Sign in

Customer Service, Management, Consulting

Boston, Massachusetts, United States
April 10, 2018

Contact this candidate



University of Massachusetts Amherst; Amherst, MA May 2013

Bachelor in Sociology

Fort Valley State University; Fort Valley, GA August 2014 -December2014

Post-graduate coursework in Sociology Program

Relevant Experience

Transportation Liaison

●Responsible for tracking and coordinating personnel needs for the Commuter Rail service to ensure a safe and professional environment for employees and the public.

●Responsible for implementing and monitoring Hastus concerning a new system the required staffing trains.

●Responsible for training company staff on the basic tools and procedures of Hastus.

●Managed 100+ union employees concerning schedule adjustments and diversions.

●Implement and monitored operational practices to ensure equipment reliability and quality service while ensuring a safe and productive workplace.

Keolis Commuter Services; Boston, MA February 2015 - 2017

Lead Customer Service Agent

●Leading the Call Center team in maintaining and improving customer service quality of our performance as a team.

●Responsible for training and supervising call center staff, including interns and temporary employees

●Handling customer service related communications via telephone (Incoming and Outgoing), database entries and emails regarding inquiries or concerns regarding the Commuter Rail or MBTA transportation services

●Providing customers with timely and accurate information, regarding schedule, fare and other requested information

●Entering customer communications into Service Now database in order to analyze and track common trends regarding service

●Training new staff in Boston Commuter Rail/MBTA public transportation, customer service, and administrative policies and procedures

Leisure Services and Supplemental Education; Amherst, MA January 2013-May 2013


●Counseled and supported forty elementary students grades K-6th in managing academic, personal and developmental issues

●Provided parents of students with tools to aid students in a responsible transition from school to home.

University of Massachusetts Dining Commons; Amherst, MA January 2011-May 2013


●Supervised kitchen staff to effectively serve thousands of students/guests daily in a timely manner.

University of Massachusetts Catering Services; Amherst, MA June 2013-August 2013


●Demonstrated efficient time management while serving students/guests and completing tasks.

●Organized task schedule to ensure proper preparation and recovery of food to make sure health codes were followed

Extra-curricular Activities

S.I.A.C M.A.C. Division II College Football; Fort Valley, GA June 2014-December 2014

Football Player

●Contributed to the development of my teammates by utilizing experience from previous experience in Division I

●Exposed personal motivation by dedicating free time to focus on extra practices and conditioning

●Exhibited leadership skills through my captainship of the running-back team

M.A.C. Division I College Football; Amherst, MA September 2009-May 2013

Football Player

●Received a full athletic scholarship to support academic pursuits at the University of Massachusetts Amherst

●Participated in weight training, team and individual practice, games, conditioning, film study and meeting for individual growth and for the betterment of the team

●Maintained full course load while dedicating 30-40 hours weekly to the University of Massachusetts Amherst football program


Customer service skills, Call center, Writing and Verbal communication, Proficient in Microsoft Word, Excel, PowerPoint, Microsoft Office Suite

Contact this candidate