Customer Service Representative
Resume:
Steven K. Valentine
****************@*****.***
EDUCATION
Chicago State University, B.S. Business Management, December 1995
EXPERIENCE
November 2020 - Present U-Haul/Customer service representative
• Use smartphone based Uscan technology to manage rentals, returns, and inventory
• Move and hookup U-haul trucks and trailers
• Clean and inspect equipment on the lot including checking fluid levels
• Answer questions and educate customers regarding products and services
• Prepare rentals and invoices and except rental returns
• Install hitches to personal vehicles(wiring and non wiring)
• Train new employees on equipment, procedures, and U-haul policies
December 2019 – Sept. 2021 MV Transportation (PACE) / Para Transit Driver
Private transit, driving passengers from one place to another including: seniors, the disabled and unruly passengers
Drive various routes (scheduled and spontaneous) within the city of Chicago and surrounding suburbs
Customer service: door-to-door service, collect fares, answer questions, assist disabled passengers
Operate multiple company vehicles: bus and van
Inspect the company vehicle(s) for routine maintenance, in accordance with company policy and procedures
Obey and yield to traffic laws, following sate and federal transit regulations
December 2018 – September 2019 American Public Defense / Corporal Supervisor
Liaison between corporate clients and security officers, ensuring that the contractual agreement(s) are met by staff
Reinforce company compliance in alignment with policy and procedures with the client & officers
Supervise 3-12 full-time officers in multiple territories/locations, within the state of IL
Staff, train & manage current security officers shifts/schedules
Train first time officers and stand-in for officer’s shifts, when needed
Ensure all Post Order Books are up to date and properly filled with paperwork
Check in with the client management department 1-2 times a month, to ensure client service guidelines are met
On call 24/7, for shift management and stand-in shifts
Attend weekly/monthly upper management meetings
Process and report all disciplinary matters and/or incidents to upper management
Flexible to perform upper management request, ensuring all client’s needs are met
February 2005 – August 2017 Transportation Security Administration, TSA / Lead Officer
Schedule & Lead 12-24 TSA Employees, while balancing and delegating daily workload among various skill levels.
Prioritize and adjust the workload in accordance with set guidelines.
Train and schedule technical training of team members, while monitoring and reporting status and progress of work.
Manage the TSA staff and the overall flow of traffic throughout the airport checkpoint site, on a day-to-day basis.
Resolve informal complaints of employees and make referrals, such as formal grievances and appeals to supervisors and upper management.
Serve as a coach, facilitator and/or negotiator in coordinating team initiatives and activities amongst team leaders.
Represent the team with upper level management, by obtaining supportive resources to safely service the public.
Conduct informational briefing concerning security, including classified information.
Assist senior level management with classified investigations.
Demonstrated Skills
Excellent oral & written communication skills, at a management level
Ability to build relationships, problem solve, train and manage staff
Microsoft Word, Excel, Windows, WWW Research
References Available Upon Request
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