Marlon Stacker
Ofallon
Summary
General Operations Manager with extensive background including 39 years administration and management experience. Supervise daily operations and organizations. Strong competencies for addressing operational issues and concerns quickly. Determines staffing requirements, work assignments and schedules for new projects. Excellent skills hiring and recruiting to develop high-performing teams. Ability to listen to internal/external customers and employees, empathize and act to ensure their needs are met. Received extensive training in and possess knowledge of Metro’s Transit Operations, including MetroBus, Customer Service, and some Planning and System Development. Possess considerable knowledge of street geography of metropolitan St. Louis. Comprehensive understanding of desirable fiscal management and strategic guidance practices. Mindful prioritizer addressing organizational objectives with thorough task-completion roadmaps. Strong leader and problem-solver dedicated to streamlining operations
Overview
27
27
years of professional experience
Work History
General Manager Metro Bus Operations
Bi-state Development Agency Mo
01.2024 - Current
- Lead a staff of over 50 managers and directors and over 600 represented bus operators in Missouri and Illinois.
- Oversee the day to day operations of the Illinois MetroBus Service in St. Clair and parts of Madison County.
- Develop and implement policies, procedures and programs designed to create and retain satisfied and engaged employees and customers.
- Collaborates with Agency management as well as St. Clair County Transit District to ensure the service operating in Illinois is run efficiently and effectively.
- Established a collaborative relationship with union leadership and members to foster a productive work environment.
- Preside over 2nd-Level and 3rd-Level disciplinary hearings and administer fair and appropriate discipline in line with Standard Operating Procedures and the MetroBus Operations Guidelines to Excellence.
- Developed and executed plans to meet unexpected situations, new developments, emergencies and changes in the business environment.
- Participates in community outreach activities for the Illinois Service Area including but not limited to general public meetings and meetings with specific interest groups.
- Represent Metro as a member of community forums.
- Work with local politicians and municipalities to facilitate improvements to the streets and customer amenities along our routes.
- Arrange and manage efforts to attract and retain quality employees through various hiring events elevating manpower levels to meet required service level.
Assistant General Manager Bus Operations
Bi-state Development Agency Mo
05.2021 - 01.2024
- Managed Metro Bus service area team consisting of four Service Area Managers and twenty two Transit Service Managers(Bus).
- Oversaw Bus Operations Control Center consisting of one Superintendent, two Senior Transit Service Managers (Radio Dispatchers). Team provides support, security, and safe operations for all bus operators in revenue service and in bus facility operations.
- Developed and implement polices, procedures and programs designed to create and retain satisfied and engaged employees and customers.
- Preside over 2nd-Level and 3rd-Level disciplinary hearings and administer fair and appropriate discipline in line with Standard Operating Procedures and the MetroBus Operations Guidelines to Excellence.
- Participates in community outreach activities for the Illinois Service Area including but not limited to general public meetings and meetings with specific interest groups.
- Represent Metro as a member of community forums. Work with local politicians and municipalities to facilitate improvements to the streets and customer amenities along our routes.
Director of Customer Service Operations
Bi-state Development Agency Mo
12.2012 - 06.2021
- Directed a staff of twenty four ATU clerical workers, a department supervisor and a department manager.
- Oversaw the day to day operations of the department through creating and managing an effective interface between Metro and the customers.
- Developed and implemented policies, procedures and programs designed to create and retain satisfied and engaged customers.
- Collaborated with Agency management in the development of service programs designed to produce demonstrable improvements in the Agency’s customer service.
- Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
- Developed quantifiable measures of the total transit system and the customer’s experience.
- Collected, analyzed, and summarized data, customer contacts, and other relevant information for agency management.
- Reported customer feedback to planning and research staff to ensure the customer’s experience is a part of the planning process. These reports assisted other divisions manage personnel and procedures through incorporating the customer contacts into their logic.
- Participated in community outreach activities including but not limited to general public meetings and meetings with specific interest groups.
- Provided Agency management with summaries and analyses of community input to support decisions such as service planning.
Fire Captain
City Of East St. LOuis
09.1997 - 05.2020
- Led team in fighting fires and exercised considerable judgment in deciding best way to extinguish based on type of fuel and environment.
- Compiled and maintained log books, run reports and training records.
- Responded to emergency medical calls to perform lifesaving procedures and other emergency medical services.
- Directed work of 12 firefighters engaged in extinguishing fires.
- Inspected apparatus, equipment, grounds, and stations for proper order and condition.
- Preserved order and discipline among subordinates and gave assignments and instructions.
- Conducted periodic firefighter written performance evaluations and completed written recommendations on probationary firefighters.
- Oversaw scene operations and assigned firefighters to strategic locations.
Manager of Customer Service Operations
Bi-state Development Agency Mo
07.2010 - 12.2012
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Monitored service staff performance and provided feedback for improvement.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
Education
Bachelor of Science - Marketing Management And Research
Grambling State University
Grambling, LA12.1985
Skills
- Supplier Monitoring
- Labor Negotiations
- Oversee Administrative Functions
- Job Assignments
- Strategic Decision-Making
- Constructive Feedback
- Service Delivery Management
- Employee Supervision
- New Employee Hiring
- Customer Engagement
- Operational Efficiency
Timeline
General Manager Metro Bus Operations
Bi-state Development Agency Mo
01.2024 - Current
Assistant General Manager Bus Operations
Bi-state Development Agency Mo
05.2021 - 01.2024
Director of Customer Service Operations
Bi-state Development Agency Mo
12.2012 - 06.2021
Manager of Customer Service Operations
Bi-state Development Agency Mo
07.2010 - 12.2012
Fire Captain
City Of East St. LOuis
09.1997 - 05.2020
Bachelor of Science - Marketing Management And Research
Grambling State University
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