LiveCareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Highly motivated and positive individual with great organizational, investigation, and communication skills. Customer service master and efficient problem solver. Deftly manage administrative functions. Expert in researching customer issues. Provide thorough answers and solutions and provide an exceptional customer experience, and problem resolution.

Skills
  • Energetic with Strong Initiative
  • Teamwork, Communication, Organizational skills, Time Management skills, and Planning Skills
  • Strong and thorough Research, listening, analytical, writing, and Editing Skills
  • Decision Making Conflict Management and Complaint Resolution Skills
  • Detail Oriented Expert in Troubleshooting, Critical Thinking, and Problem Solving
  • Key stakeholder in Building Effective Relationships
  • Data entry
  • Professional telephone demeanor
  • MS Office proficiency including expert skills in Microsoft Office and Microsoft Excel
  • Expert in Freight Transportation and Railroad Transportation
  • Customer Service Expert with some Marketing Experience
Education
Longwood High School Middle Island, NY Expected in 1993 High School Diploma : - GPA :
Work History
Norfolk Southern Railroad - Chief Operations Service & Support Representative
City, STATE, 04/2006 - 05/2016
  • Used multiple computer based applications in fast paced call center interacting with multiple internal customers in multiple departments and crafts, assisting external customers, and tracking and reporting movement of railroad inventory, responding to inquiries, and proactively notifying customers of impending service failures, and weather delays while working to mitigate these issues.
  • Effective liaison between customers and internal departments
  • Proven Ability to coordinate between internal and external customers.
  • 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 and communicate customer needs and recommend applicable and 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
  • 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
Transportation Communications Union/ IAM Lodge 146 - Local Chairman
City, STATE, 01/2010 - 12/2018
  • 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
  • Developed team communications and information for Local Lodge meetings
  • Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
  • 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
Transportation Communications Union/ IAM - Assistant National Representative
City, STATE, 06/2016 - 11/2019
  • 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 union 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

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Resume Overview

School Attended

  • Longwood High School

Job Titles Held:

  • Chief Operations Service & Support Representative
  • Local Chairman
  • Assistant National Representative

Degrees

  • High School Diploma

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