Assistant National Representative Resume Example
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ASSISTANT NATIONAL REPRESENTATIVE
Professional Summary
Highly motivated and positive individual with great organizational and communication skills. Customer service and Labor Relations master and efficient problem solver. Deftly manage administrative functions of the practice. Expert in discipline hearings. Provide thorough answers and solutions and provide an exceptional customer experience, and problem resolution.
Skills
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Work History
Assistant National Representative, 06/2016 to 11/2019
Transportation Communications Union/ IAM – City , STATE
Transportation Communications Union/ IAM – City , STATE
- Interpreted and advised on labor relations policies and previously negotiated agreements
- Provided advice and interpretation of Company labor relations policies, business practices, and agreements to enhance Union positions
- Conducted thorough investigations and research into disciplinary and grievance issues and recommended optimal courses of action
- Provided expertise on all facets of Railroad labor and employment law to help employers make more effective decisions
- Oversaw investigations into discrimination, sexual harassment or other workplace claims
- Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
- Received incoming calls and messages and addressed phone requests
- Conducted field visits and met Local Lodge Members and Industry representatives
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
- Improved quality processes for increased efficiency and effectiveness
- Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival
- Handled over 600 discipline and grievance cases to completion
Local Chairman, 01/2010 to 12/2018
Transportation Communications Union/ IAM Lodge 146 – City , STATE
Transportation Communications Union/ IAM Lodge 146 – City , STATE
- Interpreted and advised on labor relations policies and previously negotiated agreements
- Represented union members in in more than 300 formal discipline investigations
- Assisted union members in by writing and progressing grievances related to contractual violations and unjust treatment issues
- Oversaw investigations into discrimination, sexual harassment or other workplace claims
- Developed team communications and information for Local Lodge meetings
- Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
- Provided expertise on all facets of Railroad labor and employment law to help employers make more effective decisions
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
Chief Operations Service & Support Representative, 04/2006 to 05/2016
Norfolk Southern Railroad – City , STATE
Norfolk Southern Railroad – City , STATE
- Used multiple computer based applications as union member/ collective bargaining agreement employee in faced paced call center interacting with multiple internal customers in multiple departments and crafts, assisting external customers, and tracking and reporting movement of railroad inventory.
- Handled over 50 customer interactions per shift
- Effective liaison between customers and internal departments
- Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs
- Liaised with customers, management and field operations team to better understand customer needs and recommend appropriate solutions
- Maintained up-to-date knowledge of product and service changes
- Provided primary customer support to internal and external customers in fast-paced environment
- Facilitated inter-departmental communication to effectively provide customer support
- Met all customer call guidelines including service levels, handle time and productivity
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
- Investigated and resolved customer inquiries and complaints quickly
- Assisted management with scheduling, employee training, employee assignments, and performance reviews
Education
High School Diploma: 1993
Longwood High School - City, State
Longwood High School - City, State
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Resume Overview
School Attended
- Longwood High School
Job Titles Held:
- Assistant National Representative
- Local Chairman
- Chief Operations Service & Support Representative
Degrees
- High School Diploma : 1993
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