Ramp Agent Service Representative

Bridget Louise Rayll Davis

Tulsa, OK. *****

Phone: 918-***-****

E-Mail: ****************@*****.***

Skills

Customer Satisfaction

Inventory

Billing

Microsoft Excel

Accounting

Professional Summary

Multi-talented CSR consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.

Accomplishments

1.Collaborated with team of 6 in the development of Tech Portal Flow.

2.Used Microsoft Excel to develop inventory & ticket tracking spreadsheets.

3.Supervised team of 25 field service technicians.

Work History

Hideaway Pizza

Hostess, Server, and Shift leader / Tulsa, OK. / May 2000- May 2003

Worked my way up the totem pole, from the very bottom as a hostess and dishwasher to 3rd from the top as a shift leader.

This facility taught me about team work, this was due to tip share, at the end of the night all the tips were counted up and divided by hours of all employees except management.

This made everyone help each other out to reach the same goal, as well as helped me learn Microsoft excel, the accounting for this process all used to be done by hand until I wrote an excel template to where the we just had to enter the numbers after counting the tips.

Gina's Pizza

Cashier, Delivery Driver, and Assistant Manager / Costa Mesa, CA. / August 2003- June 2005

I managed financial, and business skills through the operation, and learned always be ready for the unexpected.

I led shifts shorthanded, learned to fill in wherever needed helping co-workers.

I developed, and conducted tests for the restaurant not limited to, but including menu items, as well as abbreviation and the business history, as well as study sheets to help employees gain knowledge of the food, and abbreviations for the tests.

Orchestrated positive customer experiences at all stages by overseeing every area of operations.

Oversaw balancing of cash registers, reconciled transactions and deposited

Reviewed and approved employee schedules and timesheets. Motivated staff to perform at peak efficiency and quality.

Maintained compliance with company policies and procedures for food safety, sanitation and quality.

Controlled labor hours and inventory costs through hands-on management and proactive changes. Coordinated and organized all restaurant inventory.

Hennessey's Tavern

Bartender and Server/ Las Vegas, NV/ October 2005- March 2007

Trained on the floor as a server, and with-in 2 weeks was promoted to a closing shift lead. On days we had an unexpected absence I would run the bar as well as take a small section of tables. Volunteered to take-on some extra shifts as day time bartender; to help the management fill in blanks on the schedule; then quickly promoted to full time bartender.

Stayed up-to-date on state laws regarding alcoholic beverage services and maintained compliance for inspections. Requested official identification for alcoholic beverages and gaming payouts meeting strict legal standards of underage sales.

Maintained secure cash drawers, promptly resolving discrepancies for accuracy. Maintained accurate cash drawer of $[Amount] per shift. Managed accurate register and produced daily sales reports backing up inventory usage numbers.

Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands. Kept accurate inventories and notified management of ordering needs for liquor, beer, wine and bar supplies. Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers.

Took customer orders and capitalized on opportunities to sell special beverage and food options. Assisted servers with specialty drinks orders by preparing on-demand items without delay. Operated efficiently in high-volume setting to prepare and serve more than [Number] drinks per hour.

Set up bar for operation, obtained cash bank and stocked service bar. Set up glassware, liquor and other necessary supplies for special events. Waited on up to 60 customers at bar as well as made all the drinks including non-alcoholic beverages for the entire restaurant. Polished glassware, bussed tables and removed debris to keep customer areas fresh and clean. This entails making drinks for the entire restaurant including refills and the payouts for the slot machines on a daily basis, we also made all lemonade grapefruit and orange juices squeezed fresh daily by hand.

United Airlines

Customer Services Representative / Tulsa, OK. / April 2007- February 2010

Trained as a ground personnel ramp agent, marshaling in and pushing back refilling potable water scanning, loading and unloading baggage and when needed de-icing all United /United Express aircraft that operated out of Tulsa.

I decided when not busy with flights on the ground I started assisting the first class check in and gate agents and quickly caught and started working more shifts because my boss was able to cross utilize me in multiple roles, sometimes dually through-out my shift (e.g.

I would start my day by checking customers in at the ticket counter then I would go to the gates and board the aircraft, then would calculate the weight and balances, and then go down to the ramp and drive the de-icing truck especially if we were short-handed.

Secondary collaterals included auditing payroll exceptions, as well as fuel receipts and even though all gate Agents were responsible for restocking all items & updating inventory, I infiltrated a system and made a checklist for efficiency and organization, to keep it consistent and to have the gate and flight attendants never left short of an item, that is provided by any aviation agent ground, gate or ticketing, it also helped keep track of its inventory.

