Summary
Accomplished transportation industry professional with over 28 years of experience at the Washington Metropolitan Area Transit Authority. Change advocate with a proven track record of exceeding targets and operational objectives. Skilled in operational and analytical aspects, providing support, growth, enhancement, and expert knowledge.
Results-driven team leader delivering innovative solutions for organizational growth and enhancement, with a focus on cost-effective and high-performance results. Proficient in overseeing all operations including quality control, employee management, best practice implementation, cost controls, and safety compliance, while building strong working relationships and resolving client-related issues. Innovative technology professional with several years of diverse experience, skilled in enhancing systems and aligning technical solutions with business objectives.
Proven success in leading projects from start to finish and contributing to organizational growth and success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude, willingness to take on added responsibilities to meet team goals.
Dynamic individual with hands-on experience in Transportation Operations, Contract Management and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
11
11
years of professional experience
1
1
Certificate
Work History
Chief - Transit Operations
Prince George's County Government
05.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated strong organizational and time management skills while managing multiple projects.
General Manager
DC Circulator RATP Dev, USA
01.2019 - 11.2023
- Recruited as an Assistant General Manager - Operations and earned a promotion within six (6) months to General Manager.
- Responsible for the safe operations of 73 bus fleet for fixed route bus service to the citizens and visitors of Washington, DC, and Northern Virginia.
- Ensuring safe, reliable, service delivery with 210 operators across 6 routes.
- Manage DC Circulator to profitable operations within 1 year, responsible for providing direct contractual oversite and compliance.
- Accountable for motivating energetic team of up to 287 employees, conducts financial analysis to ensure organizational objectives.
- Developed strategies to strengthen contract compliance and client relations with the District Department of Transportation.
- Created positive relationships and worked with local ATU & OPEIU bargaining unit.
- Managed a $36M annual budget.
- Eliminated excessive call-offs and avoided reassignment of work and scheduling.
- Held employees accountable and kept staff motivated.
- Reduced overtime from 13% - 5% by restructuring the run pick.
- Prepared and delivered monthly key performance indicators and interpreted the Profit and Loss statements to drive improvements in the cost center.
- Transformed staffing policies and returned staffing to optimum levels in support of profitability and productivity.
- Management of grievances and labor contract negotiations.
- Led scheduling, safety compliance and KPI's.
- Ensure service is consistently delivered at or above the expected contractual level.
- Efficiently managing cost savings and headcount.
- Effectively managing operational and maintenance costs (reducing overtime).
- Directly led the performance of nine Managers tasked with managing a total of 140 employees.
- Met corporate goals and budgets, while simultaneously protecting all assets and interests; mitigating risk.
- Coordinate with the Safety department to minimize risk thereby reducing accidents and injuries.
- Lead person for adherence to standard operating procedures and compliance with DOT and OSHA.
- Assist with onboarding and training new personnel.
- Perform management functions of staff selection, development, and discipline.
- Responsible for making tactical logistical decisions, productivity, and on time performance.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Managed budget implementations, employee evaluations, and contract details.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
- Negotiated with suppliers to secure better pricing, reducing operational costs while maintaining product quality.
Division Manager
TRANSDEV
05.2019 - 10.2019
- Work closely with the General Manager to ensure consistent implementation processes.
- Development and implementation of talent management plans, coaching plans, and ensure staff attend workshops, focus groups, and learning events.
- Eliminated excessive call-offs and avoided reassignment of work and scheduling.
- Held employees accountable and kept staff motivated.
- Developed contingency plans to effectively manage unscheduled employee absences in support of business continuity.
- Led the safe and efficient operations of a 120 fixed route bus system with over 130 Operators.
- Key contributor in this new business startup and increased Operators 165 within 90 days.
- Directed HR issues in compliance with company policies and procedures.
- Responsible for operations supervision, administrative transportation and communications work involving Street Operations and Bus Communications.
- Led crisis resolution by identifying issues and utilizing emergency preparedness plans to respond appropriately.
- Worked closely with the safety manager to avoid accidents and promote safety across teams.
- Implemented safety protocol and delivered communication and training.
- Analyze accidents and Supervisor violations, then report the same to senior management.
- Coordinate field activities with the jurisdictional Departments of Public Works and jurisdictional Police Departments regarding special events, demonstrations, or any activity that will affect public transportation in the Washington Metropolitan area.
