Mark Roberts

• Manage and support scheduling operations in the geographic Service area to ensure resources, equipment and staffing are appropriate to fulfil requests for transportation
• Recruit, onboard, train, orient, supervise and evaluates staff/volunteers
• Direct and supervise staff/volunteers in work assignments
• Annual performance review of direct reports
• Ensure all staff follow established policies, procedures and practices
• Assist staff with the resolution of problems involving clients
• Ensure that service standards and procedures for client services are met through supervision
• Risk Management policies and practices including incident investigations, reporting and management
• Maintain appropriate and timely documentation of events and issues
• Monitor client service with respect to adherence to standards and procedures and emergency policy issues
• Approve and submit time sheets to payroll
• Manage Accounts Payables as related to Transportation (vehicle maintenance, expenses) etc.

• Call taker to book patient transfers to and from various hospitals and Care homes /centres
• Liaise with Hospitals for safe transportation of Wheelchair and Stretcher Patients
• Liaise with Dispatch for vehicle and equipment utilization throughout southern Ontario
• Customer service, booking, processing payments, scheduling service
• Utilization of SantaCruz reservation system, and various Microsoft Applications.

• Intricately work with client to resolve customer service issues through internal CRM program
• Manage and respond to customer complaints, concerns, suggestions, and compliments
• Data collection and analysis
• Client / Customer Reporting
• Internal customer service/motivational classroom instruction of employees
• Customer Service /Operator Incentive Program implementation
• YRT Rodeo Committee Member (and MC) -Liaison with York Region Transit and Operators
• Responsible for Lost and Found Program and distribution
• Workplace Safety
• Classroom Instructor / facilitator New Hire, Ongoing Training (Adult Learning)
• Behind The Wheel Commentary Training, New Hire, and Ongoing Training
• PRESTO introduction and training
• Labor Relations
• Accident Response, Investigation, Reporting and Follow up
• Risk Management and Adjuster liaison.

• Enhanced site security by conducting thorough access control procedures and visitor screenings.
• Maintained a safe environment for high-profile clients by providing discreet personal protection during events and meetings.
• Demonstrated adaptability in high-pressure situations by effectively managing unexpected incidents while maintaining professionalism and composure.

Monitor and manage service of all Transit / Mobility vehicles for York Region Transit (South West division)

Improved network reliability by proactively monitoring and addressing potential issues.

Contributed to business continuity planning by developing comprehensive disaster recovery strategies for the organization''s network infrastructure.

• Provided exceptional customer service, addressing concerns and resolving issues promptly.
• Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.
• Ensured timely deliveries by strictly following routes, using GPS navigation systems, and staying updated on road conditions.

• Startup of new BRT service in York Region
• Certificate of Graduation
• THSAO Defensive Driving Course
• WHMIS
• Going for Green – Customer Service Program
• Smith Defensive Driving Course
• Transit Ambassador Customer Service.

• Led a successful sales team by providing motivational coaching and performance-based incentives.
• Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
• Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.

• Improved ramp safety by conducting regular inspections and implementing updated safety protocols.
• Reduced aircraft turnaround time with meticulous planning, coordination, and communication among the team members.
• Collaborated with airline representatives to resolve any operational issues and improve overall service quality.
• Achieved timely flight departures through effective management of ground handling services, including baggage handling, fueling, and cabin cleaning.

• Streamlined communication between drivers and customers, ensuring timely pickups and Transportation between Terminals and Aircraft.
• Resolved customer issues promptly, leading to increased satisfaction rates and repeat business.

• Expanded key account base by identifying and cultivating new business opportunities.
• Strengthened client relationships through regular communication and New product promotions
• Negotiated contract renewals with existing clients, securing long-term commitment and fostering ongoing collaboration.

• Increased sales revenue by implementing effective sales strategies and fostering strong client relationships.
• Exceeded quarterly targets consistently by identifying new business opportunities and executing targeted marketing campaigns.
• Led sales presentations and product demonstrations, showcasing unique value proposition and new products to potential clients.

• Maximized on-time departures by promptly and accurately fueling planes according to flight schedules.
• Enhanced team collaboration through effective communication during refueling operations.

• Increased productivity by maintaining a safe and organized work environment, adhering to all safety regulations and guidelines.
• Adhered to strict industry standards and specifications while assembling components, ensuring high-quality products for clients.

Crew Chief on C-130 Transport Aircraft

Teaching Technical English and Maintenance Technics to Saudi Air Force Personal

Isocronal Inspections and in depth Maintenance- Engine run qualified

Airframe Mechanic on Various Military and Civilian Aircraft

Duties included Visiting Aircraft handling (FBO Equivalent)

Royal Flight - VIP Aircraft handling and Protocol