Ian White
Mesa,AZ
Summary
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, UT07.2022
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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