Customer Service Experience

Sharon Clay

Missouri City, TX ***** (*** -***-***2) ************@*****.***

Profile

Motivated team player experience in providing exceptional customer service. Profession in high stress situation while being able to quickly and effectively provide exceptional communication, organizational and multi taking skills. Committed to creating a positive customer experience. Responsible for providing excellent customer service, accurate information and assistance across all the department’s call centers and services. Assist customers in METROLift’s various call and service centers (Reservations, Customer Service, Feeder, MSP and Dispatch) Schedules, cancels, verify customers’ trips.

Skills & Abilities

·

·Microsoft Word

·Excellent interpersonal and communication skills

·Microsoft Excel

·Report Transition

·Poised under pressure

·Active Listening

·Cisco/Trapeze

·Customer Relations

·Professional Telephone Etiquette

Experience

METROPOLITAN TRANSIT AUTHORITY /–CUSTOMER SERVICE REPRESESENTIVE (MICRO-TRANSIT / SEPTEMBER 2013- PRESENT

·Cross-trains in all call and service centers to provide accurate trip scheduling for METROLift and Micro Transit customers using computerized and app-based scheduling system.

·Assists customers and the public via phone lines, including TDD/TTY equipment for the hearing and impaired and face to face communication as required.

·Processes next day customer trip requests in a timely and accurate manner.

·Assists customers with Interactive Voice Recording (IVR) and METROLift Automated Calling Systems (MACS) -WEB/EZ WALLET information and electronic ticket and pass purchase.

·Engages in active listening with callers, confirming or clarifying information and diffusing upset customers as needed. Sends any comments/complaints to the appropriate department for resolution.

·Directly communicates with dispatchers, and supervisors to provide customers with timely and accurate information.

·Uses a PC based computer dispatching system and METRO’s Micro Transit On-Demand Dynamic software, over the air radio system and vehicle location system to track the increasing number of disabled patron pick-ups per service day.

·Utilizes METRO’s on Demand software to monitor curb2curb service designed in specific zones as well as METROLift Subside Program (MSP) trips.

· Identifies, documents and issues to each driver over 1,500 trip assignment changes each day based on patron lateness, early request or driver lateness.

CITY OF HOUSTON ADMINSTRATIVE SPECIALIST FEBURARY 2010 – AUGUST 2013

·Composes and prepares letters, memoranda, correspondence, and reports; Maintains and updates databases for mail-merge functions for Members.

·Representative and Directories, etc., Prepares travel arrangements, authorization requests, expense reports, leave forms, related HPL and City of Houston documents; Serves as Timekeeper for unit, reports time and attendance; Works with HR and Payroll departments as needed.

·Assists Consultants with purchase requisitions, including online training, equipment, postage, etc. Processes and track online registrations. Prepare and create various documents for System workshop, conferences, on site visits, and meetings including flyers, handouts, evaluation forms, certificates, sign-in sheets, name tags, and E-mails notices.

·Compiles attendance data and prepares workshop reports for submission to State Library. Edit the Grants Database with all changes.

·Answers telephones and responds to inquiries; routes call to appropriate colleagues; and external member librarians; Routes correspondence to appropriate colleagues; Processes and distributes incoming mail; Prepares outgoing mail; Copies and sends faxes. Assists with special projects as required.

Education

MASSEY BUSINESS COLLEGE – EXECUTIVE SECRETARY – JUNE 1983

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