Supervisor, Driver Contact Center

Lindsay Rosario

Supervisor, Driver Services

**** ******* ***** *****, ********** IL 60586

847-***-****-Cell

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

Objective

Dedicated and service driven Client Services Leader with over 13 years of experience impacting a world class customer experience. Seeking an opportunity to utilize strong skillsets in building high performing teams with a customer centric mindset in an organization that fosters growth in an ongoing learning environment.

Skills & Competencies

Client Centric

Leadership

Organizational Skills

Time Management

Deadline Driven

Vendor Relations

Conflict Resolution

Escalations

Salesforce

Coaching & Development

Order Administration

Training

Professional Experience

Wheels Incorporated October 2009 – Present

Client Service and Quality Supervisor

Manage up to 20 employees

Handle driver and client escalations

Manage payroll and policy adherence

Hold monthly team meetings

Responsible for answering team lead line questions throughout the day

Interim Trainer to support all skill levels

Write and deliver annual reviews

Arrange for associate side by sides to achieve their career path

Assist management with new process improvements and distribution

Assisted with achieving service level goals and preventing outliers

Interviewed potential new hires

Conduct monthly employee evaluations

Developed and mentored new and associates

Quality Coach

Mentor/Coach new hires and existing associates

Approve changes/updates to Lotus Notes

Assist with updating training materials

Transcribed escalated call recordings for internal and external customers

Manage the Quality email box

Interview potential new hires

Created quality contests to support internal morale

Driver Care Operations

Responsible for responding to as many as 100 Case Management (Dynamics) emails per day

Correcting collision reports that are in DSC Review status

Provide internal support to Account Executives, DSA’s, and several different departments

Handle escalations from different departments when necessary

Driver Services Associate

·Responsible for up to 100 inbound calls per day

·Certified in MAP, Collision Management, Order Administration, Licensing and Titling, and Driver Assistance products

·Support drivers with any needed activities (logging on, reporting mileage, tax compliance, etc.)

·Mentor for new hires

·Salesforce

·Tableau

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