Customer Service Representative
Resume:
Tim Sot
Customer Service Representative with **+ years of experience.
Revere, MA 02151
******@*****.***
Professional Summary
Energetic and performance-driven Customer Service Representative with 10+ years of experience improving customer satisfaction and successfully defusing the toughest clients. Excellent communication and interpersonal skills and the ability to respectfully interface with executives from various departments and divisions.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Operations Supervisor
MBTA via Block By Block-Boston, MA
September 2020 to Present
• Manage a team of 4-30 people depending on shift and staffing.
• Utilize company-provided and personal electronics to track shift work.
• Use handheld radios to communicate accessibility calls, urgent, and emergency situations to dispatcher.
• Deploy a metal bridgeplate and accommodate passengers with accessibility needs.
• Use a reporting system to record statistics for all relevant events (fare evasion, assistance, etc)
• Use a reporting system to record, accurately and in detail, incident and maintenance reports.
• Using a website to check statistics of assigned team, and coaching any areas in need of improvement based on memorized standards.
• Hold team members accountable, and address any disciplinary or behavioral issues professionally and in an HR compliant manner.
• Issue counseling and discipline to subordinates when required, for attendance, behavior, performance, etc.
• Use deescalation skills when confronted with a difficult situation.
• Provide feedback to team members daily on performance, and supply company-provided rewards where granted.
• Provide daily feedback to upper management team based on team performance.
• Complete daily fitness for duty checks on all team members (assessing uniforms, equipment, as well as ensuring individual is well and not under the influence)
• Use the transit system to travel between stations to visit and supervise team members.
• Deliver, assess, and replace equipment to team members as needed.
• Utilize technical skills to trouble shoot equipment issues to assess repairs needed.
• Deliver uniform pieces as needed to team members.
• Keep a daily record of specific equipment locations.
• Utilize When I Work application to check scheduling to create team list before every shift.
• Report whereabouts throughout shift to upper management.
• Use time management skills to supervise all team members multiple times a day, visit management office for supplies, and cover lunch breaks of team members.
• Cooperate with other supervisors to assist with other teams when necessary.
• Shift staffing to alternate locations to cover open stations, potentially making multiple moves in order to be most efficient and sensible for everyone involved.
• Report any issues needing CCTV review to upper management.
• Submit to regular and random drug tests.
• Answer questions of team members regarding customer issues, HR, scheduling, etc. And directing them to the appropriate department if needed.
• Train with management to learn upper management duties (attendance tracker, tracking complaints, dispensing duties to other operations supervisors, etc).
• Complete daily video meetings with assigned team to inform of any necessary information, feedback, process changes, or special requests.
• Working with other operations supervisors to find coverage for any vacant posts, including when posts become vacant mid-shift for various reasons.
• Work with a team that changes daily, and adapting work styles with new team members consistently.
• Exercising time management skills to accomplish all assigned tasks, supervise team properly, and record all information accurately and on time.
• Meet daily deadlines for tasks.
• Utilize KRONOS for timekeeping.
Transit Ambassador
Block By Block-Boston, MA
November 2019 to Present
• Greeted passengers with hospitable kindness as they traverse the MBTA transit system.
• Assisted passengers in buying transit fare for subway, trolley, local and express bus, commuter rail, and ferry.
• Directed passengers to popular and/or obscure destinations via expert knowledge of the locale and transit options.
• Utilized personal knowledge and experience of the transit system to provide the most efficient and comfortable routes during system disruption.
• Expertly navigated transit apps, maps, and websites to provide the most accurate and up-to-date information to passengers.
• Recovered and logged lost items accurately prior to following varying internal protocols for valuable, dangerous, or personally-identifiable items.
• Aided passengers in recovering lost and/or stolen valuables.
• Monitored stations to ensure passenger safety, station cleanliness and good repair, and equipment functionality.
• Aided passengers in obtaining passage to the transit system when unable to do so themself, including aiding unhoused individuals in obtaining passage to shelters when necessary.
• Utilized provided equipment (Ipad, portable radio, landline phone) to report station repair, place work orders, and request assistance when necessary.
• Reported maintenance issues such as fare equipment malfunction, fixtures disrepair, and safety hazards.
• Directed and aided passengers during times of distress or system emergencies such as fires, elevator entrapments, and assaults.
• Thoroughly and accurately recorded incidents of distress and/or emergency via provided software.
• Provided hospitable customer service to passengers with concerns about various issues such as fares, system disruption, system diversions, etc..
• Reported daily necessary equipment and concerns to supervisors and managers on duty.
• Worked in conjunction with other MBTA officials during times of disruption and magnanimously increased ridership due to events in the locale.
• Stood/traversed for a ~9 hour shift with regular breaks.
• Maintained a well-groomed, professional appearance with provided uniforms appropriate for the weather and season.
• Participated in a workplace event and provided with a certificate indicating excellence in the position due to overall performance and/or during a notable event. Associate Trainer
Panera Bread-Boston, MA
November 2017 to November 2019
• Being able to speak to and explain all menu items to trainee.
• Use corrective feedback while using hip-to-hip training.
• Prepare all food items using the SBS and job aids available.
• Ensure food safety and knowing corrective actions.
• Keeping a positive attitude at all times during the training process.
• Ensure clean, organized, safe environment in all areas of the café.
• Using all Panera equipment correctly and with care.
• Ensure 100% accuracy, speed, quality and presentation of all orders.
• Follow process maps and process discipline.
• Role model customer interaction and exude Panera Warmth. Crew Member
Five Guys Burgers & Fries-Boston, MA
August 2015 to October 2017
• Offer friendly service to all guests.
• Take customer orders, maintain fast, accurate service, and positive guest relations.
• Operate grill and sandwich stations in an efficient and safe manner.
• Ensure company standards on equipment, facility, and grounds are maintained.
• Ensure food quality and 100% customer satisfaction.
• Maintain the restaurant with regards to cleanliness, neatness and customer accessibility.
• Use the company cash register accurately and maintain proper control of company assets.
• Work as a team member to support other restaurant employees in their duties and other duties assigned by General Manager or Assistant Manager.
Shift Supervisor
Papa John's-Revere, MA
January 2013 to July 2015
• Led and directed team members on effective methods, operations and procedures.
• Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes.
• Reconciled cash and credit card transactions to maintain accurate records.
• Delivered in-depth training to workers in food preparation and customer- facing roles to promote strong team performance.
• Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
• Carefully interviewed, selected, trained and supervised staff.
• Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
• Created fun team building activities to engage staff in up-selling to meet revenue targets.
• Oversaw front of house personnel to maintain adequate staffing and minimize overtime. Education
High School Diploma
Revere High School - Revere, MA
September 2009 to June 2013
Skills
• Microsoft Office
• POS
• Analysis skills
• English
• Recruiting
• Food preparation
• Leadership
• Time management
• Guest Relations Experience
• Catering
• Restaurant experience
• Management
• Culinary experience
• Customer service
• Guest Services
• Food Safety
• Sales
• Statistics
• Kronos
• Inventory Control
• Payroll
• Upselling
• Pricing
• Shift Management
• Human Resources
• Supervising Experience
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