Kenneth Wilkerson
Operations Manager
Brookline
Summary
Dynamic Operations Manager with a proven track record at Block by Block, excelling in performance monitoring and customer service. Expert in fostering accountability and enhancing team morale, while utilizing advanced inventory management techniques. Successfully led quality assurance initiatives, ensuring compliance and rider satisfaction across all transit lines.
Overview
7
7
years of professional experience
Work History
Operations Manager
Block by Block
05.2025 - Current
- Organized a team of upwards of 10 supervisors in operations of quality assurance, reporting, and disciplinary action across all transit lines.
- Displayed customer service , greeting, and safety initiatives in MBTA stations.
- Oversee daily operations for the Transit ambassador program across MBTA stations, and ensuring staff are positioned according the clients needs.
- Utilize excel to accurately track attendance, staffing, and corrective action notices.
- Addressed safety concerns with staff and ensured each worker was informed of new policies and de-escalation techniques.
- Foster a strong, culture centered on accountability, recognition and incentives to boost morale and retention.
- Used SMART as a quality assurance process to evaluate Transit Ambassador performance, accessibility compliance checks to ensure consistency, professionalism, and rider satisfaction.
Shift Supervisor
Block By Block
08.2024 - 05.2025
- Assisted in building culture and a welcoming environment for patrons of public transport.
- Supervise and coached a team of 5-9 employees to ensure the clients needs are met.
- Deliver/retrieve uniforms & equipment to designated stations and Ambassadors.
- Provide friendly and efficient service to riders of public transportation ensuring that our staff is approachable and well informed.
- Stayed in contact and maintained consistent communication with the MBTA regarding all safety concerns, updates, and accessibility requests.
- Worked alongside other supervisors to ensure the stations are fully staffed, well equip and it’s personal are fit to serve the public.
Procurement Manager
Long Home
01.2024 - 08.2024
- Audit bath remodeling projects for measurement errors, confirming contract items, and ensuring we can deliver the work that was outlined by the sales department.
- Managed the survey team and coached them on accessing the conditions of roof & bathroom conditions. Oversaw Bathroom procurement department specialists and ensured accuracy across projects.
- Reviewed all scope of work lined in contracts and accessed on wether or not the operations department could deliver what was originally proposed by the sales team.
- Communicate with vendors and purchased necessary material such as Tubs, shower pans, acrylic walls, and plumbing fixtures.
- Worked in close proximity with the Warehouse manager and was responsible for restocking and keeping track of dead stock levels for in case of emergency jobs and service appointments.
Assistant Project Manager / Project Manager
Devlin Energy
12.2022 - 01.2024
- Activities included, creating proposals for re-roofs, estimating material cost, getting quotes from Distrubutors, scheduling jobs with crews while organizing material & dumpster drops offs, and procuring permits for the roofs as well.
- Worked as a Administrative assistant reporting directly to the VP & Project manager for various tasks such as scheduling, deliveries, and meetings.
- Conducted communication between the crews and the home owner and work with them regarding the re-roof portion of their solar experience.
- Checked in with homeowner and reached out to crews Incase of any issues that needed to be addressed.
- Provided crews with support and feedback regarding jobs and conveyed expectations of each job in a timely manner.
- Took over the project management department full time between Oct 2023- Jan 2024
Patient Transport Supervisor (BMC)
Boston Medical Center
11.2021 - 12.2022
- Managed all patient flow and housekeeper tasks and dispatched them accordingly.
- Answered calls and regularly checked voicemail for callouts and callbacks.
- Maintained a clean office space and restocked N95 masks to give to Boston medical staff.
- Filled out forms and directed patient transport staff regarding any new news or policies that were implemented in the work place.
- Served as an assistant with administrative tasks assisting the deputy director. Restocked inventory, produced reports and assisted with onboarding.
Patient Transporter
Boston Medical Center
11.2018 - 11.2021
- Moved patients through the hospital to their destination during the COVID pandemic.
- Delivered various equipment to various departments of the facility.
- Sanitized and organized patient equipment for future use.
- Assisted with transferring patients and providing blankets and other items to relatives and friends of the patient.
- Comforted patients and relatives during sensitive situations and assisting in anyway that would enhance the patients experience.
Education
High School Diploma -
Madison Park High
Roxbury, MA 05.2001 -
Skills
Operations management
Problem-solving
Customer service
Performance monitoring
Inventory management
Timeline
Operations Manager
Block by Block
05.2025 - Current
Shift Supervisor
Block By Block
08.2024 - 05.2025
Procurement Manager
Long Home
01.2024 - 08.2024
Assistant Project Manager / Project Manager
Devlin Energy
12.2022 - 01.2024
Patient Transport Supervisor (BMC)
Boston Medical Center
11.2021 - 12.2022
Patient Transporter
Boston Medical Center
11.2018 - 11.2021
High School Diploma -
Madison Park High
05.2001 -