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Revamp Open-top bus services

Assistant Operations Manager @ New World First Bus

Dennis Ho

An experienced executive with strong analytic and problem-solving skills in project management, business operations, customer services and administration at sizeable corporations.  Excellent track record demonstrated by winning of several local and regional awards.

Edinburgh Napier University

Loughborough University

Hong Kong Technical College

New World First Bus

Assistant Operations Manager

Duty : 
 -	 Supervising operation team to deliver punctuality, reliability and friendly bus services 
 -	 Monitor and maintain the bus service level, analysis and problem solving that affect safety, efficiency and punctuality 
 -	 Communicate and lobbying with external stakeholders Government Departments, District Councilors, Local 
 	 Communities, Pressure Groups, Public Event Organizers, other public transport organizations, etc. for the bus services 
 -	 Evaluate and analysis patronage trend, population and urban development to explore new business opportunities 
 -	 Preparing annual budgets, monitoring service vehicles, termini cleaning, security and office expenses 
 
 Projects : 
 Project Name	 Details and Results Actor Duration 
 Revamp Open- top bus 
 services	 Revenue increased by 60%	 Project holder 
 Standardized bus drivers and 
 regulators operation manuals 
 Eliminate difference across operations 
 departments to improve efficiency	 Project holder 
 Individual Routes Safety 
 Manual 
 Black spots along the routes identified to 
 improve safety	 Project member 
 Realtime Route Occupancy 
 System 
 Provide real time stop-by-stop occupancy 
 which successfully saving decision time	 Project holder 
 Bus Dispatch System on 
 Android 
 Shifting the app from PC platform to 
 Android to provide new functions and save 
 operations cost	 Project member 
 Citybus NWFB Social Media 
 committee 
 Provide idea, content and copywriting to 
 Facebook and Instagram	 Project member On-going 

Duty : 
 -	 Supervised Passenger Information Team and Street Furniture Team to provide value and accurate bus route information 
 -	 Preparing annual budgets, monitoring service vehicles and office expenses; and 
 -	 Office housekeeping and administration. 
 
 Projects : 
 Project Name	 Details and Results Actor Duration 
 Citybus NWFB Mobile App	 One of the essential travel apps	 Project holder 
 GPS Fleet Management 
 Provide on-board automatic bus stop name 
 announcement, operations data to improve 
 customer services and efficiency. It was 
 awarded 2013 Hong Kong ICT Awards Best 
 Public Service Application Grand Award	 Project member 
 Customer Notice Workflow 
 System 
 Handle all customer notice that saved 
 15, 000 pieces paper consumption per 
 month	 Project holder 
 Open-top bus services 
 First Hop- on-Hop-off open-top sightseeing 
 services in Hong Kong - which was awarded HKMA/TVB Awards for Marketing 
 Excellence 2010 - Citation for Outstanding 
 Small Budget Campaign 	 Project holder

Citybus and New World First Bus

Chief Operations Officer

Duty : 
 Led Customer Service Hotline and Centres to provide friendly and valuable customer services, which was awarded
Revamp Bus route searching 
 system 
 30% call handling time reduced. The 
 system was awarded 2002 IT Excellence 
 Awards Application Bronze Award	 Project holder 
 Customer Relation 
 Management system 
 Provide intelligence to analysis operation 
 performance via customer feedback to 
 save decision time	 Project holder 
 CS Department Intranet 
 Include message billboard and stationary 
 ordering function for head office, call 
 centre and 8 remote customer centres to 
 improve communication and efficiency	 Project holder 
 Friends of KMB 
 Organizing voluntary events to the 
 passengers loyalty organization, to 
 improve corporate image and Corporate 
 Social Responsibility	 Project member On-going 
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