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
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
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
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
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