Customer Service Traffic Control

Shawn Kirby

North Canton, OH ***** 330-***-****

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

Customer Service Manager

Team Supervisor & Leadership Logistics and Dispatch Information Technology

Multitalented, accomplished professional with experience in all aspects of customer service, technical services, and sales and marketing operations in challenging environments. Proven record of success managing business processes and top-performing teams to exceed goals. Purposeful with a focus on standardized processes aligned to policies and procedures with broad-based background in recruitment, coaching, training, and continuous improvement. Sales expertise to boost business outcomes and maximize team productivity.

Program Management

Customer Support and Service

Sales and Marketing Strategy

Technical Troubleshooting

Proposals, Contracts, Inspections

Staff Training and Development

Process Improvements, SLAs

Relationship Building

Standard Operating Procedures

New Business Development

Salesforce, IRely, Agvantage, AS400

Staffing, Scheduling, Recruitment

PROFESSIONAL EXPERIENCE

Miller Pipeline, Indianapolis, Indiana * Union Laborer and Traffic control Specialist

3/2022 – 3/2024

Union Labor for local 125 {Youngstown, OH}.

Daily huddle to cover NiSource safety plan.

Set up of traffic control signs, cones, and barricades to established guidelines.

Direct traffic per MOT {Maintenance of Traffic} plan.

Monitor traffic conditions.

Work closely with Columbia Gas and OSHA Inspectors.

Perform extra duties with gas and hard surface crews.

Complete knowledge of traffic control regulations per location of work site.

Effectively communicate and interact with drivers, pedestrians, and construction crews.

Behaving in an ethical manner to support are communities.

Providing customer service, and empathy to residents with concerns.

ATSSA certified {American Traffic Safety Services Association}.

Wright Traffic Control, Beaver Falls, PA *Field Safety Manager

6/2021 – 2/2022

Safely operate company vehicle to multiple construction sites.

Oversee forty plus union crews.

Perform corrective action on zone infractions.

Perform site audits and coaching to union employees.

Provide training to new hires.

Successfully trained two additional field supervisors for Ohio.

Assisted in training new scheduler.

On call 24/7 to assist with call offs and scheduling conflicts.

Maintain office and storage inventory.

Safely deliver arrow boards and light trees to construction sites on time.

Maintain vehicles oil changes, and all other repairs through BBL fleet service.

Maintain maintenance on arrow boards and light trees.

Communicate professionally with client on scheduling, zone set up, and additional requests.

Work closely with Columbia gas on safety, planning, and performance metrics of flaggers.

Schedule and plan large projects for client.

Provide PPE and water to site.

Assist in flagging when call offs occur and break out flaggers if needed.

Network with area supervisors and area manager to complete tasks.

Work closely with Human Resources on corrective actions.

Kenan Advantage Group, North Canton, OH * Dispatch Trainer (Reason for departure-Contract ended- Randstad Staffing) 11/2020 – 03/2021

Review Logistic card planner and Total Mail to support Penless Cab rollout.

Create supporting processes and documentation for dispatchers.

Resolving Total Mail errors relating to Omnitracs and the driver.

Scheduling, training, and planning dispatchers loads via Microsoft teams.

American Tire Distributors, Canton, OH * Delivery Driver (Reason for departure-Furloughed – Pandemic) 2/2020 – 5/2020

Safely delivered tires for multiple routes as a driver floater in a non-CDL role in a 26 ft box truck.

DOT certified (medical card)

Successfully passed ATD safety course, fleet navigation system, and DOT - pre trip inspection testing.

J&M ROOFING, Mechanicstown, OH (Project – Temporary 1099) 2/2019 – 10/2019

Commercial Sales Assistant & Measure Technician

Accomplish new business development objectives in a demanding, self-driven environment using a customer-centric work ethic to build meaningful relationships and market products and services.

Enhance brand awareness using multifaceted promotional campaigns and customer outreach for Conklin roofing.

Secure sales opportunities by conducting 1K+ cold calls and demonstrating products and free inspections and estimates; crafted custom proposals after completing a wide range of measuring assignments.

Completed Conklin business seminar and metal roof training program with Conklin to increase knowledge and skills.

Revitalized advertising efforts to increase customer engagement on social media platforms.

S.W.A.T. ROOFING, Akron, OH (Project – Temporary - 1099) 6/2018 – 10/2018

Small Business Consultant

Accelerated business efforts in a temporary project capacity, achieving results in a brief period as a consultant.

Streamlined business performance by transitioning home setting to a formal office environment and instituting formal business plans and strategies; crafted and maintained procedures and sales team metrics.

Increased negotiating and sales competencies of employees in the field while ensuring customer satisfaction.

Provided payroll and human resources solutions in addition to onboarding and managing key client accounts.

Exceeded expectations with 89% client retention rates.

Processed payments using QuickBooks.

AREA WIDE PROTECTIVE, INC., Canton, OH (Reason for departure-Business Restructure) 9/2017 – 6/2018

Lead Field Coordinator

Recognized as subject matter expert for scheduling of zone set ups for field staff and coordinating administration across multiple locations in the U.S. on traffic control.

Trained and mentored personnel and consulted with supervisors to understand supply needs to complete schedules.

Spearheaded reporting on key metrics to ensure quality assurance and help make informed decisions; achieved production commitments using Salesforce data; filed zoning permit applications per requirements.

1ST CHOICE ENERGY SERVICES, New Philadelphia, OH (Reason for departure-Merger) 10/2014 – 8/2017

Customer Service & Dispatch Supervisor

Developed a successful call center and dispatch area for the customer service department.

Implemented consistency with inbound calls, and upselling of different products.

Developed a successful escalation process flow {Knowledge Docs}.

Created knowledge documents for CSR to assist in call process, and escalation.

Knowledge of peak times and correct CSR coverage for improved customer experience.

Employee training and development using monthly 1x1’s with team and reviewing call quality.

Employee scheduling.

Developed and implemented resource documents for network outages and emergencies.

Hiring Subject Matter Experts for lubes and tank division.

Working closely with all departments to ensure organizational success.

Educating employees on safety and following correct emergency protocol.

Successfully tracking data, personnel, and procedures to ensure project success.

Creation and posting of relevant information on social media accounts.

INSIGHT GLOBAL AND BP, Warrenville, IL (Reason for departure-Business restructure) 10/2011 – 5/2014

IT Specialist, Contractor

Recruited to support customer service and IT troubleshooting in a contractor capacity; earned promotion to join BP.

Excelled with performing work aligned to service level agreements, mastering bp proprietary systems.

Exceeded key metrics and targets in a fast-paced, high-volume setting; helped launch extraordinarily successful BP rewards program roll-out while simultaneously managing ticket resolution to exceed quality service standards.

Supported terminal dispatch, back-office systems, pin pad installs, point of sale and V-Sat platforms, and other network matters, collaborating with vendors and techs across the U.S. and the U.K.

EDUCATION & CREDENTIALS

Bachelor of Science in Business Administration

West Liberty University West Liberty, WV, 1992

Kaplan University, Des Moines, IA, 2013

AgVantage Software Seminar Certification Program, Dispatching and Billing Training, 2017

Conklin Business Seminar and Roofing Certifications, Kansas City, MO, 2019 SPARK Roofing Seminar, Erie, PA, 2019

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