Rachel MacDonald
Oshawa
Summary
Professional Transit worker with 7 years in the field. Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive success. Track record of fostering productive work environments and achieving set goals with 16+ years of customer service experience.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Transit Bus Operator
Durham Region Transit
10.2020 - Current
- Maintained a clean and functional vehicle, conducting thorough checks before each shift to ensure operational readiness.
- Operated with safety and skill to avoid accidents and delays.
- Assisted passengers with special needs, ensuring a comfortable and accessible transit experience for all riders.
- Provided passenger assistance, collected fares and offered schedule and route information.
- Fostered a positive work environment by participating in team-building activities, sharing knowledge with colleagues, and maintaining a respectful attitude toward all passengers and coworkers.
- Provided exceptional customer service, addressing rider concerns with patience and professionalism.
- Resolved conflicts among passengers calmly and efficiently, maintaining a safe environment for all riders throughout their journey.
Customer Service Representative
DRT
01.2020 - 11.2020
- Reviewing all Specialized Services clients registered before 2015
- Responsible for mailing out an initial letter informing clients about the review, as well as an application packages to 700+ clients
- Reviewing applications once received
- Making follow up reminder calls regarding client’s due dates
- Organizing and tracking all applications received and pending
- Responding to LAGANs regarding the review
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Reservationist
DRT
11.2018 - 01.2020
- Answer calls in a timely manner around 70-100 inbound calls within an 8-hour shift
- Provide support to dispatchers by booking trips for customers in available time slots
- Receive and process customer trip booking requests, cancellations, confirmations and other adjustments by telephone or electronically
- Assist customers and provide information regarding ride bookings and available DRT services
- Assist in the documentation and facilitate resolutions of customer service complaints
- Demonstrate courtesy, patience and sensitivity in responding to each client and/or caregivers requests
- Accurately enter trip information into the system, including correct pick-up times, locations, assistive device, and fare payment method
General Manager
Taco Bell
05.2009 - 09.2018
- Manage and coordinate day-to-day operations of the business
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Leading and motivating staff to achieve goals
- Manage and provide support to employees and customers when dealing with difficult situations
- Managed budget implementations, employee reviews, training, and schedules.
- Developed and implemented strategies to increase sales and profitability.
Education
911 Emergency and Call Centre Communications Diploma -
Durham college
Oshawa, ON04.2016
Ontario Secondary School Diploma -
O'Neill CVI
Oshawa, ON06-2012
Skills
- Management and leadership
- Decision making and conflict resolution
- Efficient multi-tasker
- Verbal and written communication
Certification
- Class "C" Driver's License
- Air Brake "Z" Endorsement
- First Aid/ CPR Level C with Automated External Defibrillator
- AODA Training/Certification
- Workplace violence and harassment prevention training
- Clean Police Check
- Clean Driver's abstract
- WHIMIS
Timeline
Transit Bus Operator
Durham Region Transit
10.2020 - Current
Customer Service Representative
DRT
01.2020 - 11.2020
Reservationist
DRT
11.2018 - 01.2020
General Manager
Taco Bell
05.2009 - 09.2018
- Class "C" Driver's License
- Air Brake "Z" Endorsement
- First Aid/ CPR Level C with Automated External Defibrillator
- AODA Training/Certification
- Workplace violence and harassment prevention training
- Clean Police Check
- Clean Driver's abstract
- WHIMIS
911 Emergency and Call Centre Communications Diploma -
Durham college
Ontario Secondary School Diploma -
O'Neill CVI
Similar Profiles
Christopher BakerChristopher Baker
Community Ambassador at Durham Region TransitCommunity Ambassador at Durham Region Transit
Avril VivianAvril Vivian
Conventional Operator at Durham Region TransitConventional Operator at Durham Region Transit
AJAY KUMARAJAY KUMAR
Para-Transit Driver at Durham Region Transit (Voyago)Para-Transit Driver at Durham Region Transit (Voyago)