SKILLS

Class A CDL

City Driver

Dock Experience

Forklift Experience

Customer Relations

Change Management

Training & Development

Diversity & Inclusion

Quality Assurance

Performance

Management

Human Resources

Process Improvement

Project Management

Budget Review

TRAINING

Commercial Driver

License Training

Six Sigma Training

Valuing Diversity

Training

Change Management

Training

Variety of Leadership

Courses

Labor Relations Training

AWARDS

President’s Club

Excellence Award

Above & Beyond Award

Top Performers Award

EDUCATION

Associates, Business

Management

Grantham University 2016

PROFESSIONAL PROFILE

EXPERIENCE

Nicole T. Lewis

12708 EW 62nd CT

Kansas City, MO 64133

816-***-****

ad03dy@r.postjobfree.com

Current experience: Class A Commercial Driver’s License Operator. City Driver efficient in driving safely and performing duties at a high level. Effective in backing up to docks that have various degrees of difficulty. Excellent customer service skills. Dock experience. Forklift experience.

Previous experience: Talented and proficient Customer Service Operations leader of 25+ years. Responsibility and oversight over the daily operation, staff management, employee development and quality assurance in an Inbound, Outbound and Service customer service center.

Managed and lead a team of 13 managers, 7 team leads and 300+ employees in the customer monitoring center and special operations department in a 24/7, 365 environment. My team supported the security domain of JCI. I was responsible for teams that handled alarm monitoring and inbound call support for JCI customers. I worked strategically across functions to drive KPI performance, innovation and process improvement, customer service excellence while maintaining standards related to Safety, Organizational Health, and Budgetary P&L performance. In addition, my responsibilities and duties included collaborating and maintaining strategic relationships with the field, sales and other operational leaders across functions and geography. I was involved and led process improvement initiatives and process optimization projects.

Unit Manager, Monitoring Center– Johnson Controls (JCI) 2000-Retired April 2022 Team Manager – Johnson Controls (JCI) 1991-2000

Unit Manager, National Dispatch Center– Johnson Controls (JCI) 2019-2021 2000-2022

I managed and lead a team of 7 managers and 150+ employees in the National Dispatch Center in a 24/7, 365 environment responsible for the scheduling and dispatch of all break/fix technicians for the US Security Domain. Additionally, I was responsible for other functions related to the operational support of Field Service Technicians such as material procurement, inbound call support, Strategic Account Support, L&M Billing review, Inspections Scheduling and Retail Service Support. My duties included meeting/exceeding enterprise service delivery KPI’s such as Service Level Agreement response, Aging tickets, Technician productivity and Same Day resolution. I implemented policies, standards, performance criteria, metrics and wrote SOP’s to continuously improve productivity, service quality, and client and employee retention. I was responsible for developing and maintaining strategic relationships with field and sales leaders within my assigned geography. I performed weekly and monthly evaluations of team managers’ and their teams and provided timely performance feedback.

New Reflectioms Technical Institute CDL Class A Nov 2022- January 2023 CDL Class-A course completion. 160hrs

Central Transport May 2023-Present

City driver with experience making deliveries, pickups and swaps. Daily face to face customer interactions. Dock and forklift experience. Experience with labeling freight and data entry for tracking purposes.

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