Shawn Chapman
Cypress,TX
Summary
Knowledgeable and dedicated customer service professional with over 25+ years of customer service experience providing reliable service in both healthcare and public transportation. Spent 16 years in public transportation driving, assisting with dispatch communication, helping with scheduling. Demonstrated leadership by assisting with new hire classroom training in both transportation and healthcare environments. Recognized for maintaining an excellent safety record with several accident-free driving awards. Known for being dependable, safety-focused and able to handle customers/patient concerns calmly and professionally.
Overview
21
21
years of professional experience
Work History
Bus Operator
REM- IAH
08.2025 - Current
- Providing safe and reliable transportation for customers traveling from airport terminals to car rental services.
- Assisting passengers with luggage, customer inquiries regarding transit service, directions and transfers when necessary.
- Keep accurate passenger ride count
Medical Assistant/ Healthcare Coordinator
UnitedHealthcare
07.2020 - 06.2025
- Assisted customers / pharmacies by phone with healthcare questions, sent refills for patient prescriptions per protocol, scheduled rides and follow up appointments.
- Provided patients with clear guidance on medications, test results, medical procedures and physician directives.
- Handled high call volumes while ensuring professionalism and positive experience for patients and callers.
- Resolved patient / pharmacy concerns and provided clear information about benefits and services.
Transit Operator / Dispatcher Support
Champaign-Urbana Mass Transit District
03.2005 - 06.2018
- Delivered reliable passenger transport on designated routes while complying with route schedules and maintaining safety standards and service guidelines.
- Coordinated communication between dispatch and drivers through radio systems to manage route delays, service changes, and operational requirements, maintaining route coverage when necessary.
- Coordinated driver scheduling and route coverage, enhancing efficiency of transit operations.
- Coordinated training sessions for new operators, promoting understanding of routes, safety protocols, and company policies alongside customer service standards.
- Upheld accident-free driving record over extended period, receiving numerous safety awards for safe performance.
- Facilitated outstanding customer service through assistance to passengers regarding directions, accessibility requirements, and travel details.
- Documented daily reports and logs managing fares and incidents to optimize transit operations.
Education
Associate Degree in Nursing - Medical Assistant/ Patient Care Coordinator
Woodruff
Decatur, GA05.2019
GED - General
Parkland College
Champaign, IL07.1997
Skills
Passenger Transportation Safety
Customer Service & Conflict Resolution
Dispatch communication and Radio Systems
New Hire Training & Mentorship
Driver scheduling assistance
Time Management & Reliability
Documentation for passenger daily ride count logs
Key Strengths
- 25+ years of customer service experience
- 16 years in public transportation operations
- Strong safety and reliability record
- Experience training and supporting new employees
- Skilled at communicating with both customers and team members
Timeline
Bus Operator
REM- IAH
08.2025 - Current
Medical Assistant/ Healthcare Coordinator
UnitedHealthcare
07.2020 - 06.2025
Transit Operator / Dispatcher Support
Champaign-Urbana Mass Transit District
03.2005 - 06.2018
Associate Degree in Nursing - Medical Assistant/ Patient Care Coordinator
Woodruff
GED - General
Parkland College