- Manage subordinate employees (Service Operations Managers) through day-to-day operations of the Metrobus System.
- I resolve operating difficulties, monitor the completion of daily assignments, and respond to emergency situations and activities in coordination with Metrobus and Metrorail.
- Provides leadership, direction, and supervision for Service Operations Managers and BOCC personnel.
- Manage the effective development and implementation of various operating plans and schedules, including special events, detour routing, and bus stop changes and recommend alternative when appropriate.
- Works with Regional Vice President and Marketing & Sales department in gathering data and assisting in the sales process in pursuit of new business.
Assistant General Manager
NATIONAL EXPRESS TRANSIT
07.2017 - 05.2019
- Delivers overall performance and results for the CSC.
- Ensure process, policy, and initiative compliance, ensuring business tools are maximally utilized.
- Collaborates with company leaders to understand overall business goals and creates a CSC operating plan to support these objectives.
- Ensures the CSC is a 'customer-centric' team that is focused on building strong and effective partnerships.
- Develops CSC plans and priorities to address resource and operational challenges as guided by the Regional Manager and company standard operating procedures and policies.
- Communicates company values, strategies, and objectives in an effort to share information and while encouraging feedback and input.
- Review budgets and develop the annual operating plan business review.
- Develop short/ long-range business plans to increase incremental business, revenues, and margins.
- Directs, coaches, and develops CSC staff including Operations Manager, Dispatcher, Office Administrator, Operators, Maintenance, and Safety Manager to obtain the required skills and abilities to act independently in their job assignments.
- Builds company image by collaborating with customers, government, community organizations, and employees while demonstrating strong and ethical business practices.
- Creates a culture of safety while providing a high quality of service.
- Identifies key safety issues affecting the safety of passengers and employees and takes corrective action to resolve these concerns.
- Works with Regional Vice President and Marketing & Sales department in gathering data and assisting in the sales process in pursuit of new business.
- Works directly with the General Manager to ensure consistent implementation processes.
- Development and implementation of talent management plans, coaching plans, and ensure staff attend workshops, focus groups, and learning events.
Operations Manager - MetroAccess
WASHINGTON METROPOLITAN AREA TRANSIT AUTHORITY (WMATA)
01.2015 - 01.2017
- Operations Manager within the Office of MetroAccess Services my primary responsibilities are to continuously monitor and regulate the operational performance of the Authority's paratransit contractors and the management of the WMATA employees who ensure contract compliance.
- Provide direction, oversight, coordination and monitoring of the MetroAccess contractor's performance on a continuous basis.
- Required to modify and develop procedures to meet new or unusual work situations.
- I manage, supervise, and evaluate service monitors and paratransit coordinators.
- Ability to solve complex problems by using deductive reasoning and critical thinking skills.
- Manages groups of employees and is responsible for specific bus lines or routes.
- Ensures that all employees are provided adequate coaching, counseling, and performance management to recognize good behavior and correct deficient behavior.
- Front line Manager and customer service representative for the Authority, the first and most important point of contact for both employees and customers.
- Oversee and coordinate contract personnel in the MetroAccess Call Center and the departments of safety, maintenance, quality assurance, and convey service deficiencies and customer needs to those individuals for resolution.
- Coordinates investigations into accidents, incidents, or other situations in which the Authority's interest must be represented from an operational, safety or liability perspective.
- Maintains current information on contract personnel manpower allocation, turnover, and recruitment practices.
- Ensures adequate staffing to meet operational and contractual requirements.
- Responsible for maintaining optimal service performance for my assigned sector and for identifying and resolving potential service issues.
- Monitors, anticipates, and identifies issues and problems that currently impact, or have the potential for future impact, on system operations and takes preventive or corrective actions to resolve issues and minimize service interruptions.
- Accountable for ensuring best customer service and responsible for implementing service improvements in tandem and with the agreement of Bus Operations leadership.
- Exercise extensive latitude for independent judgement and action within established guidelines of bus transportation service.
- Effective management skills, effective and clear speaking and writing skills, as well as good reasoning, information processing and evaluation skills.
- Ability to effectively lead, manage, train, and evaluate personnel, including willingness and ability to actively listen, to exercise good judgment and decision-making skills, and coach and develop staff.
Education
Operations Manager -
01.2017
Operations Manager within the Office of MetroAccess Services my primary responsibilities are to continuously monitor and regulate the operational performance of the Authority's paratransit contractors and the management of the WMATA employees who ensure contract compliance.
