Antwan Russell

Ensure proper functioning of plant in compliance with KPIs and performance

• Installing, maintaining, and repairing automated systems and robotic devices
• Troubleshooting problems with systems, including electrical, mechanical, pneumatic, and hydraulic systems
• Quality Assurance Leader
• Performing routine inspections of machinery and equipment
• Operating computerized industrial controls
• Certified forklift operator
• Certified scissor lift operator
• Maintain supply and inventory levels for Bounty and Charmin products
• Monitor inventory levels and answer inquiries regarding order status and availability
• Maintaining clean and safe environment, including equipment
• Collaborate with technical offices for problem resolution, organizing on-site and remote interventions, procuring and advising spare parts that need to be ordered
• Participate in periodic meetings with automation representatives
• Report to management performed activities, anomalies, and corrective actions
• Provide periodic on-the-job training to work colleagues on assigned work group
• Promote improvement activities, modifications, and possible solutions
• Organize, manage, and update and security documentation
• Provide guidance and assign tasks to team members
• Educate, Promote, provide guidance as well as corrective measures to team members
• Maintain compliance with all PPE (Personal Protective Equipment)
• Provide Risk Assessments for assigned work to ensure team members are safe and protected for assigned tasks
• Log safety incidents as well as any near misses
• Operates basic hand and power tools
• Lift 50 pounds by bending and stooping, climb, stand, and move around on stairs, ladders and platforms
• Enter confined spaces
• Stand on concrete floors for extended period.
• Worked with advanced computer tracking software to oversee and optimize each production line.
• Cleaned work areas to comply with safety regulations.
• Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
• Gained extensive knowledge in data entry, analysis and reporting.
• Gained strong leadership skills by managing projects from start to finish.
• Learned and adapted quickly to new technology and software applications.
• Proven ability to develop and implement creative solutions to complex problems.
• Skilled at working independently and collaboratively in team environment.
• Excellent communication skills, both verbal and written.
• Worked flexible hours across night, weekend, and holiday shifts.

• Provide technical assistance for boats, Motorcycles, ATV's, Side by Sides, and various other Recreational equipment vehicles
• Placed orders for various parts
• Read diagrams in relation to parts that customer would require to complete job
• Recommended parts customer would need to complete job
• Worked additional shifts and hours as needed
• Troubleshoot mechanical problems to assist customer with correct replacement.
• Maintained optimal supply levels by ordering new parts from catalogs and vendor websites.
• Achieved exceptional reputation for quality parts and service by proactively identifying defects and returning rejected items to suppliers.
• Handled all customer service issues quickly to maintain high satisfaction levels.
• Verified shipments against receipts and provided advice to customers about right type of parts needed for specific projects.
• Assisted customers by responding to complaints and offering updates on back-ordered parts.
• Advised customers on substitution or modification of parts to replace original manufacturer parts.
• Met customer needs by looking up stock numbers and prices for various parts, identifying correct items and placing timely orders.
• Proved successful working within tight deadlines and fast-paced environment.
• Worked well in team setting, providing support and guidance.
• Developed strong communication and organizational skills through working on group projects.
• Managed time efficiently in order to complete all tasks within deadlines.
• Managed approximately 40-50 incoming calls, emails and faxes per day from customers.

• Sold auto, home, life, and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
• Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
• Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
• Met with prospective clients to discuss insurance needs and provide solutions.
• Followed up promptly with interested clients to close sales.
• Generated quotes and proposals for clients to match individual needs.
• Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
• Provided comprehensive product knowledge and guidance to help clients on product selection.
• Developed and implemented promotional strategies to increase customer base.
• Calculated premiums and established payment methods for sales.
• Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
• Finalized sales and collected necessary deposits.
• Generated leads through cold-calling, networking and other outreach methods.
• Collected premiums on or before effective date of coverage.
• Identified and solicited sales prospects in agency databases.
• Educated clients on insurance policies and procedures.
• Analyzed risk factors to recommend appropriate coverage levels.
• Monitored customer feedback and identified areas of improvement.
• Managed approximately 40 incoming calls and emails per day from customers.

