Sloan Lyles
Richmond,CA
Summary
Recognized for an engaging leadership mentality that motivates and brings out the best in teams, stewards, and executives. Applying an untouchable knowledge regarding the inner workings of the public transportation sector to daily operations.
Team-oriented leader offering a unique blend of expertise in process simplifications, operation methodology, and a commitment to quality service.
Leading with compassion as a thought-partner with a competitive edge to execute operations and provide top-notch service.
Overview
14
14
years of professional experience
Work History
Youth Development Program Manager
East Oakland Youth Development Center
05.2022 - Current
- Championed diversity and inclusion initiatives within the organization, promoting equitable access to workforce development resources for all youth served.
- Created a supportive learning environment that fostered personal growth, self-confidence, and resilience among participants.
- Manage and enforce discipline policies, and maintain program equipment and facilities.
- Communicate effectively with youth , staff , volunteers, and community members.
- Create and lead programs , services , and activities that promote positive youth development. This can include programs that focus on academic achievement, healthy lifestyles, and good character.
- Measured quality assurance benchmarks and established stands for structured improvements to be applied for Immediate results.
- Participate in outcome measurement processes and other evaluation programs to assess the effectiveness of programs .
- Facilitated strong relationships between management and employees through open communication channels, promoting a positive work environment.
- Managed large-scale projects with cross-functional teams, effectively meeting deadlines and staying within budget constraints.
- Optimized staffing levels by analyzing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
- Improved overall program outcomes through consistent monitoring of progress indicators and implementation of data-driven adjustments.
- Addressed complex behavioral issues among participants through targeted intervention strategies that fostered conflict resolution skills development.
- Communicated effectively with stakeholders through regular reports, newsletters, and presentations to highlight program successes and share important updates.
Train Operator
Bay Area Rapid Transit
01.2014 - Current
- Safety-conscious operator leveraging communicating with passengers to ensure timely arrivals and departures from Multiple platforms.
- Collaborated with conductors and other crew members to maintain a safe and efficient work environment for all staff.
- Maintained punctual train operations by quickly identifying and resolving minor technical issues before they escalated.
- Assisted in the successful completion of annual inspections, demonstrating thorough understanding of train equipment and operational procedures.
- Conducted post-trip inspections after each run, identifying any necessary repairs or maintenance required for optimal train performance moving forward.
- Provided exceptional customer service, addressing passenger inquiries in a timely and professional manner.
- Strategic in isolating equipment malfunctions of mechanical/electrical nature on revenue/non-revenue vehicles.
- Meticulously troubleshoot doors, brakes, hydraulic and propulsion systems.
- Utilize comprehensive communication tactics, sharp eyesight, and responsive passenger focus to ensure riders Arrive to their destinations.
- Maintain a consistent connection with the control center, technicians, managers, and Bart police throughout the Outdoor commuter train routes.
- Calm demeanor during emergencies, collisions, fire, earthquake, or terrorism.
- Quickly create an action plan and implement into an immediate response of situations such as; evacuating Passengers, administering first aid, and using fire extinguishers.
- Utilized comprehensive communication tactics, sharp eyesight, and responsive passenger focus to ensure riders arrive to their destinations.
- Maintained a consistent connection with the control center, technicians, managers, and Bart police throughout the outdoor commuter train routes.
Call Center Manager
Check Care Systems
04.2012 - 01.2014
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Evaluated data to identify trends and determine customer service needs.
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Implemented innovative service strategies to improve customer experience and engagement.
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Trained team members on performance metrics and consumer behavior identification.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Created team rotations to man center effectively during peak hours.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
Client Services Manager
Advance America
06.2010 - 05.2012
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
- Developed new employees and on-going performance assessment of current employees.
- Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company''s reputation.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Streamlined internal processes for improved efficiency in handling client requests and managing daily operations.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Built a strong rapport with key decision-makers within client organizations, fostering trust and long-lasting partnerships.
- Monitored performance metrics, using data analysis to identify areas of improvement in service delivery and customer experience.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Education
Skills
- Customer Focus
- Financial Acumen
- Innovation management
- Classroom Management
- Team performance Maximization
- Leadership and Team Building
- Conflict Management and Resolution
- Hiring Board panelist
Timeline
Youth Development Program Manager
East Oakland Youth Development Center
05.2022 - Current
Train Operator
Bay Area Rapid Transit
01.2014 - Current
Call Center Manager
Check Care Systems
04.2012 - 01.2014
Client Services Manager
Advance America
06.2010 - 05.2012
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