Shatara Johnson-Bey
Waldorf,Maryland
Summary
Knowledgeable and well diverse in the Office of Bus Transportation. Offering 10+ years of managing experience and a decisive leadership style. Highly-motivated employee with customer service, multitasking and time management abilities. Strong worth ethic, adaptability and exceptional interpersonal skills. Devoted to giving every customer and employee a positive experience.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Transit Field Supervisor
WMATA
Washington, DC
11.2023 - Current
- Enforces compliance with company policies and procedures as well as applicable Standard Operating Procedures (SOP), rules and regulations.
- Oversees and maintains the safe and reliable service of WMATA’s transit vehicles within the three jurisdictions.
- Maintains contact with the Metro Integrated Command and Communications Center (MICC) via two-way radio, cellphone, and laptop computer to receive and/or transmit information.
- Interacts with customers, law enforcement, emergency personnel, and schools, as needs dictate.
- Investigates revenue and non-revenue accidents and determines if FTA testing is required.
- Responds to customers' needs, complaints, and operator/passenger disputes.
- Operates and monitors multiple computer systems, from various sources, such as CleverCad, Real Time Bus Information System (RTBIS), and live video.
- Investigates problems and anomalies; and interacts pro-actively with Bus Operators and Bus Maintenance staff.
- Analyzes and makes recommendations regarding schedule adherence and other operational needs.
- Reports concerns, discrepancies and/or unsafe conditions to appropriate personnel. Recommends and implements corrective actions.
Bus Communications Specialist
WMATA
Washington, Dis
09.2019 - 12.2023
- Received, processed and coordinated communications between the Metro Integrated Command and Communication Center (MICC) and operating units within the Washington Metropolitan area.
- Maintained two-way radio communications with Metrobus Operators, Transit Field Supervisors, revenue/non-revenue operations and other radio equipped vehicles.
- Dispatched service trucks to respond to disabled buses.
- Maintained immediate communications with divisional and mechanical departments relative to operating requirements.
- Received detention reports from Bus Operators and Transit Field Supervisors on accidents, incidents, disabled buses, sick, injured, and/or disorderly passengers, fare disputes, assaults, and other occurrences.
- Dispatched Transit Field Supervisors, request Transit and local police/fire department or other related assistance in accordance with operating procedures.
- Accurately recorded all events in Maximo (maintenance database) and prepared a detailed Event Summary report of all unusual events, accidents/incidents/occurrences as defined by the Standard Operating Procedures and BOCC management.
- Completed other tasks and assignments as directed by management.
Assistant Superintendent - Bus Service Operations
WMATA
Wasington, DC
10.2017 - 09.2019
- Provided daily support to the Division Superintendent to ensure effective and efficient bus operations.
- Managed four Bus Operations Managers, over 300 Bus Operators, and six Depot Clerks.
- Monitored and enforced WMATA’s Absenteeism Policy/Instruction 7.4.4/2 to include counseling and administering appropriate disciplinary actions.
- Conducted monthly meetings with SAFE, divisional and bus maintenance staff to discuss operational and safety objectives.
- Attended monthly Bus Stat, Local Safety Committee, Local Customer Care and Safety meetings.
- Completed weekly reports on the divisions person power, staffing issues, on-time performance by route, accidents and hot spots.
- Completed Mid-Year and Annual Performance Evaluations for Bus Operations Managers.
- Investigated supervisory reports, accidents, and complaints and administered appropriate disciplinary actions.
- Responded to Operator grievances in the first and second steps.
- Testified on behalf of the Authority at Arbitration hearings.
Bus Operations Manager
WMATA
Washington, DC
09.2012 - 10.2017
- Provided daily support to the division Assistant Superintendent to ensure effective and efficient bus operations.
- Analyzed and made recommendations regarding schedule adherence and other operational needs.
- Established processes to ensure efficient workflow throughout the organization.
- Addressed customer concerns to resolve issues and minimize complaints.
- Monitored On-Time Performance by route.
- Managed over 300 Bus Operators, five Depot Clerks, and two Training Instructors.
- Completed and maintained absenteeism reports.
- Completed accurate accident investigations and ratings. Investigated incidents, occurrences, and employee injury reports.
- Thorough knowledge of the Bus Transportation Employee Handbook (Rules and Regulations), Standard Operating Procedures, Collective Bargaining Agreements (Local 689 and Local 922), and disciplinary action procedures.
- Assisted the Superintendent in providing employees the necessary tools and training to effectively perform their jobs.
- Reviewed and discussed with employees accidents, DriveCam events, customer complaints, and on-duty injuries to improve operating performance or resolve operating challenges.
- Coach and corrected employee behaviors to improve work performance to ensure quality service was provided daily.
- Investigated and responded to Executive customer complaints.
- Utilized various reporting systems to include Safety Management System (SMS), Trapeze, and PeopleSoft.
- Maintained integrity, trust and confidentiality.
Education
High School Diploma -
Suitland High School
Forestville, MD05-1995
Skills
- Customer Service
- Communication
- Integrity
- Field Operations
- Task Delegation
- Safe Operations and Healthy Working Environment
Certification
Completed Courses, Mandatory Training and Computer Systems:
Fundamental to advanced knowledge using CleverCad, CleverWorks, Secure Bus Access, Real Time Bus Information System, Safety Management Systems, Trapeze, PeopleSoft, and Microsoft Office. Completed training/courses: Metro Incident Command (IMF), FEMA ICS-100 Introduction to Incident Command, FEMA ICS-200 Basic Incident Command System for Initial Response, FEMA IS-700 Introduction to the National Incident Management System, Technical Success Behaviors, Interpersonal Skills, Crucial Confrontation, Religious Accommodations, Inclusion Strategies, Preventing Whistleblower Retaliation, Drug and Alcohol Reasonable Suspension, EEO Compliance and Policies for Supervisors, Metro Lead-Leadership.
Timeline
Transit Field Supervisor
WMATA
11.2023 - Current
Bus Communications Specialist
WMATA
09.2019 - 12.2023
Assistant Superintendent - Bus Service Operations
WMATA
10.2017 - 09.2019
Bus Operations Manager
WMATA
09.2012 - 10.2017
High School Diploma -
Suitland High School
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