SHAVONYA D. MUNFORD
Woodbridge,VA
Summary
An organized detailed-oriented and conscientious professional with over 16 years of experience in risk management, customer service and critical thinking. Accomplished in supporting operational planning, problem-solving and cross functional collaboration.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Transdev
Herndon, VA
09.2023 - Current
- Serve as primary point of contact for customer complaints while ensuring the volume of complaints are minimized to meet company standards.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Work cross-functionally with internal departments staff to achieve client Operations and Customer Service objectives.
BOCC Controller
Transdev
Fairfax, VA
07.2019 - 09.2023
- Responsible for answering and responding to bus operator's radio calls, messages, and monitoring buses in service with the use of GPS CAD/AVL system.
- Ensuring schedule and route adherence
- Ensure customer service excellence
- Manage headway and recover of service
- Timely incident response and reporting accidents/incidents
- Emergency management
- Instructing personnel and providing information to the riding public
BOCC Controller
MV Transit
Fairfax, VA
10.2016 - 07.2019
- Use of GPS CAD/AVL system to proactively manage the day-to-day on the road operations of transit service.
- Provides verbal direction to Bus Operators, verbal assistance to Road Supervisors, and others.
- Accurately logging operator reports and events
- Implementing emergency response procedure.
- Recognized by Huntington Operations Manager for excellent collaboration with operators and others.
Dept. of Homeland Security- Armed Officer
Paragon Systems
Washington, DC
11.2014 - 01.2016
- Worked efficiently in busy, high-risk settings while maintaining best-in-class standards of excellence for security initiatives.
- Mobile search operator of a Z Backscatter X-ray vehicle.
- Analyze x-ray images and efficiently detect explosives and other threats.
- Direct contact with Secret Service and Federal Protective Services (FPS).
- Intervened on disturbances and utilized de-escalation techniques to prevent physical intervention and destruction of site property.
Dept. of Homeland Security- Lieutenant
Paragon Systems
Washington, DC
08.2013 - 08.2014
- Supervised a team of security personnel in their daily operations.
- Reviewed and evaluated officer's performance and implemented changes to improve operations.
- Conducted quality control inspections of 4 government buildings.
- Organized work schedule of officers to include officer's rotations and breaks.
- Assisting in plans and procedures to be followed in the event of any major catastrophe, such as hurricanes, earthquakes, floods, conflagration, and hostile acts to ensure adequate security measures are maintained within the command.
Education
Certificate - Safety Management System Principle For Transit
Transportation Safety Institute
Fairfax, VA2022
Certificate - Law Enforcement/Security
Associated Security Training
Temple Hills, MD1996
Certificate - Adult Corrections
Correctional Training Facility
Skillman, NJ1991
High School Diploma -
Rancocas Valley Regional High School
Mount Holly, NJ1986
Skills
- Strategic Planning
- Risk Management
- Time Management Skills
- Customer-Service Focused
- Robust Communication Skills
- Detail Oriented
- Critical Thinker
Timeline
Customer Service Manager
Transdev
09.2023 - Current
BOCC Controller
Transdev
07.2019 - 09.2023
BOCC Controller
MV Transit
10.2016 - 07.2019
Dept. of Homeland Security- Armed Officer
Paragon Systems
11.2014 - 01.2016
Dept. of Homeland Security- Lieutenant
Paragon Systems
08.2013 - 08.2014
Certificate - Safety Management System Principle For Transit
Transportation Safety Institute
Certificate - Law Enforcement/Security
Associated Security Training
Certificate - Adult Corrections
Correctional Training Facility
High School Diploma -
Rancocas Valley Regional High School
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