Valerie Courchesne
Broken Arrow,OK
Summary
Strategic Transit Manager with extensive experience in operations, dispatch coordination, and safety compliance. Proven expertise in staff development, service issue resolution, and performance enhancement through data-driven decisions. Director-level professional skilled in policy writing, budget management, and workforce planning, recognized for optimizing processes and enhancing service quality.
Overview
9
9
years of professional experience
Work History
Director Of Operations/Command Center/Call CenterE
MTTA MetroLink Tulsa
Tulsa, Oklahoma
06.2022 - Current
- Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
- Directed daily transit operations for MTTA Metrolink Tulsa service routes and schedules.
- Monitored compliance with safety policies, transit procedures, and municipal transportation standards.
- Evaluated transit route performance to identify improvement areas, service disruptions, and operational insights for Metrolink Tulsa.
- Created policies and procedures for improved workflow processes.
- Identified areas where process improvements could be made resulting in increased productivity.
- Supported dispatch communication with operators and customer service staff.
- Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
- Worked with management team to develop operational goals aligned with business strategy.
- Provided leadership and guidance to subordinate managers and supervisors.
- Ensured compliance with applicable laws, regulations, industry standards.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Communicated clear and consistent messages regarding departmental goals to produce desired results.
- Developed training programs for new employees as well as existing staff members.
- Cultivated client relationships to enhance business growth and account retention.
- Recognized employees for demonstrating excellent service resulting in increased company morale.
- Oversaw the implementation of new technology solutions designed to streamline processes.
- Organized and oversaw work schedules of departmental managers.
- Reviewed site and department performance to improve quality of services and comply with regulatory requirements.
- Analyzed data trends to uncover potential operational risks and opportunities.
- Analyzed financial data to make informed decisions on cost savings initiatives.
General Manager
First Transit - West Palm Beach
Wet Palm Beach, FL
02.2018 - 06.2022
- Directed transit operations for First Transit West Palm Beach service locations.
- Coordinated business operations, including budgeting, staffing, scheduling, inventory control, customer service, and sales, to enhance service delivery. of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Supervised drivers, dispatchers, and maintenance staff across daily service schedules.
- Managed client relationships with public transit agency leaders and community partners.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Reviewed payroll, staffing, and scheduling for workforce coverage and service needs.
- Trained supervisors and operators on customer service, safety, and route procedures.
- Prepared operational reports, incident reviews, and service updates for management.
- Identified improvement areas in business practices and collaborated with departments to implement actionable plans.
- Developed team-building activities to foster collaboration and create a positive work environment.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Directed safety operations and maintained clean work environment to adhere to FTA and OSHA requirements.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
Education
High School Diploma -
Haltom Hight School
Haltom City, TX05-1975
Skills
- Transit operations
- Route scheduling
- Operational Strategy
- Safety compliance
- Regulatory Compliance
- Budget analysis
- Workforce planning
- Safety and Training
- Accident Investigation
- Talent Development
- Talent Development`
Timeline
Director Of Operations/Command Center/Call CenterE
MTTA MetroLink Tulsa
06.2022 - Current
General Manager
First Transit - West Palm Beach
02.2018 - 06.2022
High School Diploma -
Haltom Hight School