Kim Bush Email and Phone Number

-Design Client relationship strategy -Support the design and implementation of the KTA Contractual Compliance procedure-Conduct annual audits on all Keolis Transit America’s contracts -Design and coordinate the implementation of the KTA Customer Experience Strategy-Coordinate the annual KeoLife Customer Experience Self-Assessment across all locations-Liaise with Paris HQ to ensure consistency between the KTA Customer Experience Strategy-Provide advice to the VPs and the GMs on Customer Experience best practices

-Supported all KTA locations with setting up and administering our customer service training strategy-Led the employee engagement agenda for KTA-Successfully served as the Start-up Manager for a new contract with only a 17- day window to mobilize

-Repaired an underperforming CS department and strengthened our relationship with our Client -Developed a robust community engagement program that set the standard for KTA-Conducted contract compliance reviews for multiple locations, and increased compliance by 30%-Represented Keolis on multiple interview panels for bids

-Responsible for providing safe and reliable transportation for the 350,000 daily customers -Managed and presented departmental budgets and all related KPIs-Worked with Union officials to ensure an efficient and harmonious working relationship-Developed and implemented operational plans for special service and events

-Oversaw daily revenue operations for Bus, Light Rail, and Metro Subway services-Managed labor relations issues to include grievances and manpower issues-Developed and implemented employee talent improvement program for my 90 supervisors

-Provided compliance oversight for multiple paratransit contracts -Worked with sub-contractors to ensure a high quality of service was provided

-Decreased negative customer comments by 15% by developing and holding staff accountable-Improved customers' experience by providing employees with skills and tools to be successful-Developed and hosted frequent employee enrichment events-Led marketing strategy for customer communication

-Developed from a supervisory position to Terminal Manager position-Managed $10 million dollar (annually) multi-unit operation