Customer Service Call Center

LAURIE TROUT

NASHVILLE TN· ady9dn@r.postjobfree.com · 206- 331- 0070

ARTICULATE SAFETY MANAGER WITH 20-YEAR TRACK RECORD OF DEVELOPING AND IMPLEMENTING SUCCESSFUL SAFETY PROGRAMS. EXPERIENCED IN CULTIVATING SAFE AND POSITIVE WORK ENVIRONMENTS TO REDUCE RISK, INCREASE MORALE, AND PROMOTE OVERALL COMMITMENT TO SAFETY. DETAIL-ORIENTED TEAM PLAYER WITH STRONG ORGANIZATIONAL SKILLS. ABILITY TO HANDLE MULTIPLE PROJECTS SIMULTANEOUSLY WITH A HIGH DEGREE OF ACCURACY.SKILLS

• Onboarding

• Staff Training

• Corrective Actions

• Terminations

• Employee Records and Compliance Management

• Customer Service

• Claims Evaluations

• Incident Reporting

• Performance Management

• Staff Meetings

• Safety and Risk Assessments

WORK EXPERIENCE

Safety Manager

Grayline TN July 2022 – Present

• Monitor and review driver performance in accordance with company policies and practices.

• Monitor FMCSA and DOT regulations, compliance, and Hours of service.

• Identify safety issues and operational inefficiencies.

• Corrective actions

• Coordinate and track driver credentials to ensure company stays in compliance.

• Communicate with techs regarding fleet safety needs.

• Conduct quarterly safety meetings.

• Track accidents File accident claims and communicate with insurance company.

• Trained employees in most current regulations and practices in effort to prevent mishaps and promote overall safety.

• Facilitated meetings with upper management and executives to discuss ways that safety could be improved.

Territory Manager

TransWest February 2018 – July 2022

• Monitor and review driver performance.

• Provide coaching when necessary.

• Identify safety issues and operational inefficiencies.

• Monitor FMCSA, DOT regulation and Hours of service.

• Supervise daily operations Conduct Daily safety huddles with drivers at the beginning of each shift.

• Part of the Safety Committee

• Coordinate and track driver credentials for Eastside Division

• Payroll for assigned division.

• Corrective Actions

• Manage time off requests for division drivers and leads.

• Communicate with techs regarding fleet needs.

• Conduct monthly safety meetings.

• Developed systems and procedures to improve operational quality and team efficiency. Assistant Manager

First Student September 2013 – April 2016

Supervise daily operations and supervise over 150 drivers, staff, and technicians.

Monitors driver performance, identify safety issues and operational inefficiencies.

Provide coaching when necessary.

Corrective actions, meeting with employee and union representative

Take actions to resolve issues and/or discuss recommendations with Contract Manager.

Billing for charter work

Implement management policies and practices, independent of management review, in accordance with company policy, regulatory requirements, and union contracts.

Customer Service. Resolves client complaints, safety and operational efficiency issues based on established company policies, regulatory requirements, and union contracts.

Recommends actions to Contract Manager for issues not covered by policies.

Audits and corrects athletic trip invoices based on guidelines.

Reviews union grievances and contract interpretation with Contract Manager. Dispatcher

First Student Feb-2003 – September 2013)

Opened the office, attended to any changes that came the previous night, checked in drivers and answered any questions they may have about their routes.

Reassigned and rerouted perm and standby drivers when buses went down so all routes were covered.

Worked on the All Stars and First Attendance computer programs.

Quoted the cost of chartering a bus for new and currents customers. Scheduler

The Polyclinic Mar-2002 - Jan-2003

Answer patient calls and schedule appointments for the doctors in the clinic

Manage multiple doctors’ calendars and day to day operations. Call Center Manager/ Customer Relations

Merino LanguageLink May-1998 - Sep-2001

Managed call center for interpreting service, personnel, schedules, and time off requests.

Received and resolved escalated problematic customer service calls EDUCATION

Bachelor’s in business management

University of Phoenix

Seattle, WA

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