Experience

Variant

• United States
• Transportation/Trucking/Railroad
• 100 - 200 Employee

• Driver Success Specialist

  • Jun 2022 - Present

  • Supervise driver performance according to Variant policies, DOT regulations, all other federally or locally mandated rules/laws/guidelines. • Responsible for the satisfaction of a driver while they are over the road. • Makes recommendations for performance documentation to include, promotions and/or terminations. • Responsible for addressing issues and disputes for drivers. • Promote safe operations. • Manage driver and make capacity available by maintaining seated truck count,… Show more • Supervise driver performance according to Variant policies, DOT regulations, all other federally or locally mandated rules/laws/guidelines. • Responsible for the satisfaction of a driver while they are over the road. • Makes recommendations for performance documentation to include, promotions and/or terminations. • Responsible for addressing issues and disputes for drivers. • Promote safe operations. • Manage driver and make capacity available by maintaining seated truck count, accurate driver PTA’s. • Ensures drivers and equipment (i.e. fleet maintenance programs, etc.) are performing as necessary to provide on-time service. • Manage company performance objectives with drivers and monitor that performance. • Ensure on time service is met; address possible service issues in a timely manner while coordinating with USX Customer Service when applicable. • Communicate service deviations to Customer Service in a timely manner. • Responsible for freight acceptance and balancing undersold/oversold situations. • Fill gaps proactively in the network by matching opportunities with customer solutions. • Build cooperative relationship with the Carrier Representatives and Managers. • Collaborate cross-functionally to continue to drive the culture and live out our mission and core values. Show less • Supervise driver performance according to Variant policies, DOT regulations, all other federally or locally mandated rules/laws/guidelines. • Responsible for the satisfaction of a driver while they are over the road. • Makes recommendations for performance documentation to include, promotions and/or terminations. • Responsible for addressing issues and disputes for drivers. • Promote safe operations. • Manage driver and make capacity available by maintaining seated truck count,… Show more • Supervise driver performance according to Variant policies, DOT regulations, all other federally or locally mandated rules/laws/guidelines. • Responsible for the satisfaction of a driver while they are over the road. • Makes recommendations for performance documentation to include, promotions and/or terminations. • Responsible for addressing issues and disputes for drivers. • Promote safe operations. • Manage driver and make capacity available by maintaining seated truck count, accurate driver PTA’s. • Ensures drivers and equipment (i.e. fleet maintenance programs, etc.) are performing as necessary to provide on-time service. • Manage company performance objectives with drivers and monitor that performance. • Ensure on time service is met; address possible service issues in a timely manner while coordinating with USX Customer Service when applicable. • Communicate service deviations to Customer Service in a timely manner. • Responsible for freight acceptance and balancing undersold/oversold situations. • Fill gaps proactively in the network by matching opportunities with customer solutions. • Build cooperative relationship with the Carrier Representatives and Managers. • Collaborate cross-functionally to continue to drive the culture and live out our mission and core values. Show less



