Records Clerk Customer Service

Zsan P. Robinson

(P) 813-***-****

************@*****.***

EXPERIENCE

Waste Management Inc. of Florida Tampa - Florida (July 2018 – February 2020)

Commercial Senior Route Manager

●Plan, distribute, and supervise daily route assignments to ensure customers are serviced per company standards and contractual agreements.

●Created process to increase commercial route efficiency 8% from 59.4 to 64.5 yards per hour which reduced driver overtime by 10% month equaling $132K savings per year.

●Oversee a total of 22 drivers managing Hillsborough and Polk County covering 28K miles per month.

●Manage a team of 43 drivers, maintenance and administrative workers and retained 95% by implementing driver culture initiatives aimed at route accountability.

●Analyze weekly demand and recommend re-routes to the routing analyst promoting efficiency and potential gains.

●Set and monitor productivity, service, and safety targets for each route and driver leading to 2018 Waste Management safety effectiveness award for Florida by reducing accidents and Company/Occupational Safety and Health Administration (OSHA) recordable injuries by 10 YOY.

Waste Management Inc. of Florida Sarasota - Florida (April 2016 - July 2018)

Senior Route Manager

●Coordinate daily operations including organizing all necessary resources required to accomplish performance objectives while meeting the needs of the Maintenance team.

●Participates in regular P&L reviews to ensure that all budgets are met; develops and implements programs for optimal equipment utilization, equipment maintenance, and labor and material costs.

●Assists with personnel needs of the department including selecting, coaching, disciplining, and training employees and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.

●Regained Sarasota County contract with exceptional customer service and by minimizing missed pick ups

●Decreased accidents and injuries YOY by 5%

●Reduced customer complaints by 50% year over year

Waste Management Inc. of Florida Tampa - Florida (August 2009 – April 2016)

Residential Route Manager

●Ensure driver compliance with regulatory testing and training (e.g., physicals, drugs, alcohol, etc.).

●Conduct root cause investigations for all injuries and incidents to promote discipline and foster retraining.

●Perform customer visits to evaluate/resolve safety concerns, identifying service alternatives where appropriate.

●Document problems and solutions, providing instructions to dispatch/service should problems recur.

Adecco S.A. Bedminster, NJ (June 2007 – March 2009)

Subpoena Compliance Phone Records Clerk – Verizon Wireless

● Provided subpoena process support for law enforcement research team.

●Prioritized action plans for exigent issues including criminal, civil, and Amber Alert matters.

●Interacted with state and federal law enforcement officers and public safety officials.

●Assembled and produced communication records to Neustar for civil subpoena processing assistance.

EDUCATION

Troy University Troy - Alabama (August 2002 - December 2006)

•BS in Business Administration w/ concentration in Accounting.

•IT integrated education included database, HTML/Web page design, and information systems management.

•Full Athletic Scholarship for NCAA Division I Football.

AWARDS/ ACCOMPLISHMENTS/ VOLUNTEER ACTIVITIES

Fellowship of Christian Athletes or F.C.A. (August 2002- Present)

Troy University Football (August 2002-October 2003)

Volunteer Mentor in Brevard County (August 2000-May 2002)

NSCA All-American− Troy University (April 2007)

Achieved Top Ranking as a Route Manager at Waste Management (December 2016)

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