ROBIN WILLIS

Contact Information

Email: ad034v@r.postjobfree.com

Contact Number: 718-***-****

Professional Summary

With 25 years of diversified experience in demanding customer service industries including Community Outreach and Human Services, New Hire On-boarding, Relationship and Brand Building and Quality Assurance. Proficient at dealing with ambiguity. Have the ability to make sound judgments and utilize problem solving skills in a timely manner, and are able to stay self-motivated and customer focused in a highly transactional role while working independently. Effectively able to communicate with various audiences in a clear concise manner.

Core Competencies

Supervisory and cohesive team building skills

Fluent verbal and written communication skills

Exceptional customer service best practices

Superior conflict resolution methods

Excellent two-way coordination with supervisors and subordinates

Exceptional crisis and workload management

Excellent analytical, creative and forward thinking with brilliant prompt decision making ability

Community Outreach

Diversity and ADA (American Disability Act) Awareness

Professional Experience

UGE Supervisor

United Ground Express Supervisor Newark New Jersey Airport

Dec 2022 - Present

Ensuring all UGE agents are Briefed at the beginning of each shift collectively about the day at hand. This includes their individual assignments, safety, the expectation, and SLA’s with major emphasis on BPS (Boarding Pass Scans).

Staying visible and engaged with agents and passengers to assist with any issues that may arise or are present.

Partnering with United Supervisors and Leads to address performance impacting shared goals and service delivery to ensure excellent customer service to United customers.

Providing leadership and overseeing all work areas in the Operation.

Coaching front line employees with consistent feedback and mentoring.

Completing all required documentation of activities and collateral projects.

NYC Mayor’s Public Engagement Unit Supervisor

Vaccine for All, NYC Health Department (Aya Healthcare)-New York. New York

July 2021 – June 2022

Supervising a team of 12 in doing Community Outreach

Engaging with the public to educate about the services NYC has to offer related to medical insurance, Covid -19 Vaccines, voter registration, rent relief, emergency rental assistance and hurricane relief/FEMA assistance.

Uniting with local business to become allies and providing information as well as setting up (tabling with information materials) outside of these establishments to include pantry’s and churches to be able to provide face to face information and answer questions for the community.

Launching teams in different areas with special attention to Hurricane Ida relief efforts and Covid 19 vaccination efforts.

Our canvassing does include knocking on doors and speaking with the business owners in the area doing Community Outreach

Flow Monitor Coordinator

Vaccine for All, NYC Health Department (Aya Healthcare)- New York, New York

March 2021 – Present

Supervised a team of 12

Oversaw the intake of 1000+ clients daily

Coordinated the Flow Monitor team to ensure easy client flow through the vaccination site

Ensured clients with language access needs received interpretation either in person or through our language access application

Utilizing excellent interpersonal, customer service, problem-solving, and communications skills to resolve any issues to promote a seamless experience for the clients

Interacted with people of diverse backgrounds to include the elderly, and people with disabilities (ADA) ensuring they received proper accommodations throughout the site and the process.

Self-Directed Direct Support Professional (DSP)

Person Centered Care Services - Staten Island NY August 2020 to Present

Assist parents with their children in home and the community by supporting goals set by the parent.

Providing transportation, homework, and school projects assistance for youth.

Facilities Coordinator

Ricoh USA – New York, NY December 2019 to June 2020

Manage day-to-day operations on site Newark and New Jersey

Providing close supervision to 7 staff facility members and their daily operations

Communicating with supply vendors and ensuring operational efficiency

Providing full-fledged managed services while maintaining health and safety compliance

Customer Service Support Lead

Buy It Mobility Networks Inc. – Manhattan, New York June 2015 – December 2018

Interviewed, On-boarded and trained new hires

Directed and oversaw multiple customer support team members helping organization to deliver exceptional customer service and develop long-term professional relationships

Worked alongside COO and top management and acted as a liaison between customers, management, and sales team to ensure team coordination and meeting profitability goals

Responded to more than 100 customer queries and concerns daily via emails and telephone for timely customer service delivery

Customer Service Representative

T-Mobile Inc. – Richmond, Virginia January 2009 – September 2014

Managed an average of 80 customer calls daily

Resolving queries and complaints and provided product information

Answered customer queries regarding merchandise and pricing

Offered insight that supported converting potential customers to paying customers

Fraud Detection Specialist

Capital One Financial – Richmond, Virginia November 1998 – November 2008

Responsibly received, processed, investigated and resolved issues related to fraud with a high degree of precision and accuracy.

Reviewed, researched and processed direct deposits for identify thefts, first person fraud, handwriting analysis, and fraud rings.

Analyzed data through to detect unusual activities and recommended course of action for fraud alerts and victim statements on Credit Bureau Reports.

Managed an average of 35 incoming calls each day and multiple customer service inquiries and maintained confidentiality and security of sensitive information and issues.

Academic Qualification

J Sergeant Reynolds Community College – Richmond, Virginia

Criminal Justice, Major

Certifications January- March 2020

Building Solutions Using Excel and Access, 2-Minute Tips for Senior Leaders, Being Positive at Work, Confronting Bias – Thriving Across Our Difference, Customer Service – Handling Abusive Customers, Excel: PivotTables for Beginners, Giving and Receiving Feedback, How to Manage Feeling Overwhelmed, Managing Your Time, Modeling Courageous Leadership: Intelligent Disobedience, Performance Management: Conducting Performance Reviews, The Key to Good Communication: Your Audience, Business Etiquette – Phone, Email and Text

Contact this candidate