As a operation supervisor, I was dedicated to continious process improvements in the face of a rapidly changing market.
Results oriented, proactive in addressing and resolving problems. I brought management experience and a willingness to take on added responsibility to meet tight deadlines. Management professional effective at building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment. Customer service professional dedicated to effective team management and customer satisfaction. Customer service management professional experienced in credit card services, fraud operations and collections. Team player with exceptional listening and critical thinking skills. Perceptive Customer Service Manager who cultivates positive customer relationships through clear and helpful communication. Exceptional customer care professional who addresses inquiries and resolves problems as they arise.
Exceptional interpersonal communication
Process improvement specialist
Effective workflow management
Adherence to high customer service standards
Microsoft Outlook, Word and Excel
Exceptional telephone etiquette
Skilled trainer Excellent time management skills Effective problem solver
Operation Supervisor, 10/2007 to 08/2014 Greyhound Lines Inc – Washington
Cross-trained and backed up other customer service managers.
Adhered to all confidentiality requirements at all times.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Promptly responded to inquiries and requests from prospective customers.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Strong leader of customer support staff.
Facilitated inter-departmental communication to effectively provide customer support.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Trained staff on operating procedures and company services.
Provided accurate, specific and timely performance feedback for CSRs.
Identified individual development needs with appropriate training.
Fostered an environment which encouraged continual process improvements.
Effective liaison between customers and internal departments.
Managed work flow to exceed quality service goals.
Director, 04/2004 to 05/2007 United States Army Michael Hagen – Boblingen, Germany
As a program assistant, I was responsible for establishing a positive environment for school aged children and teens.
I prepared daily lesson plans, portfolios and reports for children to assist in their learning process.
Provide support to parents and staff, maintain and file reports and evaluations.
Ensure all materials and equipment were stored properly.
Provide safety inspections on all indoor and outdoor equipment.
Document behavioral changes, social interactions language/speech and motor skills.
I was responsible for the safety and whereabouts of all the children.
Provide care, supervision and accountability.
Trained in all aspects of child care to ensure all goals and objectives were met.
City Mgr, 06/1995 to 01/2004 Greyhound Lines Inc Dave Evans – Detroit, Michigan
As a customer service supervisor, I was responsible for training terminal trainers to conduct departmental training.
Orientate new hires.
Maintain employee files, work schedules and assist with terminal audits.
Develop recruiting sources for full time and seasonal drivers and employees.
Track individual attendance and utilize information to reduce driver unavailability, control miss outs, workers compensation, sick leave and leave of absence.
Sell tickets, assist passengers make boarding announcements and demonstrate emergency procedures.
Monitor customer service levels to ensure customer satisfaction.
Monitor grooming and dress code compliance.
Assist in the employee evaluation process.
Assign driver and employee work assignments, dispatch schedules when needed.
Answer and respond to telephone inquiries, emails and faxes.
Hndle all customer service issues /concerns.
Resolve all complaints in a timely manner.
Assist city manager with terminal functions, recommend changes as needed.
Operation manager, Christopher Wilson
Prepare terminal trainers to conduct departmental training for new hires.
Maintain employee training records and personnel files.
Assist with the evaluation process.
Ensure accurate and timely communication regarding daily operations, including the completion of daily/weekly shift reports.
Assign driver and employee work assignments, equipment as well as conduct safety inspections.
Assist with answering telephones and respond to emails and faxes.
Sell tickets , make announcements and demonstrate safety and emergency procedures. Ensure terminal and equipment are within safety regulations.
Resolve all terminal issues that may occur.
Adjust capacity plans as needed.
Monitor customer service levels, dress code compliance.
Schedule employees and assist with employee payroll and audits.
Give direction to operations team, track schedules and equipment.
Interpret contracts, handle first step grievances and facilitate union issues by resolving complaints/concerns in a timely manner.
Ensure all company policies are adhered to at all times.
Assist management team, and recommend changes as needed.
High School Diploma: 6 1978 Northwestern High school West Grand Blvd - Detroit, Michigan General studies