Aaron Riggs

Duties included:

• Staffing of inbound 24x7x365 call center responsible for maintaining federal and international compliance of dangerous goods shipments globally
• Hiring of new employees to replace employees moving on
• Working with other UPS dangerous goods professionals globally to ensure customers are aware of what to do to correct errors
• Resolving customer issues utilizing field agents, hazmat controllers, and sales to resolve locally
• Performance management of 20 agents setting goals and ensuring these goals are being met
• Providing data analysis for various elements of performance and budgeting for call center to ensure goals are being met
• Supervising up to 16 employees and providing critical feedback on errors, performance, development, and advancement
• Managed team of employees, overseeing hiring, training and professional growth of employees

Duties included:

• Establishing measures and providing data analysis for various elements of performance for overall $7 million budget for call center as well as 2 individual departments within call center to ensure goals are being met
• Created new training courses to ensure compliance with various country laws
• Conducted face to face and remote training for new Hazmat employees
• Wrote, recorded, and designed web based training
• Staffing of inbound 24x7x365 call center responsible for maintaining federal and international compliance of dangerous goods shipments globally
• Working with other UPS dangerous goods professionals globally to ensure customers are aware of what to do to correct errors
• Resolving customer issues utilizing field agents, hazmat controllers, and sales to resolve on locally
• Performance management of 16 agents ensuring their own goals are being met
• Supervising up to 16 employees and providing critical feedback on errors, performance, development, and advancement

Duties included:

• Hiring of new employees to replace employees moving on
• Working with other UPS dangerous goods professionals globally to ensure customers are aware of what to do to correct errors
• Resolving customer issues utilizing field agents, hazmat controllers, and sales at local level
• Performance management of 20 agents ensuring individual and department goals are being met
• Supervising up to 20 employees and providing critical feedback on errors, performance, development, and advancement
• Exceeded goals through effective task prioritization and great work ethic

• Developed data analysis reporting tools to reduce loss due to theft of high dollar/high demand U.S. imports. Worked directly with Apple, Inc as well as UPS - China to reduce theft of products while in transit for distribution to end users. Department consisting of 18 people created based on this project
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution
• Created plans and communicated deadlines to complete projects on time
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting

• Contact UPS operations and customs brokers in over 210 countries globally to resolve problem shipments
• Managed phone and email correspondence
• Assisted coworkers and staff members with special tasks on daily basis
• Built and maintained excellent internal and external customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
• Answered multi-line phone system and transferred callers to appropriate department or staff member
• Volunteered to help with special projects of varying degrees of complexity