Summary
Overview
Work History
Education
Skills
Timeline
Generic

Taylor Fernandez-Terrazas

San Antonio,USA

Summary

Motivated Customer Service and Transportation Scheduler with Nine years of experience attending to Customers, Reservation Agents, Dispatchers and providing insightful information. Talented communicator with strong conflict resolution, data entry and mentoring skills.

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Overview

9
9
years of professional experience

Work History

Scheduler

Via
06.2022 - Current
  • Uses computer software to provide efficient, logical, achievable and productive vehicle runs and schedules, consistent with customer requests and available resources
  • Modifies or deletes scheduled runs as needed to accommodate trip demand on holidays, in accordance with the 'Working Conditions for Hourly Paid Employees' and private provider contracts.
  • Approves or denies customer requests for subscription trips, consistent with overall trip patterns, available resources and the limitations of VIA and federal policies.
  • Reviews existing subscription trips on a regular basis and makes additions, deletions and adjustments as needed to maximize the availability and productivity of subscription service.
  • Communicates and coordinates with Paratransit Operations staff, paratransit operators, VIAtrans patrons and other external customers to resolve routing and scheduling issues.
  • Updates master list of runs and vehicles in software system to reflect changes to the paratransit operator Sign-Up.
  • Prepares daily, weekly, and monthly statistical reports related to scheduled and actual paratransit performance measures.
  • Performs related work as required and assigned.

Lead Reservation Agent

Via
11.2020 - 06.2022
  • Assists the Paratransit Reservation Agent Supervisor in developing Master work schedule and Holiday schedules for Reservation Agents
  • Interprets policies and procedures in the absence of the Reservation Agent Supervisor
  • Assists VIAtrans customers in using VIAtrans Online Services (VOS)
  • Monitors the number and duration of incoming calls and assigns Reservation Agents to appropriate workstations as necessary to answer calls promptly
  • Monitors IVR inquiries from VIAtrans riders and escalates to supervisor when necessary


Reservation Agent

Via
11.2015 - 11.2020
  • Enter, save and retrieve information related to trip requests and reservations
  • Interacts with customers to confirm and/or cancel reservations and answer questions about paratransit policies and procedures
  • Interacts with customers, VIA and contractor Dispatchers to determine estimated arrival times (ETA) of paratransit vehicles, and coordinates/relays information between customers and Paratransit Dispatchers
  • Keeps written records of calls received and actions taken

Education

High School Diploma -

Tom C Clark
San Antonio, TX

Nursing -

Northwest Vista
San Antonio, TX

Skills

  • Basic clerical knowledge
  • Approachable
  • Perfect attendance record
  • Flexible
  • Dedicated team player
  • Reliable and dependable
  • Positive outlook
  • Cheerful and energetic

Timeline

Scheduler

Via
06.2022 - Current

Lead Reservation Agent

Via
11.2020 - 06.2022

Reservation Agent

Via
11.2015 - 11.2020

Nursing -

Northwest Vista

High School Diploma -

Tom C Clark

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Taylor Fernandez-Terrazas