Rewan C. Wade
Lithonia,GA
Summary
Results-driven manager with more than 15+ years’ experience in the outsourcing/vendor industry specializing in utilities. Consistently drive strong teams that meet production and quality standards with first class customer service, displaying a high level of commitment, accuracy, and dependability.
Overview
23
23
years of professional experience
Work History
Manager – Intermodal Customer Logistics
Norfolk Southern Railroad
Atlanta, GA
07.2024 - Current
- Manages a team of Intermodal Customer Service personnel who serve as the primary service contacts for Intermodal customers requiring escalation and work to ensure best-in-class customer service.
- Collaborates with all internal stakeholder groups to provide a high-quality customer experience, support commercial and operating strategies, and gain competitive advantage through technology-led proactive customer engagement.
- Manages a team of individuals and is responsible for their development, productivity, performance, quality, and effective use of ConnectNS.
- Ensures that all service-related issues are resolved promptly.
- Monitors service performance and ensures that their teams communicate with assigned customers and Norfolk Southern operating personnel to prevent service failures and/or provide recovery plans when necessary.
- Performs special projects as assigned by management.
- Monitors key performance indicators to proactively measure and coach customer service resources.
- Develops value-added and trusting relationships with team, peers, coworkers, vendors, and stakeholders.
- Conducts weekly customer calls to discuss network issues, train performance and cases metrics.
Supervisor Revenue Accounting (RACS) – Revenue Accounting and Customer Service
Norfolk Southern Railroad
Atlanta, GA
05.2023 - 07.2024
- Allocates resources to maximize productivity.
- Actively supervised analyst on the Automodal Revenue Accounting team.
- Analyzes various management control reports and/or programs specialized reports to monitor team member effectiveness.
- Advises team members on special collection and reconciliation problems.
- Performs special projects as assigned by management.
- Handles customer problems that warrant management involvement.
- Handles personnel issues as they arise and ensures the continued development of assigned employees.
Assistant Manager – Intermodal Customer Logistics
Norfolk Southern Railroad
Atlanta, GA
02.2021 - 05.2023
- Proactively communicates with customers, Intermodal Operations, Intermodal Marketing, Transportation, and connecting carriers to understand and resolve tactical service exceptions.
- Primarily responds to requests from Intermodal Premium customers (J.B. Hunt, FedEx and UPS).
- When necessary, ensures service continuity by managing and contracting drayage carriers.
- Proactively monitors service performance for Intermodal customers and makes timely communications regarding service disruptions.
- Works on issues across multiple departments such as (Transportation, Data Quality, IDS, Revenue Accounting, Revenue Waybilling and Mechanical).
- Works in a team environment, coordinating goals and actions with all respective Intermodal groups and Norfolk Southern departments as applicable.
- Identifies, designs, and recommends strategic solutions for customer challenges.
- Leverages analytical ability to create compelling plans for logistical or customer experience challenges including, but not limited to, chronic service issues, web tool interface/functionality and data quality.
- Acts as advocate for AccessNS, ExpressNS, IOD, BOES, OPTCS, and TRAX to include managing the approval processes and reviews current processes and identifies opportunities to save time or resources while providing a more quality product.
- Run customer calls for JB Hunt and TDIS-USPS.
- Reports JB Hunt Chassis Status on Intermodal Morning Call.
- Other duties or special projects as assigned.
Assistant Manager – Operations Support (IDS)
Norfolk Southern Railroad
Atlanta, GA
09.2019 - 02.2021
- Manager on duty responsible for supporting Clerks, Managers, Trainmasters, and Yardmasters with Train Reporting monitoring and data keeping.
- Supervises all TCU employees assigned to the respective Division in the Northern Yard Office Operations to ensure clerical efficiency and data quality on all traffic moving on the respective Division.
- Communicate, evaluate, and reinforce productivity standards and performance expectations.
- Provide ongoing coaching and direction to clerks and support a culture of teamwork, commitment, productivity and superior quality.
- Cover morning Division calls with Transportation leadership staff discussing previous day and current day results and expectations.
- Participate in establishing/defining short- and long- term goals and plans for the work group.
- Manage emails, Error Correction Forms, escalated calls with issues and concerns from Yardmasters and Trainmasters.
- Work closely with dispatch monitoring train movements and routes.
- Resolve non-routine and escalated customer calls.
- Compile daily reports for management staff and clerks to review.
- Coordinates all car movement data reporting, line-of-road and yard computer inventory maintenance, and train consisting for a respective Division.
- Ensures compliance with ICC and FRA regulations and service orders.
- Makes decisions dealing with train operations and customer commitments that will impact cost and net revenue.
Fireman & Oiler
Norfolk Southern Railroad
Atlanta, GA
01.2015 - 09.2019
- Conducts routine maintenance and service on facilities and locomotives; to include checking oil, refueling, filling sand buckets, changing breaks, driving, and switching within the ready tracks and operate forklifts and other equipment, as required. Numerous job duties are available upon request.
- I’m currently on the NS Safety committee at Inman Yard. We conduct monthly safety meetings and safety check-ups.
- Forklift operator. Unloaded heavy equipment from delivery drivers and empties trash bins.
