Marcus Tompkins Email & Phone Number

Reported directly to RVPs\CEOProvide support, leadership and direction to the assigned operating location determined by the executive team to ensure delivery of annual business plans. Controlled the daily operation of our transportation contract, in compliance with the policies of the contracting agency and in conformance with company procedures.Effectively manage customer relations through both direct contact and outreach programs. Identify, select, train and mentor location staff. Effectively and frequently communicate with location staff and support team members. Oversee vehicle maintenance plan and ensures fleet availability to meet service requirements. Oversee safety and training programs, plans and processes to ensure compliance with a company, contract and regulatory requirements. Maintain client contact routinely to meet or exceed expectations. Conduct periodic departmental audits. Daily, weekly and monthly review of key operational metrics. Ensure that all location financial metrics are managed continuously, exceptions are reported, and action plans are developed to ensure the location meets it financial, safety and operational expectations. Implement, promote and adhere to company policies and procedures. Interact with bridges committee to effectuate positive changes to policies, procedures and programs. Attends, chairs, and conducts a variety of meetings; serve on committees as required; makes presentations to the City Council; represents the Department and makes oral presentations at: meetings, inter-agency meetings, conferences, and other events. Serves as the division liaison to other departments, coordinating various projects on behalf of the staff. Participate in location(s) labor and employee relations activities. Provide insight and information to support location(s) contract renewals. Create and present location(s) annual budget.

North America

Reported to Executive TeamNational Maintenance Manager Rolled up under this roleOversight of over 4000 vehicles nationwideDrop ship to operations nationally as needed for items ranging from support\change managementProvide the most efficient transportation solutions for our customers through strategic and effective planningDevelop and improve the current customer base by securing additional lanes and volumeIdentify and address inefficient processes/procedures and/or operational deficiencies.Develop proper solutions for inefficient processes or procedures.Available to be reached after hours for operational situations, if relative to the position.Manage Safely, Legally, Ethically, Morally and Profitably.Assist Local GM in the training and development of all staff.Assist Local GM in all scheduled billing.Assist all staff in customer relations, specific complaints, commendations, and requests.Work with Dispatch staff in the collection of all data and administrative requirements.Direct responsibility for all KPI’s.Provide all relevant information to the Independent Contractors necessary for them to maximize their earning potential.Assist the Call Center Manager with all issues related to the successful delivery of service.Maintain current knowledge with regard to all Public Utility Commission rules and regulations as they relate to zTrip.All other duties as assigned.Train New Hire General Managers at new locations\acquired sites.Train operations staff on a multitude of proprietary computer systemsAssist with AR\AP as neededSubject Matter Expert on a variety of topics

Reported to Director of TechnologyManage\Deploy Cisco Meraki equipmentAdminister a variety of systems in order to accomplish goals from the executive team24/7 On Call support for management\uptime of mission critical systems and infrastructureDesktop\Ticket SupportZendesk AdministrationHardware ProcurementComputer Security\Machine ScanningNetwork Deployment\InstallationTelephony

Greater Denver Area

Reported to IT ManagerDuties Include:General Helpdesk supportAssisting with data restores//troubleshooting and maintaining workstationsserver rack//data center installation experiencemanaging systems that stored metrics/kpi's for usagesystem migration//software implementations for start ups in different citiesSoftware Specialist-Maintained/Oversaw dispatching system for Yellow Cab in Denver, Boulder, Ft Collins, and Colorado SpringsFleet maintenanceRegulatory ComplianceUser Training and Support-Migrated departments to paperless based systems-Increased billing accuracy-Designed and Implemented new systems for employee//driver//fleet maintenance tracking within company-Implemented new dispatch methods which reduced acceptance times by over 50% for taxi fleetshas experience with:sql (mysql//mssql//postgres//oracle)visual basichtml//xml//css//javascriptcurrently learning python (3.x)currently learning pgAdmin//postgresFamiliar with a variety of technologies and programs, there is more than one way to accomplish the goal at hand.

Greater Denver Area

Managed a personal team that oversaw a multitude of programs encompassing logistics, scheduling, dispatching, and billing for transport related services in Denver. From sales pitch to invoice processing, we maintained it all.Worked alongside the call center to develop new strategies to increase ridership, call volumes, quality measures while decreasing costs.Random Facts:+ 1,200,000 calls per year in the call center for on demand calls+ 100,000 trips in accounts+ $3,000,000 in revenue1% complaint ratioHelped develop QA\​\​New hire training methods

Greater Denver Area

Property and facilities/information and technology/Mailroom

General Studies

Computer And Information Sciences And Support Services