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 SchoolMiddle Island, NYExpected in 1993 ā āHigh 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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