Chief Operations Service & Support Representative Resume Example
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CHIEF OPERATIONS SERVICE & SUPPORT REPRESENTATIVE
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
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Work History
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 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
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
- 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
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 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
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:
- Chief Operations Service & Support Representative
- Local Chairman
- Assistant National Representative
Degrees
- High School Diploma : 1993
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