Tag Archives: omnitrans employee profile

Diane Bojorquez: Employee of the Quarter

Diane Bojorquez is honored as Omnitrans Employee of the Quarter, photographer Juno Kughler Carlson

Omnitrans CEO P. Scott Graham, Marketing Director Wendy Williams, Employee of the Quarter Diane Bojorquez and Board Chair Alan Wapner

What do you do when your department undergoes a restructure that doubles your workload? If you’re Diane Bojorquez, you roll up your sleeves and rise to the challenge. On November 5th, she was honored as Employee of the Quarter creating and implementing a hugely successful fare change communication plan.

“It’s been an interesting few months,” admits Diane. “With the reorganization, we eliminated a staff position, which then added pass sales distribution responsibilities to my list of duties. At the same time, we were preparing for our first fare increase in five years, so it was critical to streamline our process and come up with a good communication plan.”

Diane Bojorquez,  photographer Juno Kughler CarlsonDiane’s first priority was to personally visit each of our more than 80 pass vendors to let them know she would be servicing their accounts directly, which would cut down on the turnaround time for order fulfillment. It also gave her the opportunity to talk with them about the upcoming fare change well in advance and to answer any questions they might have.

“I knew that spending time with each of these businesses and re-establishing relationships with them was going to be the single most important thing I could do,” explains Diane. “It’s all about building a community where our partners feel supported. I wanted to be face-to face with them so they could associate Omnitrans with a real person who wanted to take the time to get to know them and understand their needs.”

Her efforts paid off.  Vendor feedback was overwhelmingly positive. Orders are now streamlined and processed within hours rather than days, and pass outlet sales have grown 13% year to date.

Diane then turned her attention to the online store. In order to change over product prices, she knew the store would need to be temporarily closed for business for 2 days prior to the fare change. With the help of her team, she sent letters to mail order customers notifying them of the online store closure and enclosing a chart that compared current and upcoming fare prices.

Diane Bojorquez celebrates with family and friends,  photographer Juno Kughler Carlson

Employee of the Quarter revelry with Jonathan Bojorquez, Diane Bojorquez, Tembi Tovar, Melissa Castillo, Diana Duran and Lilliann Duran

By anticipating customer needs before they arose and delivering outstanding personal customer service, Diane ensured our 2014 fare change went smoothly, and that there were no complaints related to outlet or online store fare media. Online store revenues were up 35% in September versus last year.

“None of it could have happened without the support of my team,” Diane points out. “Tembi Tovar, our administrative secretary, made the rounds with me to the outlets and helped process orders. Our receptionists Susie Perez, Lucy Gonzales-Brown and Liz Calderon made sure our walk-in customers had the fare change information in their hands, processed exchanges and helped answer questions. It was definitely a group effort, and I’m really proud of what we were able to accomplish in such a short amount of time.”

Diane celebrates her 10 year anniversary with Marketing Director Wendy Williams (left) and Customer Service Manager Melissa Castillo (right)

This year Diane celebrated her 10th  anniversary with Omnitrans. She has over 37 years in the transit industry, including 27 years with LA Metro, where she began as a 19-year-old information clerk.

“Transit has been a great career for me,” says Diane. “And I like the fact it’s allowed me to change and grow along with it. Technology has changed a lot since 1975, but I was fortunate enough to receive on-the-job training that gave me the skills I needed to adapt. Omnitrans is very good about encouraging employees to develop leadership skills and come up with new ideas that can help the agency.”

Two years ago, Diane participated in a Leadership Achievement Program at Omnitrans, where she developed an audio advertising project.  The project would enable short, GPS triggered audio advertisements or public service messages on buses at carefully spaced intervals. This month, her project was approved for implementation.

Diane and family, photographer Juno Kughler Carlson

Diane Bojorquez and her children Diana and Jonathan

“I’m really excited about it,” she laughs. “It’s been such a long process, that I can hardly believe it’s finally happening! It will bring in additional revenue at absolutely no cost to the agency. It also provides a location-based service to our customers.  For example, they might learn that a nearby drugstore is offering low cost flu shots or that a restaurant is offering 2-for-1 specials for riders who show them a bus pass. It’s a simple way we can add value for our passengers.”

In her private life Diane is all about family. Her daughter Diana, son Jonathan, and granddaughter Lilliann were all on hand to cheer her on during her award presentation.  Diane proudly shows off a photo of an intensely focused Lilliann striking a catching stance in her softball uniform. “She’s the only girl on the team,” she grins. “I love that she’s so independent. She knows what she wants and goes for it! Kind of like her Grammy.”

– Juno Kughler Carlson
juno.carlson@omnitrans.org

Omnitrans Employee of the Quarter Diane Bjorquez and grandaughter Lilliann,  photographer Juno Kughler Carlson

Strong independent women run in the family: Diane Bojorquez and granddaughter Lilliann

Rideshare saves money and grows friendships

Omnitrans employees Scot Huffman and Mark Crosby have been ridesharing for the past 4 1/2 years. Each of them saves around $100 a month in gas and having a friend along for the ride makes the time go by quickly.

“We eat lunch together on our breaks and one day the topic of ridesharing came up in conversation,” said Scot. “At first we weren’t sure we wanted to do it. But as it turned out, we were a great fit. We live in the same city and work similar hours. We also don’t have to go out of our way to drive to each other’s homes. My grandson and Mark’s son both go to the same preschool so it’s very convenient for us to meet there. It works out well.”

Mark, who is a member of the Omnitrans Green Team, also likes the fact they are helping the environment. “We’re putting one less car on the road and taking up one less space in the parking lot. And it definitely saves us money because it’s one less tank of gas a month that each of us has to buy and less wear and tear on our vehicles.”

Sharing the daily commute has also helped cement a friendship between the two men, who are now friends first and co-workers second. They share similar hobbies and interests, have gotten to know each other’s families and have even gone camping together.

Rideshare contests offered by the IE511 each year are an added bonus. Last year Mark won a $100 Best Buy gift card in the drawing. To learn more about how you can get involved with Rideshare visit http://www.ie511.org.  Pledge to Rideshare during California Rideshare Week (October 1-5) and you’ll be entered for a chance to win great prizes like an Apple iPad, overnights at a resort hotel, dinner for two, gift cards and much more.

Omnitrans FREE Ride Coupon
Celebrate Rideshare Week with a free ride on us! Simply download and print the Free Ride coupon from our website. Turn it in to your bus driver who will exchange it for one FREE Day Pass good for unlimited rides for one day only on our fixed-route buses between October 1 and 5. Visit our website at www.omnitrans.org for more details.