Transportation - Business Management
Business Management - Journalism-Mass Communications
Skills
- Positive interpersonal skills
- Collaborative teamwork
- Client relations management
- Analytical problem-solving
- Organizational time strategies
- Meticulous attention to specifics
- Reliable and accountable
- Analytical problem-solving
- Proficient in managing multiple tasks
- Proficient in computer applications
- Effective organizational skills
- Composed in high-stress situations
Accomplishments
- Collaborated with team of 10 in the development of Service Improvement Team (SIT).
- Identified and improved on-time performance through effectively managing under performing routes.
- Supervised team of 7 leadership staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved all key performance indicators (KPI's) and performance metrics by completing service delivery analysis with accuracy and efficiency.
- Documented, analyzed and resolved service delivery challenges which led to increased in service delivery, reduction in customer service concerns, on-time performance, bus reliability, reduction in service interruptions and delays.
Affiliations
- The Golden Key Academy
- Toast Masters
- COMTO - Maryland Chapter
Certification
- Department of Homeland Security - National Incident Management System (NIMS)
- Intrastate Mutual Aid and Introduction
- Introduction to Incident Command System
- Introduction to the National Incident Management System
- National Response Framework
- Public Information Systems
- Resource Management
- Single Resources and Initial Action Incident
Languages
Spanish
Limited Working
Interests
- Artificial Intelligence (AI) and Machine Learning
- Sustainable Tech Innovations
- Cooking
- I participate in low-impact exercises to strengthen core muscles
- I participate in various sports activities for physical activity, camaraderie, and personal growth
- Passionate about balancing physical health with mental and emotional wellness
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Road Trips
- Homelessness Outreach
- Youth mentor, providing guidance and support to empower the next generation of leaders
- Offering time and support to shelters for the homeless, women, and animals
- Youth Development Programs
Timeline
Chief - Transit Operations - Prince George's County Government
05.2024 - Current
Division Manager - TRANSDEV
05.2019 - 10.2019
General Manager - DC Circulator RATP Dev, USA
01.2019 - 11.2023
Assistant General Manager - NATIONAL EXPRESS TRANSIT
07.2017 - 05.2019
Operations Manager - MetroAccess - WASHINGTON METROPOLITAN AREA TRANSIT AUTHORITY (WMATA)
01.2015 - 01.2017
Prince Georges Community College - Business Management, Journalism-Mass Communications
WASHINGTON METROPOLITAN AREA TRANSIT AUTHORITY (WMATA) - Operations Manager,
University of Maryland - Transportation, Business Management
Section name
- Title: GENERAL MANAGER
- Driving License: Commercial Driver's License (CDL) Passenger & Airbrakes
Training
- Leadership Development Conference
- Reasonable Suspension for Managers
- Federal Transportation Administration - DOT Compliance
- Drug & Alcohol Management
- FEMA Emergency Response Preparedness
- FEMA Emergency Management
- National Transit Institute Conference (multiple courses)
- Building Integrity & Trust (Managers)
- Effectively Managing Transportation Employees
- Project Management - Effective Time Management
- Challenges of Leadership
- Crucial Confrontation - Critical Thinking
- Equal Employment Opportunity for Supervisors
- American with Disabilities Act Awareness
- Diversity Awareness for Supervisors
- Dealing with Difficult Employees
- National Highway Institute - National Traffic Incident Management
- Responder Training - 2020
License
Commercial Driver's License (CDL) Passenger & Airbrakes
Section name
- Title: GENERAL MANAGER
- Driving License: Commercial Driver's License (CDL) Passenger & Airbrakes
Training
- Leadership Development Conference
- Reasonable Suspension for Managers
- Federal Transportation Administration - DOT Compliance
- Drug & Alcohol Management
- FEMA Emergency Response Preparedness
- FEMA Emergency Management
- National Transit Institute Conference (multiple courses)
- Building Integrity & Trust (Managers)
- Effectively Managing Transportation Employees
- Project Management - Effective Time Management
- Challenges of Leadership
- Crucial Confrontation - Critical Thinking
- Equal Employment Opportunity for Supervisors
- American with Disabilities Act Awareness
- Diversity Awareness for Supervisors
- Dealing with Difficult Employees
- National Highway Institute - National Traffic Incident Management
- Responder Training - 2020
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