Reviewed tickets, identification and passports to verify traveler identity. Collaborated with passengers and travel agents to resolve booking issues, correct fares and clarify rules. Sold Premier tickets to customers and upgraded seats throughout my day at the gate, pricing and identifying best transportation routes. Input appropriate information into Apollo system, including customer tickets. Processed order and provided customers with detailed itineraries, tickets and receipts. Directed passengers to correct airport terminal locations. Checked baggage at gate and loaded onto ramp.

Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills. Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.

Dish network

Customer Service Representative Tier III/ Tulsa, OK. / September 2012- July 2015

Started as a Frontline agent assisting in billing questions, making changes to accounts, as well as educating the customers in self-service, becoming familiar with channel line ups, explaining blackouts for sports, and copyright messages.

I was tech moved into Advanced Tech Support within 6 months, and absorbed the concept, and explained to a customer in such a way that we could fix any issue over the phone.

My statistics spoke for themselves and I advanced quickly, was soon promoted to Advanced Tech with this promotion I assisted in rewriting the "tech portal flow" as well as assisted with tech question and answers with 2-3 frontline teams.

After 1 week of training and 2 weeks in my new position I was ranked in the top 15 out of 600 agents in Tulsa.

Troubleshot and diagnosed problems to accurately resolve wide range of technical issues. Broke down and evaluated user problems using test scripts, personal expertise and probing questions.

Explained technical information in clear terms to non-technical individuals to promote better understanding. Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.

Coca-Cola

Customer Scheduling Specialist / Tulsa, OK. / August 2016- February 2017

Monitored the GPS, technicians’ times while setting up routes for next day, making sure techs scheduled in zones had proper qualifications and permits Notified Field Support Supervisors on any problems in the field including Emergency calls that we could not schedule, notifying the On- Call tech when calls came in, emailed every evening a list of uncompleted calls.

Identified service gaps and located needed resources for individuals, including housing, work placement and other support.

Worked with Field supervisors to resolve delay, permit, or certification problems, improved operations and provide exceptional customer service.

Improved quality processes for increased efficiency and effectiveness. Followed procedures to minimize errors and maximize customer satisfaction.

Received incoming calls and messages and addressed, and scheduled phone requests.

Monitored and supported production order progress through [Timeframe] statistical models, and GPS monitoring. Placed techs in zones according to volumes, then made outbound calls to customers with ETA updates.

Created scheduling reports in Multiple systems to efficiently and effectively move product and adhere to commitments and find Duplicate tickets for service calls.

Collaborated with materials purchasing specialist to meet production requirements and quality standards. Tracked customer shipment requirements to improve customer satisfaction while increasing service efficiencies.

Capital One

Account Manager Specialist / Tulsa, OK. / February 2017- March 2018

Scored the top of my training class, as well as had the highest customer satisfaction surveys, and collected the most on my assigned accounts by working with my customers.

Worked with clients to find the best financial solution to keep them in their cars. Contacted clients with past due accounts to formulate payment plans and discuss restructuring & Set up payment plans as well, as reminder phone calls to keep my accounts out of Repo.

Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.

Performed targeted collections on past due accounts aged over 30 days. Identified, researched and resolved billing variances to maintain system accuracy and currency.

Arvest Bank Group Inc.

Arvest Bank Associate / Tulsa, OK. / 2019

Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.

Improved quality processes for increased efficiency and effectiveness.

Followed quality standards and procedures to minimize errors and maximize customer satisfaction.

Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.

Received incoming calls and messages and addressed or triaged phone requests.

Tracked customer shipment requirements to improve customer satisfaction while increasing service efficiencies.

DXC Technologies

Digital Transparency Company / Tulsa, OK. / January 2019- current

Managed trades using quantitative and technological techniques.

Read financial publications to remain informed about trends affecting market conditions.

Improved quality processes for increased efficiency and effectiveness.

Adhered to established policies, procedures and compliance for satisfactory audit rating.

Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.

Worked with customers, agents, and plan administrators to understand requirements and provide exceptional customer service.

12 and 12

Chemical Dependency Tech/Tulsa, OK./ 2021

Admitted Clients, discharged clients. Made sure clients were at appointments

Did nightly bed checks. As well as the paperwork for the next day including charting

Gave accurate information to clients as well as their weekly schedules, protocols on room searches, UAs, resolved client conflicts, enforced rules or documented client behavior to counselors.

Education

Orange Coast College Costa Mesa, CA.

Business Management, Accounting, and Photography

Tulsa Community College Tulsa, OK.

Deans Honor Role- Core Academics

Booker T. Washington High School Tulsa, OK.

Diploma

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