Open to opportunities

Quintara Thomas

@quintarathomas

Message

I lead transportation operations, dispatch teams, and customer service improvements.

United States

Message

What I'm looking for

I'm looking for an operations or customer service leadership role where I can improve service quality, develop teams, use performance data to solve real-time challenges, and strengthen cross-functional execution.

I've led transportation and dispatch operations for Transdev, MV Transportation, Big Star Transit, and Loffit Equipment, balancing live service delivery, staffing, scheduling, customer escalations, and operational continuity.

In my current Dispatch Manager role at Transdev, I monitor on-time performance, missed trips, operator productivity, and service quality while coordinating corrective action for disruptions, emergencies, complaints, and delayed trips.

I've built SOPs and training materials, coached dispatch and operations teams, and used performance analysis to improve consistency, accountability, and customer experience.

My background spans ADA paratransit, contact center operations, workforce planning, technician scheduling, B2B customer relationships, fleet activities, and cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Current

Dispatch Manager

Current

Transdev

May 2025 - Present (1 year 4 months)

Led daily ADA paratransit dispatch operations, supervised personnel, and balanced staffing and scheduling to ensure seamless service delivery. Monitored KPIs, resolved escalated issues, and implemented process improvements.

Dispatch Operations KPI Analysis Staff Supervision Process Improvement GPS Scheduling Systems

Customer Service Specialist

Loffit Equipment

Feb 2024 - Feb 2025 (1 year)

Acted as primary escalation point for high-priority customer concerns, coordinating with internal teams to ensure successful service completion. Managed service requests, scheduling, and documentation across multiple regions.

Customer Escalation Service Coordination Scheduling Documentation CRM Systems ServiceNow SAP

Network Operations Manager

Big Star Transit, LLC

Apr 2022 - Feb 2024 (1 year 10 months)

Directed transportation operations and contractor performance, ensuring service quality and contract compliance. Monitored service levels, managed incidents, and built B2B relationships.

Operations Management Contract Compliance Performance Monitoring Incident Management

Operations Manager

MV Transportation

May 2021 - Apr 2022 (11 months)

Led daily transportation operations, dispatch teams, and call-center performance. Analyzed KPIs, implemented workflow improvements, and managed escalated customer issues.

KPI Analysis Operational Audits Team Leadership

Dispatch Supervisor

MV Transportation

Nov 2019 - May 2021 (1 year 6 months)

Supervised dispatch operations, driver availability, and real-time communications in a high-volume environment. Trained and evaluated staff, monitored metrics, and implemented process improvements.

Dispatch Supervision Training And Evaluating Staff Performance Monitoring Process Improvement Customer Escalation

Dispatch Lead & Supervisor

MV Transportation

May 2015 - Nov 2019 (4 years 6 months)

Managed daily dispatch communications, trip assignments, and real-time service delivery. Resolved client concerns, monitored communications, and balanced workloads to ensure reliability.

Dispatch Operations Real Time Communications