Mechanical Supervisor

FELICIA REED

Frisco, Texas ***** 972-***-****

********@*****.***

SKILLS:

MS Excel, MS Word, verbal communication, written communication, proficient typing, and XML

WORK EXPERIENCE

December 2006 – August 2012

Aerotek/AT&T – DFW, Texas

CUSTOMER SUPPORT REPRESENTATIVE

• Prepared and distributed various reports of calls received, responsiveness, and resolution time

• Analyzed call center statistics and provide updated reports to various levels of management

• Tracked information from Dashboad to spreadsheets

• Coordinated outage calls to increase response time and resolution of outage

• Escalated severe need outages to appropriate management level for immediate resolution

• Analyzed and monitored system to identify discrepancies and address them

• Monitored and changed call distribution allocations between call centers

• Assisted technicians to resolve implementation issues with customers’ orders

• Answered inbound customer calls

• Processed bill payments from customers

December 2000 - July 2005

Northeast Illinois Railroad Corporation – Chicago, Illinois

CARMAN/RELIEF SUPERVISOR

• Supervised union employees to ensure compliance with bargaining unit agreement

• Coordinated information to expedite the movement of Passenger trains

• Administered safety compliance of Federal Railroad Administration's guidelines to prevent claims

• Performed daily inspections and Class 1 air brake test on passenger trains

• Repaired passenger car equipment and maintained daily reports

August 1991 - December 2000

Burlington Northern Santa Fe Railroad – Cicero, Illinois

FIRST LINE SUPERVISOR, MECHANICAL DEPARTMENT

• Supervised up to 100 union employees to ensure compliance with BNSF employment policies

• Knowledge of AAR billing

• Provided technical support and training to apprentices and new employees

• Performed new employee appraisal and performance reviews

• Tracked daily time through the Kronos system

• Worked within budget to minimize overtime

• Ability to make judgment calls on critical issues

• Provided updates to ensure all plan requirements were being met to expedite train movement

• Provided assistance to various departments to ensure on time performance

• Performed internal audits of processes and procedures

• Facilitated safety briefings to minimize employee accidents and claims

• Assessed damage at derailment sights to determine severity of derailment

• Investigated accidents and injuries of mechanical personnel

• Conducted facility audits and safety analysis

August 1988 - August 1991

Burlington Northern Railroad – Cicero, Illinois

CARMAN, MECHANICAL DEPARTMENT

• Inspected and repaired freight cars for compliance to company standards

• Performed safety inspections of freight cars

• Operated electrical and gas welding equipment

EDUCATION

Bachelor’s Degree of Accounting

Grambling State University – Grambling, Louisiana

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