Customer Service Delivery
Resume:
Rohillion Ellis
Austin, TX 78741
******************@*****.***
Core Competencies:
Communicates, mediates, and negotiates with customers to resolve complex customer service issues.
Initiates the resolution of customer service issues.
Recommends, anticipates, resolves, and facilitates improvements to service delivery deficiencies.
Coordinates and trains personnel in effective communication/customer service/service delivery topics
Provides information to citizens, individually and in groups, regarding organization, service array, operations, laws, policies, and procedures.
Communicates with departments and public to promote core information/issue themes on community-wide level.
Assists in policy/procedure development and implementation processes.
Produces memos, letters, reports, and other written material.
Professional Summary:
Supervised the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors and problems.
Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
Train and instruct employees in job duties or company policies or arrange for training to be provided.
Evaluate employees' job performance to regulations and recommend appropriate personnel action.
Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
Recruit, interview, and select employees.
Interpret and communicate work procedures and company policies to staff.
Certified and trained in inventory control, updating inventory database, SAP, and creating purchase orders.
Experienced in Excel, MS Word, and Outlook.
Trained and experienced with international shipping forms, shipping/receiving and shipping programs.
Experienced in creating BOM’s and RFQ’s. (Bill of Materials, Request for Quotation)
Work Experience:
Capital Metro Bus Operations Jun. 2024 – Present
Bus Transportation Operator /Customer Service Representative
Operate Metro transportation bus on a number of assigned or special routes, picking up and discharging passengers at designated locations according to schedule
Makes required reports of passengers transported daily and any unusual happenings
Reports all accidents involving bus or passengers transported daily and any unusual surroundings
Reports all accidents involving bus or passengers immediately to Public Safety Department and dispatch
Keeps the bus clean and in orderly condition
Complies with all laws and regulations concerning the operation of the vehicle including safety precautions and posted speed limits
Adhere to Capital Metros Transportation policies, directives and procedures in compliance with Federal and Texas laws and regulations.
Maintain a working knowledge of current bus routes and stops within the service area as well as the current fare structure and bus pass programs
Conducts self in an appropriate manner at all times, while working in a diverse environment, assuring a professional quality of service to all external and internal customers
Performs various physical job duties responsibilities that includes providing assistance with boarding and de-boarding transit buses, operating the wheelchair lift / ramp, assisting mobility impaired passengers board or de-board transit buses, securing wheelchairs using a restraint system, lifting the bike rack, lifting baggage compartment doors as may be required
Follow exact assigned service routes
Depart the start of each route on-time while never operating ahead of schedule
Report any bunching of buses or other problems that may disrupt scheduled service
Amazon Delivery Associate Feb. 2024 – Jun. 2024
Delivery Specialist /Customer Service Representative/Logistics Support
Efficiently sorted and loaded packages into delivery vehicles, ensuring accurate routing and adherence to safety protocols
Safely operated delivery vehicles, including vans and trucks, followed assigned routes and schedules to deliver packages to customers within designated time frames
Demonstrated exceptional customer service skills, providing friendly and professional interactions with customers during deliveries, addressing inquiries, and resolving any concerns
Utilized GPS navigation systems and route optimization tools to plan and optimize delivery routes, ensuring efficient and timely deliveries
Collaborated with dispatchers and team members to coordinate and streamline delivery operations, maintaining effective communication and ensuring smooth workflow
Maintained a clean driving record and adhered to all traffic laws and safety regulations to ensure the safety of self, customers, and fellow road users
Effectively managed and organized delivery paperwork, including delivery logs, manifests, and customer signatures, ensuring accurate documentation and record-keeping
Proactively reported any delivery exceptions or incidents, such as damaged packages or delivery delays, to the appropriate channels, ensuring prompt resolution and customer satisfaction
Demonstrated physical fitness and the ability to lift packages weighing up to 50 pounds, ensuring safe handling and delivery of various-sized packages
Adapted to changing delivery demands, including peak seasons and special promotions, by maintaining flexibility in work schedule and prioritizing time-sensitive deliveries
Participated in ongoing training programs and workshops to stay updated on delivery procedures, safety guidelines, and customer service techniques
Diligent Delivery Systems Sept. 2018 – Dec. 2023
Customer Service Representative/Logistics Support/Parts Specialist/Shipping & Receiving
Ability to handle high volume of inbound and outbound calls in a fast-paced environment in a professional and efficient manner
Safely and efficiently performs assigned processes to meet the required daily logistics activities
Maintain records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
Defused volatile customer situations calmly and courteously in a professional manner
Collaborates and communicates with logistics technicians, customer service representatives, quality personnel, and others involved in the shipment and receipt of products about information related to the shipment
Ability to work in a team environment as well as individually
Coordinates the return of rejected or unsuitable orders
Assisted with the ordering of materials through a variety of internal and external sources
Monitored all parts of stockroom and perform regular cycle count and ensure compliance to all safety regulations and procedures
Prepared invoices, special orders and executed other necessary paperwork in accordance with Company policy.
