Customer Service Call Center

Adneris Rivera

Montgomery, IL ***** 773-***-**** *******@*****.***

PROFESSIONAL SUMMARY

Versatile Operations Specialist successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results. Successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.

SKILLS

Logistics expertise

Supply chain logistics

Knowledge of content management

Leadership abilities

Customer Relations

Written Communication

Teamwork and Collaboration

Clerical Support

Flexible and Adaptable

Decision Making

Interpersonal Communication

Problem-Solving

WORK HISTORY

SR. OPERATIONS SPECIALIST 12/2019 to CURRENT

Waste Management Inc Cicero, IL

Processed electronic fund transfers and payments generated from the facility

Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices as it related to accounts payable and supplies

Trained and mentored new hire employees in the specialist role.

Motivated and trained employees on a healthy lifestyle thought the company wellness program as a wellness champion

Identified workflow improvements and worked with operations team to establish new procedures as it related to billing process and account payable procedures

Provided operations support for contractual, administrative and financial aspects of Waste Management

Evaluated quality and reasonable cost of vendor services for business support.

Managed quality and costs of organization.

Developed and deepened relationships with customers, vendors and internal stakeholders.

Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.

TRANSPOTATION DISPACTHER 03/2004 to 11/2019

Gate Gourmet Chicago, IL

Executed airline catering services to several of the largest airlines in the industry

Reviewed paperwork and contracts prior to dispatching members to support accuracy and clarify understanding of details.

Handled incoming calls and emails from customers regarding issues with deliveries.

Directed investigations to verify and resolve customer or vendor complaints.

Maintained updated and detailed records of calls in physical and electronic database.

Provided safety training and development services for new and existing drivers.

Planned and coordinated fleet moves with over 100 personnel.

Coordinated dispatching of 90 drivers to accomplish daily delivery requirements.

Inspected work output and processes for adherence to standards and specifications.

Built professional relationships with new customers and cultivated existing ones through active listening and intelligent open-ended questioning.

Delivered exceptional customer service to individuals contacting company's call center for support and assistance.

Worked closely with customers to effectively resolve issues and complaints.

Oversaw loading and unloading of company vehicles.

Informed transportation department about equipment breakdowns and provided updates on completion of work orders on trucks and trailers.

Communicated with employees to assign projects and determine which trucks and equipment will be used with each load.

Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.

Evaluated and adjusted over 90 routes based on daily needs, available workers, traffic hazards and weather conditions.

Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.

Closely monitored dispatch board to triage and prioritize over 100 daily calls.

Monitor, update and maintain all DOT files to ensure compliance to credentials within the department.

EDUCATION

Associate of Arts 06/2016

University of Phoenix, Tempe, AZ

LANGUAGES

Spanish

Native or Bilingual

.

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