Adrianne Chapman
Armona,Ca
Summary
Management | Customer Service To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
26
26
years of professional experience
Work History
Route Manager
Waste Management
11.2020 - 07.2024
- Organizes and schedules all necessary resources required to accomplish activities
- Coordinates daily operational needs with Maintenance team
- Plans, distributes, monitors, and follows-up daily route assignments to ensure customers are serviced per company standards and agreements
- Manages the end-of-day check-in process, capturing and communicating key service, safety, and equipment issues
- Monitor driver and laborer time and attendance, minimizing overtime and ensuring that drivers do not exceed limits established by regulatory agencies (e.g., 60-hour rule)
- Reviews weekly demand / volume for routes, determines potential gains from re-routing, and recommends re-routes to the routing specialist
- Sets and monitors productivity, service, and safety targets for each route and driver
- Assists with data collection and reporting required for incentive pay programs
- Promotes a union free atmosphere and where appropriate, establishes collaborative relations with unions
- Works with functional groups to resolve employee relations and labor relations issues
- Acquires and coordinates temporary workers assigned to assist drivers on routes
- Ensures that drivers comply with physical, drug or alcohol tests, and training required by regulatory agencies
- Conducts Root Cause Investigations for all injuries and incidents, ensuring consistent discipline and retraining.
Operations
Waste Management
12.2018 - 01.2021
- Assists in troubleshooting and resolving safety, service, and operational issues
- Creates, distributes, and closes out customer tickets daily
- Maintains and distributes department related information on daily basis
- Communicates with supervisors and managers about operations and/or dispatch issues
- Completes and maintains a variety of reports as directed by the department manager
- Uses software tools to manage a variety of tasks, such as procurement, time and attendance, safety incidents, and contract labor
- Assists with implementation of operational projects as needed
- Communicates with customers about service issues as needed
- Communicates with employee about scheduling and work assignments as needed
- Performs other duties as assigned.
- Performed administrative activities to manage operations.
- Gathered and organized materials to support operations.
- Supported operations with filing, copying and faxing.
Dispatcher
Waste Management
07.2016 - 12.2018
- Dispatches drivers to calls as they are received, using information on customer needs, drivers’ locations and loads, and daily factors to balance cost and speed of response
- Assign routes and service tickets to appropriate Drivers throughout the day and for the next day
- Close service tickets each day
- Fields incoming calls and e-mails from customer service and sales department
- Manages requests for pick-up or container delivery and ensures same-day service
- Initiates outbound calls to customers while drivers are on-site/location, resolving pick-up and other issues
- Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues
- Ensures same-day service on missed pick-ups by coordinating Driver movement in the field
- Records and documents information from Drivers and distributes it to appropriate departments
- Communicates with maintenance shop personnel and serves as an emergency point of contact for down wires and other issues.
Customer Service Representative
Waste Management
01.2015 - 07.2016
- Receives and processes calls from customers
- Serves as the end-to-end point of contact for customers
- Resolve customer issues
- Financing
- Collaborates with a team of Customer Service Representatives to meet overall call center objectives
- Field incoming calls and emails from operations and customers
- Initiate outbound calls to customers
- Troubleshoot and resolve customer issues
- Records and documents customer information.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Representative Team Lead
Llyod's Banking Group
08.2008 - 10.2013
- Handled day-to-day customer contact via phones, faxes, and emails.
- Implemented customer service policies and procedures for consistent performance standards.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Implemented company policies and procedures for professional, cohesive customer care.
- Onboarded and trained customer representatives to meet performance and service goals.
- Evaluated staff performance and provided feedback to improve customer service delivery.
Communications Operator
California Highway Patrol
06.1998 - 10.2008
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Connected callers with appropriate professional, department, or business.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Read system maps and caller information, and documented details in system.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Directed responders using assigned mapping systems for timely emergency attendance.
Education
General Education -
Sonoma State University
12.1988
Skills
- Customer Service Excellence
- Staff Training & Development
- Managing Direct Reports
- Research / Due Diligence
- Resourceful Problem Solving
- Team Building & Leadership
- Process Improvement
- Typing
- 10 Key
- Data Entry
- Self Motivation
Reading, Spending time with family, Traveling, Gamer
When I'm not working I enjoy reading romance novels, family game night or travelling to see family. I also enjoy playing games on phone.
Timeline
Route Manager
Waste Management
11.2020 - 07.2024
Operations
Waste Management
12.2018 - 01.2021
Dispatcher
Waste Management
07.2016 - 12.2018
Customer Service Representative
Waste Management
01.2015 - 07.2016
Customer Service Representative Team Lead
Llyod's Banking Group
08.2008 - 10.2013
Communications Operator
California Highway Patrol
06.1998 - 10.2008
General Education -
Sonoma State University