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 areas include financial settlement, contact center, fare media fulfillment, software configuration, test and quality assurance, field services, retail sales and system IT.• 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 management, and external collaboration with Chilean strategic business partners, local government officials, and consultants.• 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 – present• Advised and commented on system design and business rules impacting bridge operations, including customer correspondence and skip tracing• Tracked, analyzedand reported operational statistics and trends, such as the cash payment network• Reviewed ad hoc system update release notes and test results prior to implementation• Investigated discrepancies in the historical reporting of transaction and revenue reportingMetropolitan Transportation CommissionBAIFA I-680 Express Lanes Testing and ImplementationApril 2016 – present• Reviewed and commented on lane system design and interface control documents, and test scripts between the lane and CSC systems• Prepared a list of CSC lessons learned and best practices to mitigate risks during implementation• Provided ad hoc analysis and support on a variety of issues impacting Express Lanes system development and implementation, including CTOC interoperability and existing back-office system compatibilityTransportation Corridor AgenciesCSC System ProcurementOctober 2015 – May 2016• Drafted customer service center (CSC) system procurement documents• Prepared proposal evaluation criteria, technical response format and questions, price proposal form and contract addenda• Primary editor of the Proposal Information and Proposal Requirements sections

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 reconciliation/reporting.> Manage vendor agreement between Xerox and Bay Area Toll Authority for CSC operations and serve as primary point of contact for all contractual issues. Ensure that program deliverables meet or exceed 45 contractually-defined key performance indicators (KPIs).> Direct Managers in running daily service center operations, planning/forecasting workforce schedules for call center and processing, developing/updating policies and procedures, training and coaching, and capturing operational statistics/data.> Manage shared-services Technical Operations relationship to maintain high-volume customer service database, website and telephony systems. Coordinate issue resolution and escalate as necessary. > Collaborate with Xerox IT managers and direct reports to plan and deliver program and system enhancements. Oversee requirements development and documentation, develop team and individual timelines, identify and resolve potential bottlenecks.> Champion reduction in customer effort and enhancement in customer experience through improved self-service options, CSR training, and process improvements. Promote the development and implementation of new operational policies/procedures to enhance program effectiveness and efficiency, including Lean Six Sigma process improvements. Pursue the measurement of customer experience metrics and analysis of unstructured text feedback.> Responsible for financial health of $25 million annual project budget. Oversee review and submission of weekly business unit P&L forecast for current month, end-of-month variances, and quarterly reforecast of projected annual revenue and EBIT.

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 for vendor agreement between Xerox and Orbitz Worldwide. Worked with client, Xerox team, and direct reports to address agreement changes and discrepancies.> Identified key performance indicators (KPIs) and quality assurance standards not included in base contract, developed means to capture and report information, and initiated coaching, training and process improvement opportunities. > Worked with domestic and international teams to seek out, develop and execute quality and process improvements for cost optimization, productivity improvements and transaction error reductions. > Responsible for financial health of $6 million annual project budget. Presented annual budget, reforecasted each quarter based on current trends, and oversaw review of forecast to actual.

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 necessary improvements

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 goals, then directed supervisors to meet or beat goals, or improve performance where necessary> Coordinated with Reservations senior management and other managers in multi-site network to determine and apply consistent policies and procedures throughout workforce> Worked with System Operations to address work scheduling and call routing issues> Collaborated with other functions within American to prevent or resolve escalated customer service issues> Restructured and renegotiated American Airlines’ outsourced ticket fulfillment processing agreement, saving approximately $1.5M over a two-year period

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> Developed home-based agent policies and procedures in conjunction with Reservations managers and senior management> Supported local call centers in hiring needs and equipment procurement

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 contractual agreement.> Led the development of American’s commercial alliances with international airlines by analyzing the strategic and financial value of additional alliance opportunities, planning and coordinating new projects, addressing new and ongoing operational issues, and reporting shared route passenger traffic and revenue.> Collaborated across functions within American Airlines and with alliance carriers to plan, develop and implement business initiatives, and to address operational issues.

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.

Mba, Marketing & International Business

Education record