Deliver extraordinary service by following American Express Relationship Care philosophy

• Operates Sabre and Encore booking systems
• 100% Privacy Compliant with American Express Centurion Card Members
• American Express Centurion trained
• Maintain awareness of relevant customer trends and luxury industry developments
• Evaluate new information quickly, think innovatively, and challenge traditional servicing approaches
• Educate on existing and new product offerings, value proposition, and relevance to Members
• Meets goals and perform under strong demands in fast-paced environment
• Tailoring unique solutions for each customer
• Reinforcing benefits of card membership, providing relevant offers that deepen customer engagement and result in measurable value for card member
• Use tools and resources to identify creative solutions ad anticipate customer needs
• Meet performance goals that include, but are not limited to customer survey results, average call handle time schedule adherence, Quality and Compliance standards
• Completed on-the-job training course
• Used company and vendor marketing resources to educate customers and close sales.
• Handled sensitive personal data with discretion.
• Communicated with clients to confirm itineraries, methods of transportation and travel regulations.
• Conducted research and prepared meticulous travel itineraries complete with pricing, accommodation, airfare, transfer and tour information.
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
• Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
• Helped customers with passport and visa applications.
• Monitored currency exchange rates and advised customers on best time to purchase foreign currency.
• Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
• Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
• Generated travel-related reports for clients to facilitate decision-making.
• Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
• Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
• Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
• Assisted clients with flight changes and cancellations to minimize travel disruptions.
• 100% attendance during training 15-week-on-the-job training course.

• Sell AT&T products and services in the residential customer’s home in coordination with their DirecTV installation
• Operate company take home vehicle by following established AT&T safety procedures
• Assist residential customers setting up new devices and applications during home visit
• Achieve sales and service objectives
• Work assigned daily appointments within specific area/territory
• Track and report activities through established processes and procedures
• Work with various levels of city and government leadership on First Responder Accounts
• Work with business customer’s regarding billing and strategic planning related to wireless ecosystems
• Provide solutions to customer complaints as well as billing issues that may arise
• Work independently with minimal supervision
• Helping with customer service issues that require escalation
• Open and close store during Store Manager's absence
• Provide Store Manager with consultative support
• Identify customer needs, make suggestions, and answer questions
• Prioritize customers over tasks
• Answer phone calls promptly, courteously and professionally
• Ensure customers have wireless plan that works
• Respond to customer concerns quickly, effectively and courteously
• Show professionalism and enthusiasm by working with others
• Recognize potential theft/loss situations assisting to deter theft
• Assist in checking shipments for discrepancies/ shortages
• Dust and clean shelves, counters, fixtures, merchandise and store equipment
• Organize backroom products and store supplies
• Demonstrate behaviors expected of all Mobile associates.
• Enhanced customer satisfaction ratings by resolving issues efficiently.
• Recommended new products and services to customers.
• Conducted troubleshooting and diagnostic procedures on customer devices.
• Answered customer questions about billing, account issues and upgrade possibilities.
• Inspected products to provide quality control to maximize revenue.
• Increased productivity by collaborating with management to develop process improvements.
• Monitored project status and productivity while inspecting performances to decrease process discrepancies by 10 %.

• Monitor negative impacting calls and review emails for accuracy of information
• Answer client requests or inquiries concerning services, products, billing, equipment, claims, and attrition rates
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
• Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
• Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
• Executed Monthly Performance Plans with representatives to to identify production gaps.
• Trained team members on performance metrics and consumer behavior identification.
• Report problem areas and solutions that can correct negative behaviors
• Managed team of call center supervisors (15)
• Open availability to affect entirety of center operations
• Monitor queue and track inbound calls
• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
• Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
• Implemented systems and procedures to increase sales.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Facilitated business by implementing practical networking techniques.
• Built relationships with customers and community to establish long-term business growth.
• Collaborated with upper management to implement continuous improvements and exceed team goals.
• Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
• Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
• Developed compelling presentation decks to gain approval for ideas and communicate results.
• Keep agents aware of inbound calls, calls waiting, abandonment rate,
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Meet daily with supervisors (15)
• At minimum, review following topics: Review previous day’s events, including statistics, results and industry news
• Provide supervisors glimpse of future goals
• Perform at least one monitoring evaluation with each supervisor every week
• Keep track of attendance, daily statistics, paid time off, sick time,
• Produce performance reviews established by Call Center Manager
• Responsible for center wide sales numbers
• Provide training to Customer Service Specialists, Supervisors, and Managers
• Establish sales goals for Customer Service