Operations Supervisor with 12+ Years Experience

Tiana Bowden

Operations Supervisor

ADDRESS **** ****** **

Bushkill, Pennsylvania

United States

EMAIL ************@*****.***

PHONE 570-***-****

** ******* ******** ********** ********** with 12 years of experience in logistics, customer service, and transit control, seekinga Dispatcher/Customer Service Representative role. Excelled in managing driver operations, resolving customer issues,and maintaining high customer satisfaction. Proficient in MS Office Suite and CRM systems, adept at multitaskingand time management.

02 EMPLOYMENT HISTORY

Aug 2018 — Jan 2024 Operations Supervisor at T-Force Medical Logistics

• Managed a team of drivers, conducting performance reviews to enhance their productivity and ensure adherence

to high operational standards.

• Led the recruitment process, from crafting job descriptions to overseeing the hiring workflow, improving the

quality of new hires.

• Coordinated the acquisition and deployment of temporary workers to support drivers, optimizing route efficiency.

• Collaborated with contractors to address and resolve driver and labor relations issues, maintaining a harmonious

work environment.

Jul 2016 — Jul 2017 Customer Service Representative at RUI Credit Services

• Managed inbound and outbound calls to process payments and reinstate services for Comcast customers,

maintaining high standards of customer service.

• Sustained customer satisfaction and retention by handling over 100 daily interactions with detail-oriented and

courteous communication.

• Accurately documented Access-A-Ride customer information and feedback at a proficient typing speed of 45

words per minute, leveraging extensive knowledge of the greater New York area to enhance customer assistance.

Jun 2012 — Jul 2016 Transit Control Operator at GCS/MTA Paratransit

• Provided customer service by addressing inquiries and resolving service issues, ensuring a high level of customer satisfaction.

• Maintained accurate records of customer interactions, account updates, and transactional data, contributing to operational efficiency.

• Utilized CRM systems to streamline problem-solving processes, demonstrating effective multitasking and time management skills.

Apr 2010 — Jun 2012 Telephone Interviewer at Opinion Access Corporation

• Conducted detailed telephone interviews, ensuring the collection of accurate customer information while utilizing CATI system for data collection.

• Maintained high levels of professionalism and efficiency, resulting in recognition for consistently meeting company deadlines.

• Employed persuasive communication skills to encourage feedback from interviewees on consumer products, enhancing survey completion rates. Jun 2024 — Present

East Stroudsburg, PA

Dispatcher at Pocono Cab

• Managed driver schedules to optimize route efficiency and reduce wait times.

• Resolved customer inquiries with a focus on enhancing satisfaction and loyalty.

• Coordinated communication between drivers and clients to ensure timely service delivery.

• Trained new staff on procedures and best practices for effective dispatch operations.

• Monitored performance metrics to identify areas for improvement in service delivery. 03 SKILLS MS Excel

MS Word

MS Access

MS PowerPoint

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