Amber Wilson
Fairburn,GA
Summary
Dedicated Transit professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Reliable employee seeking Dispatcher Radio Communications position. Offering excellent communication and good judgment. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Dispatcher Rail Transportation
MARTA
01.2024 - Current
- Collaborate with 6 fellow dispatchers to maintain a seamless workflow during shift changes promoting teamwork by proactively assisting others when needed.
- Manage approximately 40 incoming calls, emails, and faxes daily from Operators, Supervisors, Training, and Superintendents daily while ensuring the accuracy of data entry.
- Monitor daily extra board adjusting 4-30 open work runs accordingly, assigning to operators based on seniority.
- Verify driver credentials before assigning work.
- Maintain accurate records of attendance, vacation days, and payroll.
- Work with Superintendents closely providing administrative duties and preparing documents for review pertinent to Railroad Incidents and Accidents.
- Manage conflict resolutions with Rail Operators and other personnel to encourage professional relationships and promote respect.
- Streamlined extra board revision by 50% increasing daily work coverage.
Dispatcher-Radio Communications
MARTA
06.2022 - 01.2024
- Observe and analyze multiple computer-generated displays and verbal reports from Division Dispatchers, Field Supervisors and Bus Operators.
- Performs constant visual monitoring of 100 buses on MARTA's AVL system and communicates by radio and telephone with various internal and external personnel.
- Supervise ongoing communications with all MARTA operations, Police, and 30 Field Supervisors via Supervisor channel.
- Communicate with Division Dispatchers, MARTA Police, Management, Upper Management to update bus route service via Twitter.
- Responsible for interpreting management policies and union contract regarding bus operation practices.
Rail Operator
MARTA
03.2019 - 06.2022
- Regulate vehicle speed and stoppages to meet expected schedules.
- Transport approximately 1200 customers safely daily by reporting delays, troubleshooting mechanical issues and emergencies.
- Contacted Rail Service Control Center personnel to report vehicle issues, malfunctions and other problems.
- Operated communication system in accordance with ADA regulations, announcing stops and other critical information to passengers.
- Efficiently coupled, uncoupled and switched railroad cars within rail yard based on current operational orders.
- Observed and responded to wayside and cab signals, including color light signals, position signals and hot box detectors.
- Monitored lights indicating obstructions or other trains ahead and watched for car and truck traffic at crossings to stay alert to potential hazards.
- Added or detached loads by coupling or uncoupling cars.
Bus Operator
MARTA
07.2015 - 03.2019
- Operated bus and navigation equipment in alignment with company safety, DOT and local traffic standards and regulations.
- Performed pre-trip inspection and testing of transit bus for mechanical problems before beginning scheduled run.
- Drove over 51 established routes and maintained knowledge of streets, bus stops, delivered positive passenger experiences and followed schedules and routes to maintain an 87% on-time performance consistently.
- Reported vehicle issues to Radio Communications and mechanics for immediate scheduling of repair work.
- Immediately provided help to passengers in distress, contacting dispatch to report incidents, bus location and passenger emergencies.
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety. Provided route, schedule and fare information to passengers.
Technical Support Representative II
AT&T
05.2012 - 05.2015
- Resolved a diverse range of technical support issues for customers with end-users complex technical issues by translating into digestible language for non-technical users.
- Assisted customers in identifying issues offering troubleshooting solutions to restore service and functionality and submitted service tickets for equipment maintenance requests.
- Submitted service tickets for equipment maintenance requests for Wi-Fi, Direct TV and Landline
- Identified potential sales and cross-selling opportunities in course of delivery of support services.
- Fielded an average of 70 daily inbound phone calls to deliver support and remotely resolve service issues.
- Translated complex technical issues into digestible language for non-technical users.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
Dispatcher
AT&T
05.2008 - 04.2012
- Maintained updated and detailed records of calls into a database while closely monitoring the dispatch board to triage and prioritize over 50 daily calls.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals.
- Dispatched, routed, and tracked 300 fleet vehicles based on locations, needs, and worker availability for Central and Southern Regions.
- Coordinated repair schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
Education
Some College (No Degree) - Business Administration And Management
Bunker Hill Community College
Charlestown, MAHigh School Diploma -
Boston Technical High School
Boston, MA05.1985
Skills
- Electrical troubleshooting
- Passenger safety management
- Customer service
- Self-motivated professional
- Flexible & Adaptable
- Dispatching procedures
- Critical thinking
- Local route knowledge
- Closing tickets
- Verifying coverage
- Dispatching field personnel
Affiliations
Phi Theta Kappa
Timeline
Dispatcher Rail Transportation
MARTA
01.2024 - Current
Dispatcher-Radio Communications
MARTA
06.2022 - 01.2024
Rail Operator
MARTA
03.2019 - 06.2022
Bus Operator
MARTA
07.2015 - 03.2019
Technical Support Representative II
AT&T
05.2012 - 05.2015
Dispatcher
AT&T
05.2008 - 04.2012
Some College (No Degree) - Business Administration And Management
Bunker Hill Community College
High School Diploma -
Boston Technical High School
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