BRENDA J. SMITH475 Hale Avenue, Oakland, CA 94603 | 510-909-1628 | myjoy728@gmail.com

CAREER GOAL: CUSTOMER SERVICE OPERATIONS, AIRPORT INDUSTRYSpecializing in Quality Assurance, Two-Way Communication, and Emergency Response

Customer and Quality-driven Professional who possesses a track record of success anticipating and preventing escalated situations by deftly managing customer conflicts in a constructive manner. Career Highlights and Key Offerings:

Dynamic individual who has extensive experience engaging customers of all backgrounds and ages as demonstrated by 15+ years of experience interacting with over 2K individuals daily.

Proficient as a top performer in all aspects of emergency incident command response including situational analysis, resource positioning, and relationship building.

Self-motivated and forward-thinking individual that is highly skilled in staff training, customer support, troubleshooting, and site supervision.

Possess a Commercial Driving License (CDL) with endorsements; easily adapts to changing environments and technologies while continually manning communications through a two-way radio system.

ADDITIONAL STRENGTHS:

Quality Control Risk Management Emergency Response Customer Relationship Management Technical Support Optimizing Processes / Highly Organized Ensuring Regulatory Compliance Effective Communicator / Strong Presenter

PROFESSIONAL EXPERIENCE

HUMBLE INDEPENDENT SCHOOL DISTRICT – HUMBLE, TX 2015 – PRESENT

Bus OperatorEnsure the safe and on time transport of all passengers along assigned route. Leverage strong communication skills to communicate and instruct students and faculty entering, leaving and while in transport to and from school or special activities. Remain cognizant of environment and attentive to traffic and weather changes while staying on schedule and ensuring safety of passengers.

Perform daily safety test to ensure vehicles operate properly; test tires and other components. Enforce rules of conduct and respond to emergencies on the bus during transport. Maintain an accurate track of fuel, number of students transported and miles driven. Pick up students along established routes and drop them off at school. Follow precise schedules and adjust driving according to traffic and weather to meet arrival time goals for each designated drop point. Demonstrate proficiency in alpha codes and two way radio operations. Remain calm and in charge during emergencies, utilize specialized training honed throughout career as a Train Operator and Station

Agent. Quickly earned a distinction as a quick thinking resource able to mitigate crisis and avoid delays.

GEORGE BUSH INTERNATIONAL AIRPORT – HOUSTON, TX 2014

Supervisor, Air ServSelected based on prior industry achievements and excellent customer care skills to ensure the immediate accommodation of customer requests and special accommodations. Directed the administration of scheduling, attendance, and record management operations. Managed approximately 27 employees during each shift. Liaised directly with the on-site manager to guarantee the achievement of customer requirements. Guaranteed adherence to the company’s dress code and best practices.

Analyzed tracks and routes while consistently communicating with fellow employees via a two-way radio.

BAY AREA RAPID TRANSIT - SAN FRANCISCO, CA 1996-2013

Train Operator (2005-2013)Capitalized on customer service and quality assurance qualifications to transport up to 2K passengers across 10 cars on each prescribed shift. Tracked console and radio communications to guarantee regulatory compliance with established transportation guidelines.

Maintained 100% ownership for identifying passenger obstacles on the track, across the station, and/or platform.

Expertly leveraged knowledge of all technical equipment onboard to troubleshoot mechanical and electrical issues while working collaboratively with fore workers and technicians.

Assisted Employment Development Specialists and the training division to certify newly hired Train Operators. Recognized as a Top Performer throughout tenure for thriving in this highly pressurized and deadline-driven environment. Successfully tracked weather conditions to ensure the safety of all passengers and timely announcements of route changes.

Station Agent (1996-2005)Served as the front line support and one of the transit authority’s ‘face of brand’ providing direct customer support to thousands of customers daily. Initiated each shift by validating the state of the PA system.

Maintained a positive and calm demeanor while responding to customer concerns and questions regarding routes and timelines. Delivered assistance to customers utilizing the automate fare systems, turnstiles, and ADA-accessible gates. Reported directly to operational managers on emergency response situations detected during high-volume commute periods.

Highlighted Achievements:► Confidently mitigated an emergency situation as a child’s fingers became stuck in the station’s escalator. ► Additionally, remained calm for the child’s mother and the surrounding crowd while medical technicians diffused the hazard and

transported the family to the local hospital. ► Acknowledged by customers for keeping apprised of routes, fare prices, transfers, and prominent tourist attractions.

Possesses 10 years of additional expertise as a Dialysis Technician