Tim Morrison Email & Phone Number

Concord, California

• Oversee services operations for Bay Area Clipper, a $30MM annual revenue fare collection project for 23 transit operators in the Bay Area, administered by the Metropolitan Transportation Commission (MTC). Services.
• Act as primary point of contact for MTC to address issues impacting Clipper operations, including system outages, fare media inventory and staffing shortages, and administer program enhancements through change orders.
• Successfully led services operations through Covid period, keeping project profitable throughout following a 60 percent reduction in transactions.
• Advance the presence, growth and development of Cubic systems in Chile and other Latin American countries through internal collaboration with sales, legal/contracts, costing/pricing, product development and program.
• Lead and coordinate the Cubic team on contracts, agreements, costing/pricing and review packages pertaining to Latin America.

San Francisco Bay Area

• North Carolina Turnpike AuthorityCSC Reporting and Monitoring, Analytical Support, Vendor OversightAugust 2016 - present
• Introduced additional reporting, process enhancements, efficiencies and best practices to improve day-to-day operations of the NC Quick Pass CSC program
• Provided analytical support for managing the staffing vendor contract
• Provided historical lane transaction disposition tracking, reconciliation and reporting
• Provided other analytical assistance as required with marketing, customer contact and CSC planningGolden Gate Bridge, Highway, and Transportation DistrictCSC Reporting and Monitoring, Operations SupportJanuary 2016 –.
• Advised and commented on system design and business rules impacting bridge operations, including customer correspondence and skip tracing

San Francisco Bay Area

Oversee operations of customer service center supporting SF Bay Area bridges and toll roads, serving 1.6 million account holders and processing 110 million transactions annually. Lead and motivate staff of 200 employees, including contact center, correspondence/payment processing, toll tag fulfillment, quality assurance and financial.

Greater Nashville Area, TN

Oversaw global operations of Orbitz Worldwide electronic and paper ticket processing, and tier-1 ticketing support. Led project staff of approximately 100 employees located across three sites in the United States and the Philippines, covering multiple transaction processing, contact center, and other customer service functions. > Primary point of contact.

Miami/Fort Lauderdale Area

> Assumed primary leadership position in $12M annual revenue privately-owned company, establishing financial controls, implementing marketing strategies, and eliminating unprofitable ventures> Successfully negotiated $5.75M loan package to rescue principal business from foreclosure, consolidate higher interest debt, and provide working capital to pay for.

Dallas/Fort Worth Area

Led staff of up to 25 direct reports in American’s largest call center (2,000+ agents) in training, directing and motivating up to 600 non-exempt agents in multiple inbound and outbound call functions > Collaborated and negotiated with AA’s Reservations Staff and System Operations to set annual call performance, agent attendance and adherence budgeted.

Dallas/Fort Worth Area

Promoted to spearheaded efforts of Human Resources, Employee Relations, Information Technology and Reservations to develop and launch a home-based reservations agent program, a strategic initiative to improve service and reduce overhead. > Planned milestones, tracked progress and led weekly conference calls to ensure on-time program implementation>.

Dallas/Fort Worth Area

> Managed American’s strategic alliance with Iberia Airlines through analysis of additional alliance opportunities, planning and coordinating new projects, and traffic and revenue reporting.> Led development of American’s shared services agreement with Aerolíneas Argentinas through analysis of structural and financial components, and administration of.

Dallas/Fort Worth Area

> Identified shared services opportunity with regional Mexican airline, developed supporting material for contract negotiations, analyzed traffic and revenue data following implementation> Analyzed traffic and revenue data on existing shared service alliances with partner airlines in Canada.

Dallas/Fort Worth Area

> Addressed system issues and designed new enhancements for American’s passenger demand forecasting system user interface.> Coordinated monthly reservation system optimization of fare class hierarchies on all routes to maximum revenue opportunities for local vs. connecting traffic across American’s network.

Bsba, Finance, Spanish

Activities and Societies: AIESEC, Georgetown University Alumni & Student Federal Credit Union

Education record

Semester study-abroad in Caracas, Venezuela with the University of Texas at Austin MBA program, and the first student to participate in.

Mba, Marketing & International Business

Education record