• Develop web content for bus service planning projects, providing information to the public.• Conduct operational analysis on bus network trends to assess market demand and performance.• Serve as Project Manager for all corridor projects and delivery of internal and external programs.• Attend external meetings with other transit agencies, state and government agencies as a representative of NJT to address any concerns or impact to service.• Team with Capital Planning in the creation of Grant Applications prior to the submission to FTA.

• Increased productivity and efficiency by developing automated Excel reports and processes to generate daily, weekly, and monthly reports for ridership, inclement weather, and staff scheduling. • Streamlined analysis of statistical data for accuracy in forecasting ridership trends by 14%.• Created spreadsheet to evaluate and optimize daily and monthly performance data that reduced service delays from 25% to 17%.• Convened weekly staff meetings to address operational issues and concerns, team member scheduling, professional training, program development and performance.• Provided organization process training for best practices and proposed new ways of entering data with new automated sheets and cross-training processes.• Utilized partial budget limitations in orderings supplies and in distributing overtime pay. • Developed and maintained positive professional relationships with drivers and safe, reliable outside carriers to ensure seamless new carrier set-up, minimize turnover and maximize ongoing productivity.• Proactively searched for ways to improve current processes and reduce repeated issues by identifying common causes. Developed and maintained operational processes through documentation updates and cross-training.

• Investigated 30+ daily related accidents and incidents involving company vehicles from four bus depots; initiated documentation process for accidents and incidents for filing and tracking, provided follow through and conflict resolution.• Performed administrative duties such as driver counseling, development, and monitoring KPIs.• Communicated with drivers, customers, and company personnel to resolve service issues, routing and/or planning, mechanical problems, and pay related issues.• Maintained relations with customers by organizing and developing specific customer-relation programs and representing company at community events, training sessions, and award ceremonies.

• Provided leadership and direction to staff and assisted in the investigation and resolution of problems such as employee conflict, bus accidents and incidents, and customer complaints.• Spearheaded and appointed as key agency contact for strategic planning and safe transport for delegates of the 2016 Democratic National Convention (DNC).• Assisted in creation of operating policies and procedures, resulting in a decrease in incidents by 32%.• Evaluated performance and provided counseling and coaching to staff. Assisted in personnel action, such as team meetings, promotions, transfers, terminations, and disciplinary measures.• Provided leadership, training, and mentoring of 30+ direct reports.• Developed and implemented a staggered shift pattern, reducing response time from 16 minutes to 7 minutes.

• Coordinated with internal and external departments to improve efficiency and productivity by 11% during environmental disruptions through data-management procedures.• Created unique reports that provided customers with information, based on customer or department needs.• Recommended ways to increase productivity by developing automated reporting applications and consolidating sources of information.• Performed a comprehensive analysis of operations data by increasing schedule adherence by 28%.• Reviewed and analyzed organization data to identify system-wide opportunities for improvements in a variety of areas; used data to drive performance improvement efforts.

• Created sophisticated Excel spreadsheet models to analyze on-time pick-up performance metrics, increasing from 71% to 89%.• Supported teams in presenting plans, ideas, and concepts to senior management in a logical and persuasive manner.• Developed and led projects to migrate a team of 24+ direct reports from an MS DOS platform (Trapeze) to a cloud-based business intelligence platform (Routematch), while simultaneously assisting in the expansion of doubling the size of the operations department. • Managed troubleshooting of system applications by working on systems’ problem resolution with Information Systems Division and vendors; supported continuing development of current and future system applications.

• Responsible for the daily tracking, dispatching, and managing of 160+ paratransit vehicles and operators while completing pick-ups and drop-offs.• Oversaw, collected, and analyzed performance data daily for 100+ bus operators.• Utilized outstanding problem solving, analytical, and active listening skills to de-escalate customer complaints with tact and ease.• Answered 200+ calls daily from drivers, customers, clients, and management.• Assigned schedules, planned routes, and monitored vehicle movements to provide safe, on-time service and meet customer requirements, including managing exceptions on driver ETA adjustments based on pick-up and drop-off schedules, and other environmental factors on the road.