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Customer Service Representative

Oakland, California, United States
September 16, 2019

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Oakland, CA ***** 734-***-****


A highly organized and driven operations professional with a proven record of success in maintaining smooth operations throughout multiple locations for national organizations. Leverages exceptional interpersonal and customer-facing skills while working with diverse teams and clientele. Draws upon a broad knowledge base in commercial vehicle, aircraft, and automotive systems to ensure minimal downtime while maximizing productivity. Serves as an analytical problem-solver who overcomes complex challenges by implementing winning solutions to secure the lasting success of an organization. Signature Strengths: Operations Dispatching Regulatory Compliance Project Management Scheduling Fleet Maintenance Transportation Logistics Staffing Training & Development Equipment Management Quality Assurance Continuous Improvement Team Leadership MS Office Tripshot Google Docs EXPERIENCE

HALLCON / LOOP TRANSPORTATION, Mountain View, CA;2013-Present Lead Dispatcher (Transportation Operations Coordinator)

Manages afternoon commute operations; oversees three (3) direct report dispatchers and 350 Google Bus operators responsible for transporting employees from centralized stops to Mountain View headquarters.

Responsible for project management, scheduling, fleet maintenance, daily shift staffing, and dispatcher training.

Oversees fleet operations for Google offices in Los Angeles, Austin, and Seattle.

Directs intermediary team serving between nine (9) vendors for the client.

Prioritizes scheduled / unscheduled maintenance by coordinating between vendor managers, operators, and maintenance provider.

Ensures that all drivers report on time; performs complete and accurate bus inspections.

Directs flow of buses from centralized station via radio, GPS tracking, and Tripshot technology implementation; ensures that drivers maintain routing compliance.

Implements corrective actions for early / late departures to ensure on-time performance for all passengers.

Prepares and completes daily dispatch log and shift report of operational issues.

Creates best practices for bus breakdowns, passenger rescue, coach recovery, and documentation procedures.

Coordinates between Google management, internal security, transportation management, CHP, fire department, maintenance provider, and driver vendors during emergencies and accidents; provides immediate transportation response to evacuate personnel following emergency incidents.

Leads weekend charter operation planning, assigning vehicles based on mechanical viability and bus-friendly routing.

Develops training materials to standardize essential job functions and baseline knowledge for new hire dispatchers.

Implements mechanical troubleshooting curriculum and holds training sessions for junior dispatch staff; establishes best practices for escalation to maintenance vendor.

GATE GOURMET, South San Francisco, CA; 2011-2013; 2006-2008 Transportation Supervisor, 2012-2013

Managed a team of 40 direct reports, consisting of drivers and driver helpers.

Ensured trucks adhere to scheduled dock departures by supplying employees with required equipment.

Relayed service requirements from airlines to operations manager, meal planner, leads, and drivers.

Obtained control sheets and created daily assignments for team drivers to flights.

Ensured team compliance with safety procedures and Airport Transport Authority badging requirements. Supply Supervisor, South San Francisco, CA; 2011-2012

Maintained timely production volume for all accounts on a daily basis.

Oversaw up to 30 liquor / beverage process team members.

Managed daily schedules and assigned responsibilities / workstations.

Ensured safety, quality, and compliance with customer specifications, regulatory requirements, and company policies. Customer Service Representative, Romulus, MI;2006-2008

Started as customer service representative during college; transported airline galley equipment to various aircrafts.

Interfaced with airline representatives to manage inventory on aircraft and in warehouse.

Adhered to customer guidelines and airline / safety regulations. EDUCATION & CERTIFICATION

EASTERN MICHIGAN UNIVERSITY,Ypsilanti, MI, B.S., Aviation Technology Certified Private Pilot, 150+ Hours


Guinness World Record Participant, 24-Hours of Lemons Racing Series,2014 Eagle Scout, Boy Scouts of America,2004

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