Summary
Overview
Work History
Education
Skills
Timeline
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Alex Washington

Austin,TX

Summary

I seek a dynamic position within a stable and reputable company where I can utilize and enhance my existing skills while acquiring new proficiencies. My goal is to grow within the company, contributing to its success and achieving long-term career advancement.

Overview

11
11
years of professional experience

Work History

Retention Team Manager

Shop LC
03.2019 - Current
  • Led a team focused on customer retention strategies and initiatives
  • Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
  • Identified training needs, created a comprehensive onboarding program and conducted orientation sessions for new hires.
  • Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
  • Set objectives for teams based on organizational goals; monitored performance against targets; provided feedback and took corrective action when needed.
  • Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
  • Established effective communication channels between departments to ensure information is shared accurately and efficiently.
  • Recruited qualified candidates through job postings, interviews and referrals; evaluated resumes and applications; extended offers of employment.
  • Developed and implemented team-building strategies to promote collaboration and cohesion.
  • Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
  • Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
  • Oversaw daily workloads and workflow for smooth operations.
  • Delegated work assignments and prioritized tasks.
  • Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences.
  • Coached team for success by using corrective action processes.
  • Managed remote teams effectively, using virtual communication tools to maintain engagement and productivity.
  • Enhanced team communication through the introduction of new collaboration tools, improving project coordination.
  • Implemented customer feedback mechanisms, leading to an improvement in client satisfaction scores.
  • Provided regular reports to senior management on team performance, challenges, and strategic recommendations.

Assembly Line Operator

Taylorcraft Doors
06.2018 - 03.2019
  • Loaded and unloaded assembly lines
  • Identified training needs, created a comprehensive onboarding program and conducted orientation sessions for new hires.
  • Assembled orders according to customer requests.
  • Verified accuracy of incoming shipments against purchase orders.
  • Collaborated closely with other departments on special projects as needed.
  • Transported goods to designated areas within the warehouse facility.
  • Maintained accurate inventory records using computerized tracking systems.
  • Checked load stability before transporting goods with the forklift.
  • Received verbal instructions from supervisor regarding job duties and tasks to be completed.
  • Unloaded incoming shipments from trucks with a forklift.

Customer Service Representative

TruSource Labs
03.2017 - 04.2018
  • Answered inbound customer service calls
  • Provided company users with tech support for IT problems and account maintenance.
  • Supported IT department by providing basic tech support to students and staff.
  • Consulted clients and delivered support services based on customer needs and high-tech equipment knowledge.
  • Provided technical support to other departments in order to maximize machine efficiency.
  • Supported the implementation of new technologies into the classroom setting.
  • Provided technical support to customers during installation, operation and maintenance of equipment.
  • Provided technical support to the production team when needed.

Medicaid Registration Representative

Maximus
05.2016 - 02.2017
  • Assisted with Medicaid registration
  • Responded promptly to inquiries from family members regarding patient care issues or concerns.
  • Assisted with admissions, discharges, transfers and consultations for inpatients.
  • Coordinated with community resources to ensure continuity of care for discharged patients.
  • Maintained accurate documentation of all patient encounters including diagnoses, treatments, medications prescribed and follow-up instructions.
  • Facilitated communication between healthcare providers when transferring patient care responsibilities between services.

Customer Service Representative

National Service Group
04.2015 - 12.2015
  • Answered inbound customer service calls
  • Organized paperwork associated with deliveries including manifests, bills of lading, packing slips.
  • Assigned drivers to appropriate routes based on customer needs.
  • Managed a large volume of phone calls while ensuring accuracy in data entry.
  • Tracked vehicles using GPS technology and provided real-time status updates as needed.
  • Provided timely updates to customers regarding their orders or requests.
  • Maintained logs of all incoming calls and assigned tasks.
  • Updated records of driver locations, delays, and cancellations.
  • Verified driver credentials prior to assigning them a route or task.
  • Resolved customer complaints related to service issues or delays.
  • Ensured compliance with safety regulations and company policies.
  • Developed strategies for improving efficiency within the dispatch department.
  • Received and dispatched calls for emergency services.
  • Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
  • Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
  • Liaised with customers to provide logistics for drivers and coordinate delivery times.
  • Matched bills of lading and reconciled quantities to verify items shipped.
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Investigated and resolved customer and vendor issues to retain business.

Customer Service Representative

Liquidation Channel
08.2013 - 05.2015
  • Answered inbound customer service calls
  • Resolved customer complaints promptly and efficiently.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Implemented innovative methods for streamlining the customer service process.
  • Provided excellent customer service to resolve customer complaints in a timely manner.

Education

Media Arts & Animation -

Austin Community College
06.2024

Associate Degree in Media Art & Animation -

Art Institute
08.2008

Diploma -

W.B. Travis
05.2006

Skills

  • Efficient in fast-paced environments with accuracy and urgency
  • Excellent communication skills
  • Proficient in both teamwork and leadership roles
  • Knowledgeable in Microsoft Word, Excel, Salesforce, FedEx shipping, and forklift operation
  • Strong internet and email capabilities
  • Employee Scheduling
  • Performance Coaching
  • Schedule Management
  • Customer Service
  • Task Delegation
  • Self Motivation
  • Analytical Thinking
  • Training and Development
  • Teamwork and Collaboration
  • Onboarding and Orientation
  • Staff Training
  • Managing Operations and Efficiency
  • Administration and Reporting
  • Analytical Skills
  • Multitasking
  • Time Management
  • Negotiation and Conflict Resolution

Timeline

Retention Team Manager

Shop LC
03.2019 - Current

Assembly Line Operator

Taylorcraft Doors
06.2018 - 03.2019

Customer Service Representative

TruSource Labs
03.2017 - 04.2018

Medicaid Registration Representative

Maximus
05.2016 - 02.2017

Customer Service Representative

National Service Group
04.2015 - 12.2015

Customer Service Representative

Liquidation Channel
08.2013 - 05.2015

Media Arts & Animation -

Austin Community College

Associate Degree in Media Art & Animation -

Art Institute

Diploma -

W.B. Travis

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