CA-ASIA REED
Brooklyn,NY
Summary
Oversaw customer support operations in high-volume call center for public utility company. Cultivated strong customer relationships while addressing complex issues. Delivered exceptional service in a deadline-driven environment.
Overview
14
14
years of professional experience
Work History
Customer care associate
Global contact services
Queens, NY
01.2024 - 06.2025
- Oversaw dispatch operations for access-a-ride services, ensuring timely and efficient transportation for clients.
- Facilitated coordination of transportation activities to optimize route efficiency for drivers.
- Orchestrated trip scheduling and driver assignments, implementing adjustments for delays and unforeseen issues.
- Oversaw driver monitoring through GPS and communication systems to ensure adherence to routes and timely performance.
- Facilitated communication between drivers and customers to ensure timely pickups and address any issues.
- Oversaw maintenance of accurate logs and records for trip incidents and driver performance.
- Evaluated data to enhance service quality and optimize operational efficiency.
Youth Advisor
Valley Youth House
Allentown, PA
01.2020 - 11.2023
- Facilitated workshops to enhance youth engagement and personal development.
- Developed individualized action plans to support youth in achieving personal goals.
- Collaborated with community organizations to expand resources for at-risk youth.
- Mentored junior staff, fostering skills in youth counseling and program delivery.
Customer Service Representative
NationalGrid
Brooklyn, NY
10.2011 - 11.2019
- Set up and activated customer accounts.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Used proven techniques to de-escalate angry customers during telephone interactions.
Education
High School Diploma - undefined
William Allen High School
Skills
Managed appointment scheduling to optimize team availability and enhance client interactions
Demonstrated strong analytical skills to identify and resolve complex issues
Executed accurate data entry processes to ensure information integrity
Oversaw call management operations to ensure efficient communication flow
Demonstrated advanced proficiency in various computer applications and software systems
Updated account information to maintain accurate records and support team operations Assisted in resolving discrepancies to enhance customer satisfaction Collaborated with colleagues to streamline account management processes
Assisted in managing daily call center operations to support customer inquiries and resolve issues effectively Collaborated with team members to enhance service delivery and improve customer satisfaction Provided training and guidance to new staff to ensure smooth onboarding processes
Facilitated effective complaint resolution processes to enhance customer satisfaction
Facilitated effective communication through active listening techniques
Fostered a positive and professional work environment through effective communication and collaboration
Timeline
Customer care associate
Global contact services
01.2024 - 06.2025
Youth Advisor
Valley Youth House
01.2020 - 11.2023
Customer Service Representative
NationalGrid
10.2011 - 11.2019
High School Diploma - undefined
William Allen High School