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Customer Care Manager

Location:
Whitehouse, MD, 20705
Posted:
December 14, 2020

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Resume:

RUTH MERICLE

Operations Manager

CONTACT

PHONE:

240-***-****

EMAIL:

adint2@r.postjobfree.com

Specialist in manpower planning and quality assurance.

Vast experience in customer service issues, problem solving, and multi-tasking

Vast knowledge in geographical layout of DMV. So much so given nickname of “Walking GPS.”.

Ability to work in highly diversified customer and employee base.

Excellent decision making skills.

EDUCATION

George Washington University

8/1978 -5/1982

WORK EXPERIENCE

DTS TRANSPORTATION, SPENCERVILLE MD DISPATCHER

FEB 2017–PRESENT

Scheduled drivers for jobs

Handled any emergency or right away jobs

Maintained constant communication with drivers

Monitored drivers on GPS for speed, safety, and traffic

Monitored flights and trains schedules for clients and updated drivers

SUPREME AIRPORT SHUTTLE, BWI AIRPORT

MAY 2014- FEB 2017

Ran daily operation for shared ride transportation from Airport

Recruited and hired staff of, twenty, and forty-three drivers

Set schedule for staff

Evaluated staff and drivers every six months

Reconciled cash outs from agents and prepared money for deposit

Supervised, dispatched, and monitored the forty-three franchised drivers

Resolved customer issues according to Supremes’ policy and procedures

Point of contact between Supreme and Airport Authority

NON STOP DELIVERY CUSTOMER CARE MANAGER

OCT. 2012 –JAN 2014

Recruited, hired, disciplined, and fired staff for call center and non-call center employees

Ensured that calls were answered promptly, politely, and professionally

Compiled and analyzed data to determine areas of concern before making necessary corrective measures

Recommended and implemented service and processed improvements

Determined staffing needs, schedules, and assigned work to direct reports to meet service and budget targets

Developed and implemented performance standards for the call center

Implemented training curriculum designed to enhance agent skill levels, minimize recurrent performance deficiencies and promote positional cross training

Submitted weekly performance measures, activity reports, and trend analysis to executives

Developed and updated policies and procedures

Monitored various equipment, hardware to ensure optimal operating conditions

BARWOOD TAXI, CUSTOMER CARE MANAGER

AUG, 2012- AUG 2012

Recruited, hired, disciplined, and fired staff for call center and non-call center employees

Ensured that calls were answered promptly, politely, and professionally

Compiled and analyzed data to determine areas of concern before making necessary corrective measures

Recommended and implemented service and processed improvements

Determined staffing needs, schedules, and assigned work to direct reports to meet service and budget targets

Developed and implemented performance standards for the call center

Implemented training curriculum designed to enhance agent skill levels, minimize recurrent performance deficiencies and promote positional cross training

Submitted weekly performance measures, activity reports, and trend analysis to executives

Developed and updated policies and procedures

Monitored various equipment, hardware to ensure optimal operating conditions

SUPERSHUTTLE IAD AIRPORT DIRECTOR OF AIRPORT OPERATIONS

JUNE 2005- AUG. 2010

Managed daily operation of Super Shuttle at IAD

Recruited, hired, discipled, fired staff of twenty with a 90% retention

Set staffing schedule

Supervised, dispatched, and monitored 140 Super Shuttle Franchise drivers

Designed and implemented cash reconciliation process for verification and delivery

Resolved customer issues

Attended monthly meetings with Airport Authority

HERTZ CORPORATION DISTIBUTION MANAGER

OCT. 1999 – JUNE 2005

Managed distribution of fleet of 10000 vehicles to all of Hertz’s thirty- five locations in area

Supervised seventy-five drivers

Maintained personnel and payroll database

Fast pace operation. Multitasked by assigning and modifying drivers duties based on clients’ needs

Ability to negotiate contracts from vendors

Knowledgeable in policies and procedures with OSHA and HAZMAT

Trained new hires.

BALTIMORE SUN NEWSPAPER, INDEPENDENT AGENT

OCT. 1997-1999

WASHNGTON POST NEWPAPER DISPATCH OPERATIONS MANAGER

OCT. 1979 – OCT 1997

REFERENCES

AVAILABLE UPON REQUEST



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