John Hagen Email & Phone Number

Snohomish

Managed the Call Center and administrative staff. 25 employees. Responsible for maintaining the reservation computer system, map upgrades and system upgrades.

Renton And Sea-Tac, Washington

Shuttle Express was a start-up airport transportation company when I began my career as a Dispatcher, after 20 years finished as the Director of operations. I played an instrumental role in building the company from 20 Shuttle vans to approximately 100 Shuttle Vans, 60 TownCars and Limo’s and 10 buses and up to 275 employees at times. My direct hands on Management style and skills helped reach, maintain and increase profitability with a very high level of Customer Service. Along with all the other responsibilities of a Director of Operations; I managed the Dispatch and Scheduling office directly, providing my expertise being a very skilled dispatcher and scheduler.MAJOR CONTRIBUTIONS Active participant of the Shuttle Express Executive Committee and Management Team. Vendor Management. Staffing levels to meet operational requirements for 170 vehicles and 275 employees. Team building, coaching and mentoring. Designed and implemented four computer systems, Reservation/Dispatch, Accounting programs. Developed and implemented on-line reservations. Writing and implementing standard operating procedures and manuals. Performance evaluations. Hiring and terminations. Keeping the 24/7 operation running efficiently at all times.

Mukilteo, Washington

Acted as a major player in the success of the agency. Managed the Para-transit division (DART) with 100 employees and 54 vehicles. During the three plus years of tenure, achieved high quality customer service, added professional operations and systems, improved the employee productivity. Changed the culture of the organization from an old school to a professional environment. The organization received first of its type long term contract (of 10 years) due to my proposal writing. As a result of my leadership, the overtime reduced by 400%, the productivity improved by 28%, the employee retention increased by 20%.MAJOR CONTRIBUTIONS Vendor management.  Active participant on the Senior Management Team. Administrating the drug and alcohol policy. Staffing levels to meet operational requirements for 125 employees and 54 vehicles. Team building, coaching and mentoring. Writing and implementing standard operating procedures and manuals. Performance evaluations. Hiring and terminations. Contract negotiations. Labor management meetings. Personnel issues/grievances. Designed and implemented Mobile Data Terminals for

Bachelors, Business Administration And Information Systems, 3.5

Education record

I have attended many, many seminars, training, conferences throughout my work experience. Attended Vistage for two years. 25 years.

Vocational, Carpentry

Activities and Societies: Graduated top of the class