Janna Willardson 4010 Morman Lane, Addison, TX 75001

972-661-9642 (home) 214-924-2327 (cell)

PROFESSIONAL EXPERIENCE
COACH AMERICA July, 2008 - October, 2010
Director of Customer Service Call Center/Project Manager
* Relocated dispatch and billing offices to Dallas, TX for the Railcrew Transpo
rtation Division of Coach America. Created, implemented and executed the plan in
cluding software changes, new call center design, hiring, training, SOP developm
ent and implementation.
* Managed the start-up team of IT, Telecommunications, Field Personnel, and Cor
porate staff to execute the plan.
MV TRANSPORTATION May, 2007 - July, 2008
Call Center Director/Project Manager
* Managed Paratransit Call Centers with trips of 6,000/day - 24/7/365.
* Determine changes to processes, systems which will benefit the clients, proce
ss time, employees or overall service.
* Managed start-up of new contract in San Jose, CA with over 400 vehicles and 8
00 drivers including managing start-up plan from bid model to implementation.
* Responsible for P/L statements for largest paratransit call centers in U.S.
* Implement all projects within the contract agreed upon timeframe.
* Client contact for WMATA Contract in Washington D.C.
GREYHOUND LINES, INC. (1985 - 2007)
General Manager, Telephone Information Centers September 2004 - April 2007
* Manage Canadian and US call centers including sales initiatives with 26 milli
on calls a year.
* Implement technical changes, manage projects and develop cost saving strategi
es.
* Manage all points center for national transportation company with sales of 85
0 million/year.
District Manager October 1996 - September 2004
* Manage company terminals and agencies in Texas, Oklahoma and New Mexico with
sales of $90 million. This includes:
* Operations of 9 large company terminals and 190 large to small agencies; 24/7
.
* Develop and implement new sales markets, operations plans, employee recogniti
on programs and relocate terminals.
* Solve any crisis within district including accidents, union intervention, emp
loyee issues and theft issues.
* Implement strategic planning for the company. This includes:
* Work with every agency and terminal to ensure their operational success. Trav
el to all locations and resolve issues, improve relations and work with the loca
l governments to service the communities.
* Manage the process of relocating terminals and be a member of task forces wit
h city planning groups for intermodel possibilities.
* Budget implementation.
* Valuing employee programs - mentoring, building bench strength, training and
coaching
* Member of the Crisis Management Team. Handle customer issues, assist in inves
tigating accidents, assist family members and handle media interviews.
* Served as V.P. of Union Bus Company in Oklahoma City, OK.
VALUE TO EMPLOYER
* 23 years experience in management and leadership rolls in field operations, c
all centers, customer service and corporate environments.
 * Competencies include managing $90 million budget, staff of 800 hourly and 17
management employees and implementing all goals set forth by strategic planning.
* Special training in media interviews, crisis management, organizational skill
s, process management and leadership.
* Project Manager for start-ups from 150 employees to 400 employees within 60 d
ays. Created and implemented plan for on-site offices, hiring, training, equipme
nt and software.
* Mentored by Sr. V.P. through Mentiuum 100 (mentoring program for female execu
tives).
EDUCATION
Wartburg College, Waverly, Iowa
B.A. in Business Administration