Customer Service Representative

Adrianne L. Chapman 661-***-**** ê **********@******.*** ê Armona Ca 93202

Management Quality Assurance

I am an accomplished, self-motivated, compassionate professional with leadership abilities. I have solid experience in all facets of management, administration, compliance, supervision, and personal management in ethnically diverse environments.

Core Competencies

Customer Service Excellence

Staff Training & Development

Managing Direct Reports

Research / Due Diligence

Resourceful Problem Solving

Team Building & Leadership

Process Improvement

Regulatory Compliance

Financial Analysis

Professional Overview

Route Manager ê Waste Management 2021-2024

Organizes and schedules all necessary resources required to accomplish activities. Coordinates daily operational needs with Maintenance team.

Plans, distributes, monitors, and follows-up daily route assignments to ensure customers are serviced per company standards and agreements.

Manages the end-of-day check-in process, capturing and communicating key service, safety, and equipment issues.

Monitor driver and laborer time and attendance, minimizing overtime and ensuring that drivers do not exceed limits established by regulatory agencies (e.g., 60-hour rule).

Reviews weekly demand / volume for routes, determines potential gains from re-routing, and recommends re-routes to the routing specialist.

Sets and monitors productivity, service, and safety targets for each route and driver.

Assists with data collection and reporting required for incentive pay programs.

Promotes a union free atmosphere and where appropriate, establishes collaborative relations with unions.

Works with functional groups to resolve employee relations and labor relations issues.

Acquires and coordinates temporary workers assigned to assist drivers on routes.

Ensures that drivers comply with physical, drug or alcohol tests, and training required by regulatory agencies.

Conducts Root Cause Investigations for all injuries and incidents, ensuring consistent discipline and retraining.

Operations ê Waste Management 2018-2021

Assists in troubleshooting and resolving safety, service, and operational issues.

Creates, distributes, and closes out customer tickets daily.

Maintains and distributes department related information on daily basis.

Communicates with supervisors and managers about operations and/or dispatch issues.

Completes and maintains a variety of reports as directed by the department manager.

Uses software tools to manage a variety of tasks, such as procurement, time and attendance, safety incidents, and contract labor.

Assists with implementation of operational projects as needed.

Communicates with customers about service issues as needed.

Communicates with employee about scheduling and work assignments as needed.

Performs other duties as assigned.

Dispatcher ê Waste Management 2016-2018

Dispatches drivers to calls as they are received, using information on customer needs, drivers’ locations and loads, and daily factors to balance cost and speed of response.

Assign routes and service tickets to appropriate Drivers throughout the day and for the next day. Close service tickets each day.

Fields incoming calls and e-mails from customer service and sales department. Manages requests for pick-up or container delivery and ensures same-day service.

Initiates outbound calls to customers while drivers are on-site/location, resolving pick-up and other issues.

Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues.

Ensures same-day service on missed pick-ups by coordinating Driver movement in the field.

Records and documents information from Drivers and distributes it to appropriate departments.

Communicates with maintenance shop personnel and serves as an emergency point of contact for down wires and other issues.

Customer Service Representative ê Waste Management 2014-2016

Receives and processes calls from customers.

Serves as the end-to-end point of contact for customers.

Resolve customer issues.

Financing.

Collaborates with a team of Customer Service Representatives to meet overall call center objectives.

Field incoming calls and emails from operations and customers.

Initiate outbound calls to customers.

Troubleshoot and resolve customer issues.

Records and documents customer information.

Education

General Education, 1986-1988, Sonoma State University

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