Michael Tranchida Email & Phone Number

North Stonington, Ct, Us

North Stonington, Connecticut, United States

Recruited to oversee the day-to-day activities of three customer service centers in Connecticut and Rhode Island for a leading North American distributor of propane, compressed natural gas, renewable energy, and related products and service.• Lead and supervise the field operations team consisting of 22 Drivers and 10 Customer Service Representatives providing propane to 20,000 residential and commercial customers; foster a positive and productive work environment.• Utilize strong communication and operations experience to manage customer service centers in Johnston, RI, Plainfield, CT, and Montville, CT; ensure profitable operations focused on customer and revenue growth with a unified team of employees.• Perform H.R. activities including hiring, training, coaching, mentoring, disciplining, evaluating, and firing employees.• Advise, supervise, and direct activities such as budget, management, inventory, credit, service, and delivery; maintain the fleet and stay current with inspections; ensure all regulatory and safety guidelines are followed and complied with.• Plan and organize field activities to meet project objectives and deadlines; allocate resources and manpower efficiently; implement quality control measures to ensure work meets established standards.• Interact with clients and customers as needed, ensuring their satisfaction with field operations.• Maintain accurate and up-to-date records of field activities, including project progress, expenses, and incidents.

Promoted to set up and manage a large new terminal in Everett, and oversee regional operations in NY, CT, and MA for the largest certified minority-owned ground transportation business in New England that moves companies and communities forward.• Developed and executed strategy to open and significantly grow a new branch from a 50-person team to 250+; oversaw daily operations of a fleet of busses serving contract and charter clients in a three-state market area.• Oversaw the construction and set-up of the new office in Everett, and led the operations and oversaw the performance of three locations during a high-growth period.• Facilitated effective communication between terminal staff, drivers, and other departments within the company.• Managed customer service activities and addressed/resolved customer issues in a timely and professional manner.• Designed transportation programs for the newly contracted Encore Boston Harbor account; grew account to 21 busses and 24/7 service providing employee shuttles to offsite lots, and five charter routes bringing guests from NH and MA to the casino.• Developed and tracked KPI’s for managers and supervisors and used data to continually improve operations.

Boston, Massachusetts, United States

Hired to leverage experience and help introduce / manage bus service as a company service offering.• Led and directed a team of 50 Chauffeurs and office staff to provide exceptional client service during a period of rapid growth while adding small bus chauffeured services primarily as employee shuttles for companies and universities.• Recruited, trained, supervised, monitored, and evaluated chauffer performance; managed and coordinated daily operations including assigning chauffeurs and vehicles to daily work based on clients’ needs; enforced safety policies and procedures.• Oversaw customer service operations to address passenger inquiries, complaints, and feedback; implemented initiatives to improve the overall customer experience; served as primary account manager for all shuttle operations.• Accompanied sales team on sales calls to secure new/incremental business with new and existing clients..

Hoboken, New Jersey, United States

Selected to assess current situation and improve operations at an underperforming terminal; commuted weekly from Boston for the largest privately owned and operated transportation company in the U.S. specializing in charter, commuter, and casino operations.• Provided leadership and direction to a team of 150+ drivers assigned to specific contracted, charter, and commuter jobs, ensuring compliance with Department of Transportation regulations and company safety standards.• Oversaw and optimized the scheduling of bus routes and driver assignments, and coordinated with Operations & Planning office, analyzed data, and implemented strategies to enhance the overall effectiveness of the operation.• Trained a new manager to oversee scheduling at the Hoboken branch.• Assigned drivers to routes taking into account driver preferences, adapting to changing itineraries, utilizing drivers with special qualifications, and adding/removing jobs based on customers’ needs.• Addressed customer concerns related to scheduling, delays, or other operational issues.

Boston, Massachusetts, United States

Promoted and relocated to manage the activities of over 100 drivers at a high-volume location.• Oversaw the day-to-day operations of the Boston branch, ensuring efficient and effective transportation services; managed bus schedules, route planning, maintenance, and coordinating with various departments to optimize overall performance.• Developed and optimized bus schedules to ensure timely and cost-effective transportation services primarily for contracted and charter high-profile clients including professional (NHL, MLS, NFL, MLB) and collegiate sports teams.• Supervised and coordinated the activities of the drivers, including hiring, training, disciplining, and firing when necessary.• Coordinated multiple jobs per driver each day to ensure efficiency and effectiveness of overall operation.• Implemented strategies to enhance customer satisfaction and immediately addressed inquiries or complaints.• Collaborated with internal sales and maintenance team to ensure smooth operations.• Worked cooperatively with neighboring terminals and outside transportation companies to ensure all jobs were covered.

Hoboken, New Jersey

Promoted to plan and organize bus routes and schedules to ensure efficient and reliable transportation services.• Scheduled and communicated daily with 150+ bus drivers to convey schedule changes, updates, and other relevant information; addressed and resolved any issues or concerns related to scheduling.• Assigned drivers to specific contracted, charter and commuter jobs ensuring compliance with all Department of Transportation regulations and optimizing operations, minimizing delays, and enhancing overall service quality.• Utilized proprietary software to create and manage bus schedules efficiently for drivers, ensuring that services aligned with demand and met operational requirements; combined multiple single runs to form a full daily schedule.

Hoboken, New Jersey

Coordinated and managed the daily operations of bus transportation services.• Oversaw the company dispatch board from company headquarters; monitored schedules to ensure on-time departures and arrivals, and addressed issues or emergencies that arose to ensure timely and safe transportation services for passengers.• Cultivated relationships and provided exceptional customer service to all internal line runs and contracted, charter, and commuter clients including collegiate and professional sports teams, U.S. military, businesses, and NJ Transit.• Maintained constant communication with bus drivers, providing instructions, updates, and addressing any issues; solved operational issues, (i.e. bus breakdowns), in a timely manner to guarantee customer satisfaction.