EPB

• United States
• Utilities
• 400 - 500 Employee

• Customer Service and Sales Advisor

  • Apr 2021 - May 2022

  Energy: Provide effective and timely resolution of all customer inquiries and requests include connects, disconnects, installs, removals, or changes to EPB services, account inquiries, credit arrangements, outage reporting, and processing customer payments, etc. While striving for first time resolution of customer issues. Strike a positive and cooperative tone with both customers and coworkers. Demonstrate knowledge of company processes in referring complaints of service failures to designated… Show more Energy: Provide effective and timely resolution of all customer inquiries and requests include connects, disconnects, installs, removals, or changes to EPB services, account inquiries, credit arrangements, outage reporting, and processing customer payments, etc. While striving for first time resolution of customer issues. Strike a positive and cooperative tone with both customers and coworkers. Demonstrate knowledge of company processes in referring complaints of service failures to designated departments for investigation. Fiber Optics: Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities. Complete ongoing training to stay abreast of products, service, and policy changes. Be the first-level of troubleshooting for Fiber Optics customer issues. Process residential and commercial payments as needed. Flexibility to cover first second or third shift and overtime as needed including holidays and weekends. Available to work mandatory overtime when required as front line employees are considered disaster recovery employees. Show less Energy: Provide effective and timely resolution of all customer inquiries and requests include connects, disconnects, installs, removals, or changes to EPB services, account inquiries, credit arrangements, outage reporting, and processing customer payments, etc. While striving for first time resolution of customer issues. Strike a positive and cooperative tone with both customers and coworkers. Demonstrate knowledge of company processes in referring complaints of service failures to designated… Show more Energy: Provide effective and timely resolution of all customer inquiries and requests include connects, disconnects, installs, removals, or changes to EPB services, account inquiries, credit arrangements, outage reporting, and processing customer payments, etc. While striving for first time resolution of customer issues. Strike a positive and cooperative tone with both customers and coworkers. Demonstrate knowledge of company processes in referring complaints of service failures to designated departments for investigation. Fiber Optics: Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities. Complete ongoing training to stay abreast of products, service, and policy changes. Be the first-level of troubleshooting for Fiber Optics customer issues. Process residential and commercial payments as needed. Flexibility to cover first second or third shift and overtime as needed including holidays and weekends. Available to work mandatory overtime when required as front line employees are considered disaster recovery employees. Show less



Cigna Healthcare

• Hospitals and Health Care
• 700 & Above Employee

• Customer Service Lead Representative

  • Aug 2018 - Mar 2021

  In this role I was under the Customer Satisfaction umbrella in the Escalated Call Team. • I assisted irate/escalated members, providers, clients, as well as anyone else calling in through our frontline. • Worked as weekend Team Lead • I worked with client services and other departments to find the best resolution to any number of complex issues. • Onboarded Proclaim Medical new hires to the team. • KCS Advisor/ECT’s KCS request team • Built ECT Medical – proclaims OneNote for… Show more In this role I was under the Customer Satisfaction umbrella in the Escalated Call Team. • I assisted irate/escalated members, providers, clients, as well as anyone else calling in through our frontline. • Worked as weekend Team Lead • I worked with client services and other departments to find the best resolution to any number of complex issues. • Onboarded Proclaim Medical new hires to the team. • KCS Advisor/ECT’s KCS request team • Built ECT Medical – proclaims OneNote for satisfaction specific processes, workflows, contacts, etc.

• Customer Service Advocate

  • Jun 2017 - Aug 2018

  Provided a professional interaction with active and passive listening skills while utilizing computer- based resources in a highly effective manner. In order to educate and provide accurate responses to customers’, providers,clients, and teammates inquiries. These skills were crucial to my success in the role, along with the innate ability to be compassionate and empathetic when handling complex customer inquiries.



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Retail Support Specialist

  • Apr 2015 - May 2017

  As a Retail Support Specialist I am the expert on store operations. I use my organizational skills and passion for technology to inspire our customers. And as I do that, I deliver the ultimate Verizon customer experience, again and again. • Support the entire store operation from managing inventory and processing shipments to quality assurance and everything in between. • Ensure your store is compliant through auditing, reporting and educating other team members on store operations… Show more As a Retail Support Specialist I am the expert on store operations. I use my organizational skills and passion for technology to inspire our customers. And as I do that, I deliver the ultimate Verizon customer experience, again and again. • Support the entire store operation from managing inventory and processing shipments to quality assurance and everything in between. • Ensure your store is compliant through auditing, reporting and educating other team members on store operations. • Identify operational gaps and implement solutions. • Welcome customers, make them feel at home and help them explore your store. • Deliver and maintain the best product displays and interactive demos for customers to experience. • Be a knowledge source – demonstrate our products and services, answer billing questions and assist your teammates in providing the best customer experience.

• Solutions Specialist

  • Apr 2014 - Apr 2015

  I display what it takes to close sales, beat quota and rack up commissions. Move throughout the store to actively engage customers, demonstrate products, and effectively execute the sales function. My record is defined by meeting challenges head-on and always striving for excellence. And it is that tireless drive, coupled with my strong interpersonal skills and natural instinct to see opportunities at every turn, that sets me apart and made me a perfect fit for the Verizon Wireless team.