- Work in the mechanical shop and assisted clerk with ordering of materials for the engine terminal.
Manager
Public Service Call Center
09.2010 - 12.2013
- Supervises call center operations for Cobb County Water System.
- Manages customer-focused teams of more than 20 agents and supervisors. Instills a shared, enthusiastic commitment to customer service as a key driver of company goal attainment.
- Develops and implements various strategies to ensure performance objectives are met.
- Directs, organizes, and monitors daily activities of agents.
- Oversees and ensures daily and monthly performance results are tracked by agent and team for a more qualitative analysis.
- Apply customer payments in over the phone, online, and face to face.
- Make billing adjustments due to incorrect readings and water leaks.
- Manage large commercial accounts and Residential account billing, transfers, new service and disconnect service.
- Administers problem solving by fielding questions from the team and various clients, recommending corrective services to address customer complaints.
- Recruit, interview, and participate in the hiring process for all new hires.
- Monitors and reviews individual and team performance.
- Conducts monthly and annual performance reviews with direct reports to enforce proper standards, promote career growth and finds ways to improve employee work-life balance.
- Responsible for forecasting and staffing.
- Assist with collections of past due service.
- Constructs successful operational planning by creating multiple data reports that track productivity, attrition, profitability, staffing, forecasting, Customer Service Representative performance, utilization, quality, attendance, cost prevention, and work force management that contributed to my team’s overall success in meeting and exceeding company and client expectations from 2006-current.
- Manages and organizes operation planning and budget.
- Implements internal controls designed for safeguards and accurate housekeeping of financial data.
- Assesses budget regularly. After the budget period has elapsed, determines the outcome of each expense and revenue; forecast budget for next fiscal year.
- Manages workforce balance by training, motivating, developing and rewarding agents to ensure all levels of operations are met. Also, to ensure employee recognition is incorporated to better meet organizational goals and promote a good work environment.
Assistant Project Manager
ER Solutions
Atlanta, GA
06.2003 - 09.2010
- Supervised, recruited, and trained more than 40 customer service representatives and supervisors.
- Trained and managed front line reps supporting Duke Energy. Researched metering issues and billing issues.
- Key driver of company goal attainment.
- Managed production floor operations to ensure friendly customer service while meeting and exceeding production, quality, and monthly budget measurements.
- Applied Account payments and transactions for utility customers.
- Received account billing discrepancies and escalation inquiries.
- Emergency/Critical response management- worked with law enforcement and fire department to create our evacuation plan in case of an emergency.
- Fostered an environment in which clients enjoy high levels of service and employees are motivated to deliver top performance.
- Recommended corrective services to address customer complaints.
- Monitored and reviewed individual and team performance.
- Conducted monthly and annual performance reviews with direct reports to enforce proper standards, promoted career growth and found ways to improve employee work-life balance.
- Responsible for forecasting and staffing. Recruit, interview, and participate in the hiring process for all new hires. Work alongside Randstad Staffing during the recruitment and hiring process.
- Constructed successful operational planning by creating multiple data reports that track productivity, attrition, profitability, staffing, forecasting, Customer Service Representative performance, utilization, quality, attendance, cost prevention, and work force management that contributed to my team’s overall success in meeting and exceeding company and client expectations from 2006-current.
- Managed and organized operation planning and budget.
- Implemented internal controls designed for safeguards and accurate housekeeping of financial data.
- Assessed budget regularly.
- Ensured employee recognition was incorporated to better meet organizational goals and promote a good work environment.
- Monitored calls to observe and encourage positive individual demeanor, technical accuracy, and conformity to company and client policy and procedure; provided feedback as required.
- Analyzed productivity of agents, and generated reports based on analysis.
- Monitored email and voice mail to ensure all communications are up-to-date and accurate.
- Ensured compliance with attendance, dress code, and all company policy.
- Formulated procedures and policies needed to achieve company objectives.
Education
Bachelor of Science - Political Science
Presbyterian College
Clinton, SC07.2001
Skills
- Customer Service Management
- Customer Satisfaction Enhancement
- Teambuilding & Training
- Complaint Handling & Resolution
- Account Payment Specialist
- Cost-Reduction Strategies
- Utilities Operations Management
- Profit Margin Improvement
- Work Force Management Strategies
- Verbal and written communication
- Staff management
- Documentation and reporting
- Project management
- Data analysis
- Problem-solving aptitude
Languages
English
Full Professional
Timeline
Manager – Intermodal Customer Logistics
Norfolk Southern Railroad
07.2024 - Current
Supervisor Revenue Accounting (RACS) – Revenue Accounting and Customer Service
Norfolk Southern Railroad
05.2023 - 07.2024
Assistant Manager – Intermodal Customer Logistics
Norfolk Southern Railroad
02.2021 - 05.2023
Assistant Manager – Operations Support (IDS)
Norfolk Southern Railroad
09.2019 - 02.2021
Fireman & Oiler
Norfolk Southern Railroad
01.2015 - 09.2019
Manager
Public Service Call Center
09.2010 - 12.2013
Assistant Project Manager
ER Solutions
06.2003 - 09.2010
Bachelor of Science - Political Science
Presbyterian College