Tiffany Austin
Baltimore,MD
Summary
Resourceful professional with expertise in safety training and customer service. Proven problem-solving skills enhance operational compliance and safety. Strong leadership drives team success and efficiency in fast-paced environments. Experience in management and the mobility sector equips for the Mobility Call Center Supervisor role.
Overview
19
19
years of professional experience
Work History
Safety Trainer
Transdev Services
Baltimore, MD
11.2023 - Current
- Trained paratransit operators on operational procedures and safety protocols through hands-on, behind-the-wheel instruction, enhancing their practical skills.
- Conducted regular performance assessments to pinpoint training needs, resulting in tailored programs that improved operator skills.
- Supervised enclosed skills course training before transitioning to on-road evaluations.
- Monitored trainee progress, providing targeted feedback that reinforced retention of safety protocols and improved overall compliance.
- Retained current employees involved in incidents through retraining focused on safe driving behaviors.
- Participated in monthly safety meetings to stay informed about evolving safety practices.
- Performed pre-trip inspections to verify vehicle readiness and adherence to safety standards.
- Ensured compliance with ADA policies in certifying driver eligibility for wheelchair securement.
- Achieved promotion in 2025 after demonstrating exceptional skills and dedication as a Paratransit Operator.
- Operated paratransit buses, ensuring safe and efficient transport for passengers.
- Assisted passengers with boarding and disembarking, providing excellent customer service.
- Resolved passenger concerns promptly, ensuring a positive travel experience for all riders.
- Documented passenger information and trip logs accurately for reporting purposes.
- Responded to emergency situations in accordance with company protocols.
- Operated wheelchair lifts for disabled passengers.
- Achieved the award for "Transdev Employee of the Quarter" with recognition from the Maryland Transportation Administration.
Toll Operator
Maryland Transportation Authority
Baltimore, Maryland
09.2011 - 05.2015
- Supervised toll collection operations, ensuring adherence to regulations and policies for effective service delivery.
- Managed cash transactions, ensuring accuracy in toll collection to maintain financial integrity.
- Provided excellent customer service, addressing inquiries and resolving issues promptly.
- Trained new staff on operational and safety procedures, enhancing team readiness and compliance.
- Conducted routine inspections of toll equipment to ensure functionality and compliance.
- Maintained accurate records of transactions and daily revenue reports.
Customer Service Manager
Walmart
Baltimore, Maryland
02.2008 - 10.2011
- Led customer service team to improve customer satisfaction and resolve inquiries effectively.
- Implemented training programs to improve staff performance and service quality.
- Trained and mentored associates and new employees on customer service techniques and performance standards.
- Analyzed customer feedback to identify trends and drive service improvements.
- Created and implemented strategies to streamline operational workflows.
- Facilitated regular meetings to communicate updates, share best practices, and foster team cohesion.
- Processed returns and exchanges with care, adhering to store policies, while prioritizing customer satisfaction.
- Participated in regular inventory counts, ensuring accuracy in store stock levels.
Education
Morgan State University
Baltimore, MDSkills
- Safety training/protocols
- Performance assessment
- Compliance monitoring
- Vehicle inspection
- ADA certification
- Customer service
- Detail-oriented
- Problem solving
- Multitasking
- Microsoft Office proficiency
- Data Entry
- Incident reporting
Timeline
Safety Trainer
Transdev Services
11.2023 - Current
Toll Operator
Maryland Transportation Authority
09.2011 - 05.2015
Customer Service Manager
Walmart
02.2008 - 10.2011
Morgan State University