loading and unloading of orders.
• Developed and implemented customer service policies and procedures.

• Maintained Knowledge of Airports BWI, DCA, IAD
• Supervised over 65 drivers daily (Chauffeurs)
• Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
• Reported to management operational activities and maintained current records.
• Evaluated current operational processes to help develop, implement and improve practices.
• Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
• Recorded and secured archives of customer requests, services performed and other dispatch information to maintain accurate records and appropriate filing systems.
• Drove sales by delivering expert customer service support for escalated, ongoing or specialized issues.
• Answered phone calls and responded to customer emails.
• Monitored vehicle locations to coordinate timely arrivals.
• Monitored and tracked dispatch communication systems.
• Assisted in resolving customer complaints and grievances.
• Scheduled deliveries and pickups according to customer needs.
• Communicated with customers to provide delivery updates and resolution.
• Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
• Scheduled and organized delivery routes.
• Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
• Tracked and monitored vehicle performance and maintenance.
• Provided customers with information on products and services.

• Authorizing Financial assistance and Snap benefits payments issued on monthly basis to eligible recipients.
• Cultivated positive, trusting relationships with clients and community providers to promote effective coordination of resources.
• Coordinated with social, public and welfare agencies to obtain and provide client information.
• Identified community resources to support clients.
• Gathered information from mental and physical health and educational records to make recommendations and determine appropriate care plans.
• Connected clients with services in preferred language to provide sense of ease throughout care experience.
• Established protocol for assessment and referral of clients to appropriate services.
• Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
• Participated in community events to promote services and engage with public.
• Used evidence-based practices such as motivational interviewing to create individualized service plans for clients
• Assisted clients in accessing services and benefits by providing education and information about community resources, successfully assisting clients in acquiring needed aid

Lead Scheduler

• Updated management and clients on progress of production.
• Met production goals and formed action plan to constantly raise bar to higher standards.
• Flagged potential issues by monitoring timelines.
• Forecasted production schedules and adjusted plans to accommodate changes in demand.
• Effectively monitor service-wide base operations to ensure 92%, or greater, on-time performance of para-transit vehicles
• Monitor base operations for on-time performance of para-transit rides
• Fill-in vacant shifts as necessary to ensure full-service delivery

Dispatcher

• Provided professional leadership and direction to teams of dispatchers to meet on-time performance goals of 92% or higher
• Used specialized computer-based systems (Trapeze) to provide base support to drivers to ensure trips remain at 92% or higher on-time performance
• Use high level of customer service to create/confirm travel arrangements for disabled clients
• Screened and routed calls to appropriate sources

Driver

• Using thorough knowledge of company, state and local safety requirements provided safe, reliable, and efficient public transportation for para-transit program
• Used sophisticated state-of-the-art GPS systems (Trapeze) to locate clients pick-up and drop-off locations
• Maintain DOT records regarding vehicle maintenance and performance
• Communicated with Managers and Mechanics daily.
• Planned production schedules, taking employee production rates, company needs and seasonal changes into account.