Compiles carrier and route assignments
Track, trace and update the status of shipments
General clerical duties include data entry, photocopying, faxing, scanning, emailing, and filing.
Demonstrate strong problem-solving and analytical skills.
Completed daily shipping and receiving tasks
Shipping and receiving specialist
Forklift operator standing/sitting
Netspend Corporation Jun 2017 – Apr 2018
Customer Service Representative
Ability to handle high volume of inbound and outbound calls in a fast-paced environment in a professional and efficient manner
Addressed and resolved customer product complaints empathetically and professionally
Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
Defused volatile customer situations calmly and courteously in a professional manner
Met service and quality standards
Ability to work in a team environment as well as individually
O'Riley Auto Parts Feb 2016 – Dec 2016
Delivery Parts Specialist
Provided excellent customer service through the safe and efficient delivery of parts and products to professional customers using a company provided vehicle
Collected money on collect on delivery (COD) deliveries
Picked up customer returns
Ensured efficient deliveries by quality checking orders that ultimately got products into the hands of customers
Effectively managed the cleanliness and standard maintenance of company provided vehicle
NexxLinxx May 2011 – Oct 2015
Retention Specialist
Supervisory Position/Team Lead Position
Properly directed inbound calls in phone queues to improve call flow
Addressed inbound customer service calls, dealing with inquires in an accurate fashion
Maintained up-to-date records
Developed new client retention strategies resulting in an increase
Built customer loyalty by placing outbound follow-up calls for customers that reported product issues
Ability to handle high volume of inbound and outbound calls in a fast pace environment in a professional and efficient manner
Ability to work in a team environment as well as individually
Customer service ability to handle irate callers in a professional manner
SafeSite Jan 2005 – Dec 2009
Driver/Warehouse Technician
Load truck accurately and safely for customer deliveries
Unload truck as needed at customer and/ or branch locations
Conduct self in a professional and ethical manner by treating customers with courtesy and respect at all times
Filled customers' orders by retrieving material from warehouse and other locations
Shipping and receiving specialist
Forklift operator stading/sitting
Adecco/Harte Hanks Feb 2004 – Dec 2004
Customer Service Representative
Addressed inbound customer service calls, dealing with inquires in an accurate fashion
Maintained up-to-date records/Data entry
Demonstrate strong problem-solving skills
Ability to handle high volume of inbound and outbound calls in a fast-paced environment in a professional and efficient manner
Ability to work in a team environment as well as individually
Customer service ability to handle irate callers in a professional manner
Spherion/Dell Jan 2003 – Jan 2004
Material Handler
Maintained inventory by identifying, labeling, and placing materials and supplies in stock
Locate materials and supplies by pulling and verifying materials
Received credit return materials and supplies from production
Prepared finished stock for shipment and loading
Documented products shipped
Demonstrated strong organizational and safety skills
Shipping and receiving specialist
Forklift operator standing/sitting
MCI Feb 2002 – Nov 2002
Telemarketing/Customer Service
Data entry updating customers' accounts
Properly directed inbound calls in phone queues to improve call flow
Assisted customers by up selling to buy company's products and services
Maintained up-to-date records by securing customers account information
Completed daily operations by following correct policies and procedures
Ability to handle high volume of inbound and outbound calls in a fast-paced environment in a professional and efficient manner
Ability to work in a team environment as well as individually
Customer service ability to handle irate callers in a professional manner
Education:
Marion Abramson High School, New Orleans, LA (Graduated May 1996)
References available upon request.
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