Customer Service Machine Operator

MASHAWN D. REID JR.

Atlanta GA

***********@****.*** / 678-***-****

SUMMARY

Motivated and results-oriented professional with over 10 years' experience in customer service. Along with several other professional skills such as hotel, warehouse, management, food, and technical experience. Looking to obtain a position which will use my skills/ experience coupled with my critical and strategic thinking abilities to provide the highest level of customer service possible, while building strong consumer relations. Committed to excellence proven through a broad range of leadership roles.

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. SKILLS

Cargo handling

Time management

Record keeping

Safety compliance

Customer service

Team collaboration

Problem solving

Communication skills

Attention to detail

Adaptability

Critical thinking

First aid training

Safe driving practices

EXPERIENCE

Fleet Driver / Hertz - Atlanta, GA 06/2024 - 06/2025 Responsible for the safe transportation of passengers and goods to various destinations in a timely manner. Completed pre-trip inspection forms accurately prior to beginning shift. Assisted with loading and unloading cargo when necessary. Maintained accurate records of trips, including mileage, fuel consumption, repairs. Adhered to company policies related to safety, security, defensive driving techniques. Mail Sorter/ Machine Operator / DHL 05/2024 - 08/2024 Sort packages

TSA internationally certified

Operate several machines to ensure flow of sorted lines were moving efficiently. Utilize critical safety measures to prevent accidents. Chat Support / Heno 02/2023 - 03/2024

Company Overview: Remote

Handle chat messages for clients enrolled in service programs. Advise and guide members in making appropriate purchasing decisions related to medical care procedures. Act as a liaison between clients and insurance providers to cover medical expenses. Develop strong relationships with clients, allowing for probing to uncover their needs for support. MD

Educate clients on products services offered within their specific program. Remote

Customer Support Team Lead / Wipro 08/2022 - 02/2023 Company Overview: Remote

Assist chat and email support agents on software, ensuring that all tickets are properly logged in Salesforce. Provide technical mentoring to clients with prominent product information via email, chat, or phone. Demonstrate advanced knowledge of client services and ensure team were well educated in the process. Handle escalated tickets for support.

Create, edit, and review internal and external knowledge base content to promote support scalability and improve self service capabilities.

Remote

Member Experience Advisor / Nations Benefit 06/2019 - 07/2022 Company Overview: Remote

Handle inbound and outbound calls with Members enrolled in benefits programs. Advise and guide members in making appropriate purchasing decisions related to medical response devices. Act as a liaison between members and partner providers to schedule appointments. Develop strong relationships with members, allowing for probing to uncover their needs for support. Educate members on products and services offered within their specific program. Remote

Team Leader / VXI 02/2016 - 05/2019

Company Overview: Remote

Manage (16) customer service phone agents.

Partner with QA team to identify low performing agents not meeting KPIs. Motivate and develop team through coaching and 1:1 meetings. Ensure that calls for support are properly logged into Salesforce. Review CSAT to identify areas of opportunity based with agents. Remote

Warehouse Associate / Core Logistics 11/2015 - 05/2017 Verify and record quantities of items received and shipped. Conduct regular quality checks on products to ensure they meet company standards. Participate in periodic inventory counts and reconciled discrepancies. Collaborated with team members to complete tasks efficiently and meet deadlines. Operated handheld scanners and warehouse management systems to track inventory. EDUCATION AND TRAINING

Georgia State University 05/2015

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