1. RODOLFO V. LERMA III
6202 Roxbury Dr. Apt # 10104
San Antonio, Texas 78238
(210) 632-6933
rodolfo.lermaiii@att.net
OBJECTIVE
Experienced and resourcefulManager seeks new and expanded opportunities with an organization
that needs the skills of a proven performer.
SUMMARY
 Background includes experience working in a collective bargaining environment,
transportation management, inventory management, team training, budget management, and
customer service.
 Loyal and dedicated team player who can be counted on to consistently attain better than
expected results.
 Excellent supervisory, organizational, and time management abilities – accustomed to handling
multiple ongoing activities in a fast-paced and time-sensitive environment.
 Bilingual with the ability to conduct formal business in English and Spanish.
 Computer skills include Microsoft Office (Word, Excel, and PowerPoint), E-mail, and
proprietary applications used for transportation management.
EXPERIENCE
Sonterra Medical Management, San Antonio, TX 08/15/16 – 08/26/16
Served as a frontline customer service associate at central call center.
Pre-Appointment Specialist
Initial point of contact to schedule office and/or surgical appointments. Responsible for
authorizations, insurance verification, and appointment setting and to provide pre-operative and
post-operative instruction. Gathers pertinent information from insurance carriers, financial
counselors, and other ancillary staff to make certain patient is not financially obligated for services
provided.
GREYHOUND LINES, INC., San Antonio, Texas 5/00 – 01/16
Progressively advanced to positions of increased challenges and responsibilities in support of
operations that include:
Operations Manager (2014 – 2016)
P&Lresponsibility for all terminal operations in San Antonio. Supervise a team of 30 union drivers
and work with senior management to facilitate route setup. Manage a team of 18 who provide
services that include Ticket Sales, Baggage Handling, and Package Handling. Recruit, hire, train
and handle all personnel actions.
 Mentor Operations Supervisors and other personnel here at this location, provide work
direction and supervision to staff, and works to ensure good labor relations.
 Organize monthly employee and driver safety meetings; manage transitional duty; driver run
bids and notification process. Control and work driver out of service by reducing the amount
of miss outs at location.
 Select and develops staff members to ensure strong bench strength at the location. Utilizes
resources and recruiting techniques to attract employees and limit turnover. Controls cost
through creative scheduling of part time employees to be betterutilized and to be able to spread
coverage over all three shifts.

2.  Assists City Manager in the resolution of customer complaints; get to the heart of the issue to
try to initiate a change in culture and thinking so we can reduce the amount of complaints for
the location.
 Worked with IT to initiate the new terminal transfer program where customers calling the
terminal get routed to call centers oversees to try to address their issues or sell them tickets
over the phone. Work with local personnel to keep the amount of returned calls missed from
the call center to a minimum.
 Have assisted the District by serving as Interim City Manager in Amarillo, New Orleans, and
San Antonio.
RODOLFO V. LERMA III . . . Page 2
EXPERIENCE (Continued)
Operations Supervisor (2006 – 2014)
P&Lresponsibility for all terminal operations in San Antonio. Supervise a team of 40 union drivers
and work with senior management to facilitate route setup. Manage a team of 10 who provide
services that include Ticket Sales, Baggage Handling, and Package Handling. Recruit, hire, train
and handle all personnel actions. Additionally . . .
 Work closely with corporate to facilitate capacity planning, evaluate route structure,and ensure
equipment is available based on projected ticket sales.
 Maintain driver personnel files, conduct Driver Safety Refresher Training, review driver
records to ensure compliance with DOT regulations, investigate and discuss grievances,
coordinate disciplinary action with union representatives,schedule drug tests and ensure driver
physicals are current.
 Handle all escalated customer service issues and consistently resolve issues at the terminal
level.
 Manage the terminal fuel inventory and prepare required reports for fuel usage and maintain
adequate inventory levels.
 Investigate all accidents, ADA Complaints, Service Failures, Workers’ Compensation Claims,
and prepared required reports.
 Mentor and develop team members for upward advancement.
 Reconcile ticket sales, prepare bank deposits, and manage an $8,500 cash-on-hand account.
 Consistently meet established goals for safety, customer service, and profitability.
 Participated in coordinating driver and bus relocations in response to Hurricane Gustav and Ike
evacuations.
 Selected asa member of the SCATTeam and review/implement policy and procedural changes
to reduce Workers’ Compensation injuries within the District 4 Region.
Lead Customer Service Associate (2003 – 2006)
Functioned as Terminal Manager in the absence of the incumbent and supervised up to 12 team
members on various shifts. Handled driver issues when Driver Supervisor was not on duty.
Additionally . . .
 Managed a cash-on-hand account of up to $5,000, reconciled sales and prepared bank deposits.
 Worked closely with operations to ensure meeting equipment needs for unusually high ticket
sales. Adjusted schedules and equipment as required.
 Reviewed Ticket Agent performance and ensured compliance with company policies and
procedures.
 Assisted the Terminal Manager with educating team members and ensuring seamless
implementation of new company policies.
Customer Service Associate/Terminal Trainer (2000 – 2003)
Quickly established an excellent record of performance as a Customer Service Associate and
promoted to Terminal Trainer.

3. RODOLFO V. LERMA III . . . Page 3
EXPERIENCE (Continued)
 Handled training of all new employees, completed performance reviews of team members,and
maintained personnel files.
 Conducted monthly Employee and Safety meetings.
 Managed shift operations and supervised up to two Ticket Agents and one Porter.
 Prepared shift sales reports and managed a $500 cash-on-hand account.
 Resolved escalated customer service issues and prepared reports for review by the Terminal
Manager.
Awards/Special Recognition:
 Above & Beyond Award Recipient
 Living the Greyhound Culture Award
EDUCATION
Honors Graduate, Roy Miller High School Center for Communications, Technology and the
Performing and Visual Arts, Corpus, Christi, Texas, 2001.
 Member of the National Honor Society and Spanish Honor Society
 Graduated as a Texas Scholar
 Permanent Honor Roll Designation
 Recipient of the Governor’s Award for Academic Excellence
Company Sponsored Professional Development:
 Management Safety Certification
 Alcohol and Drug Certified
 Family and Medical leave Act Certified
 Anti-money Laundering and Fraud Certified
 Accident Investigations
 Sexual Harassment Certified
 Adverse Weather Training
 Driver Training
REFERENCES AVAILABLE ON REQUEST