Mark A. Wood Email & Phone Number

Jacksonville, Florida, United States

Jacksonville, Florida

After the departure of the Senior Manager of Paratransit Service Delivery and because of my extensive experience with the JTA Connexion Paratransit Service (16 years), I was selected as the Interim Senior Manager of Paratransit Service Delivery. I held this position for 6-months. In that time, I continued my role as Transportation Analyst. As interim, my team and I were able to increase both OTP and PPH. I was selected for the position again in June of 2019 with the departure of the replacement Manager. I currently hold the interim position as well as continuing to fulfill the responsibilities of Transportation Analyst.

Jacksonville, Florida Area

This position is responsible for supporting the Agency by acting as a Paratransit transportation subject matter expert as well as a liaison for problem resolution between the software provider and end users. Responsibilities:•Provide analysis of current transportation and operations practices to determine process and cost improvement opportunities.•Maintain and review transportation data held in multiple systems for accuracy and reporting needs.•Compile and analyze historical information to monitor trends•Develop, maintain, and execute procedures and proactively identify documentation compliance issues and initiate corrective action as necessary.•Develop, format and publish daily, weekly and monthly Key Performance Indicators related to Paratransit related services and measures.•Create carrier performance report cards for business review meetings to discuss past carrier performance and future expectations•Collaborate with Paratransit Delivery Manager for all transportation KPI and Metric data monitoring and reporting and communicate the data findings to the Executive Leadership Team.•Direct the Contractor regarding issues resolution and on-time service delivery in accordance with contractual obligations.•Effectively communicate daily, (and as needed) operational updates verbally, via e-mail, and via telephone with internal partners. •Liaise with other departments in order to execute effective and relevant transportation activities and support in relation to the organization’s overall operating functions.•Work with Finance and Accounting on data impacting performance.•Contribute to the publication of transportation financials•Act as a back-up to the Paratransit Service manager in attending meetings, conference calls, and overall acting as a representative of the department as needed.•Develop self through classes, seminars, software user conferences and/or organizational events in order to stay current in the Paratransit service delivery environment.

Jacksonville, Florida Area

• Direct oversight of Customer Service, Reservations, Dispatching and Scheduling• Ensure that each function is staffed appropriately to meet performance requirements.• Perform analysis of service demand and make adjustments as needed to ensure that service is operated at maximum efficiency• Monitor, evaluate and provide general supervision to Control Center staff including administering disciplinary action, employee reviews, counseling and commendations as required• Achieved a 10% increase in productivity and 7% improvement in on-time performance

• Review and evaluate applicants for program eligibility• Trapeze CERT database maintenance• Create and analyze Trapeze and Crystal reports• Maintain statistical data regarding client eligibility and ridership

• Responsible for all aspects of managing a call-center with a call-volume of in excess of 30,000 calls per month• In charge of recruiting, interviewing and hiring of call-center personnel• Managed staff of 18• Developed and facilitated training program for new hires• Maintained all attendance and personnel records

Jacksonville, Florida Area

• Proactively managed Automotive traffic for both multilevel, (completed autos), parts and raw materials. • Required extensive customer contact and field interaction• Responsible for producing reports in both Excel and Access• Responsible for production of internal and external PowerPoint presentations

• Accountable for developing and facilitating training program for all department new-hires• Developed and administered continuing education programs.• Responsible for acquisition of development and training materials used to provide continuing education to department personnel.