Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Bakkt
01.2024 - Current
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Responded to customer requests for products, services, and company information.
Amazon Dispatch Operations Specialist
Amazon
07.2023 - 12.2023
The forefront of helping the network/ transportation partners clear of issues to ensure shipments were made in time
Delivered an outstanding carrier and driver experience/ solutions, in a contact center environment, through researching, problem-solving, setting appropriate expectations and working within Amazon transport network.
Utilized internal systems to gather data from multiple sources to support reporting daily, weekly, monthly and quarterly basis(AAP, Reach, decisiv, FMC& YMS).
Provided support to field teams in driver assignment, load acceptance, and driver/equipment availability.
Used analytical skills to drive data-driven decision, and effectively communicate insights to others across Transportation Operations Management(TOM), Amazon Freight Partners(AFP), and Fleet.
Thrived on accountability with myself, team, carriers/drivers, and work schedules.
Airport Customer Service Agent
Sky harbor
09.2022 - 06.2023
Provided clients with assistance in preparing required travel documents and forms.
Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Managed gate, ramp and cabin services for each flight.
Law Firm Call Center
EPIQ
09.2022 - 01.2023
Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Maintained strong call control and quickly worked through scripts to address problems.
Updated customer accounts, addresses and contact information within call management databases.
Navigated through computer systems to review information and respond appropriately to callers.
Reached out to customers after completed sales to suggest additional service or product purchases.
Care Giver
AZ OHANA
10.2020 - 04.2021
Helped clients adjust to new lifestyles during periods of incapacitation or recuperation.
Maintained detailed records of services performed on clients.
Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
Prepared records of client behavior, health and activities and notified supervisors of significant changes.
Assisted clients with paying bills, scheduling appointments and making phone calls.
Customer Service Representative Team Lead
SafeNet
10.2018 - 08.2019
Routed calls from multiple sites to correct personnel and assisted with complex cases.
Led department and supported team leads with process and personnel needs.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Reached out to customers after completed sales to suggest additional service or product purchases.
Team Leader
White Castle
09.2017 - 08.2018
Offered training and support to keep team members motivated and working toward objectives.
Delegated daily tasks to team members to optimize group productivity.
Kept work areas clean, neat and free of safety hazards to maximize efficiency.
Evaluated needs of departments and delegated tasks to optimize overall production.
Education
Associate of Science - Science Education
Snow College
Ephraim, UT
07.2022
Skills
Active Listening
Team Leadership
Team Collaboration
Phone and Email Etiquette
Documentation and Reporting
Verbal and Written Communication
Customer Service
Customer Relations
POS Systems
Attention to Detail
Data Entry
Work Planning and Prioritization
Interpersonal Relations
Time Management
Computer Skills
Detail Oriented
Issue Resolution
Timeline
Customer Service Representative
Bakkt
01.2024 - Current
Amazon Dispatch Operations Specialist
Amazon
07.2023 - 12.2023
Airport Customer Service Agent
Sky harbor
09.2022 - 06.2023
Law Firm Call Center
EPIQ
09.2022 - 01.2023
Care Giver
AZ OHANA
10.2020 - 04.2021
Customer Service Representative Team Lead
SafeNet
10.2018 - 08.2019
Team Leader
White Castle
09.2017 - 08.2018
Associate of Science - Science Education
Snow College
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