Sprint

• United States
• Telecommunications
• 700 & Above Employee

• Technical Consultant

  • Jul 2013 - Mar 2014

  Provided support to customers on operational or maintenance aspects of equipment. Performed in-house servicing and repair of company's wireless products. Served as customer contact on service related problems. Diagnosed mechanical, hardware, software and systems failures, using established procedures. Determined most cost effective repair/resolution to minimize customer downtime. Prepared reports for analysis of product failure trends and service ability issues. Sold accessories and promoted… Show more Provided support to customers on operational or maintenance aspects of equipment. Performed in-house servicing and repair of company's wireless products. Served as customer contact on service related problems. Diagnosed mechanical, hardware, software and systems failures, using established procedures. Determined most cost effective repair/resolution to minimize customer downtime. Prepared reports for analysis of product failure trends and service ability issues. Sold accessories and promoted device protection options to customers to increase profitability and support overall store revenue goals. Was assigned to train new hires. Also, was called upon to lead and support new programs and initiatives that were rolled out that enhance store and company productivity and profitability. Maintained stores plannogram. Inventory specialist. Show less Provided support to customers on operational or maintenance aspects of equipment. Performed in-house servicing and repair of company's wireless products. Served as customer contact on service related problems. Diagnosed mechanical, hardware, software and systems failures, using established procedures. Determined most cost effective repair/resolution to minimize customer downtime. Prepared reports for analysis of product failure trends and service ability issues. Sold accessories and promoted… Show more Provided support to customers on operational or maintenance aspects of equipment. Performed in-house servicing and repair of company's wireless products. Served as customer contact on service related problems. Diagnosed mechanical, hardware, software and systems failures, using established procedures. Determined most cost effective repair/resolution to minimize customer downtime. Prepared reports for analysis of product failure trends and service ability issues. Sold accessories and promoted device protection options to customers to increase profitability and support overall store revenue goals. Was assigned to train new hires. Also, was called upon to lead and support new programs and initiatives that were rolled out that enhance store and company productivity and profitability. Maintained stores plannogram. Inventory specialist. Show less



T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Web and Telesales Support Representative

  • Mar 2013 - Jun 2013

  I assisted customers with existing new activation orders placed through T-mobile's sales centers or t-mobile.com. I also assisted customers having issues placing new activation orders on t-mobile.com.

• Customer Service Representative

  • Dec 2006 - Jun 2013

  As a friendly and knowledgeable Customer Service Reps I let my interpersonal skills shine as I resolved a variety of customer inquiries such as technical and billing questions for T-Mobile customers across the U.S. In this role I was empowered to solve problems independently and make decisions that I considered to be in the customers’ best interest as well as the company's. I was also able to keep up to date with ever-evolving technology and translate this information into terms our… Show more As a friendly and knowledgeable Customer Service Reps I let my interpersonal skills shine as I resolved a variety of customer inquiries such as technical and billing questions for T-Mobile customers across the U.S. In this role I was empowered to solve problems independently and make decisions that I considered to be in the customers’ best interest as well as the company's. I was also able to keep up to date with ever-evolving technology and translate this information into terms our customers could understand and use in their daily lives. I was also required to meet certain goals and metrics regarding call time, sales, quality, customer satisfaction, etc.

• CSR

  • Dec 2006 - Mar 2013

  As a friendly and knowledgeable Customer Service Reps I let interpersonal skills shine as I resolved a variety of customer inquiries such as technical and billing questions for T-Mobile customers across the U.S. In this role I was empowered to solve problems independently and make decisions that I considered to be in the customer's best interest as well as the company's. I was also able to keep up to date with ever-evolving technology and translate this information into terms our… Show more As a friendly and knowledgeable Customer Service Reps I let interpersonal skills shine as I resolved a variety of customer inquiries such as technical and billing questions for T-Mobile customers across the U.S. In this role I was empowered to solve problems independently and make decisions that I considered to be in the customer's best interest as well as the company's. I was also able to keep up to date with ever-evolving technology and translate this information into terms our customers could understand. I was also required to meet certain goals and metrics regarding call time, sales, quality, etc.

• Telesales Representative

  • Aug 2011 - Jan 2012

  I helped customers stay better connected by matching them with just the right products and services for their new services. My intuitive ability to adapt to different shopping preferences really shined in this position.