Dustin Marino
Glendale,Arizona
Summary
Driver Trainer experienced in classroom facilitation, one on one coaching, and improving our WM workforce. I have quickly distinguished myself from my peers in my current role and looking to use my talent to further develop our Route Managers. I have experience in management, interviewing and hiring, and coaching to get the most out of our internal customers. I have experience training and coaching Drivers, Route Managers, Agents, and developing their talents.
Overview
20
20
years of professional experience
Work History
Driver Trainer
WM
05.2023 - Current
- Enhanced driver safety by conducting thorough training sessions on defensive driving techniques.
- Collaborated with management to identify areas of improvement and develop targeted training initiatives.
- Established a positive learning environment, fostering open communication between trainers and trainees.
- Evaluated driver performance course driving, providing constructive feedback for continuous improvement.
- Facilitated classroom learning of up to 40 students.
- Created new evaluation processes for peer feedback.
- Conducted training with Route Managers at branch location.
- Conducted ride along's with Multiple Incident Employees.
WM Cares Corporate
WM
06.2021 - 05.2023
- Handle all escalations coming to our corporate office including BBB, social media, senior leadership complaints, phone complaints and email complaints
- Training and assisting new employees learn and acclimate to department
- Resolving all escalations within short time period
- High level multi-tasking working many complaints at once
- Working with leadership of many departments across operations and customer experience
- Deep diving repeat customer issues to find root cause and providing resolution
- Managing channel workflows to ensure complaints are done in timely manor.
Residential Driver
WM
09.2014 - 05.2021
- Complete pre and post trip inspection of vehicles
- Complete routes in the most efficient and safe way possible
- Live by best safety practices and life critical rules
- Insure routes are done clean, safe, and efficiently
- Train new drivers by doing ride alongs and coaching appropriately
- Train new drivers on how to make routes more efficient
- Assist other drivers complete open routes
- Plan an manage open routes to ensure enough coverage to complete
- Provide professional service to customers and maintain friendly attitude while on route.
Archery Technician
Chalstrom's
06.2009 - 09.2014
- Retail sales of archery equipment, bait, and tackle
- Archery Coach to teach people how to progress in the sport
- Manage inventory
- Work with customers to insure they purchased the correct equipment for their needs
- Ran leagues, including having new software built for our needs
- Leagues consisted of about 200 people to manage scores, handicaps, and schedules
- Trained new employees to work on archery equipment.
Manager
AT&T
08.2004 - 10.2009
- Managed team up to 25 people
- Trained employees from individually up to 150 people at a time
- Coached, disciplined, and worked with HR on employee issues
- In call center environment performed quality assurance on calls
- Attained quick and skilled resolutions to customer escalations daily from 1st and second level escalations over the phone to written corporate complaints
- Monitored call center workflow
- Interviewed hundreds of people and hired based on best fit for jobs available
- Environmental Health and Safety administrator reporting on workplace conditions and issues
- Compiled many reports daily on employee stat's, goals, as well as team stat's and goals
- Audited billing changes looking through large quantities of billing to insure new updates were applied correctly.
Education
Certifications in Home Inspection -
InterNATCHI
Boulder, CO01.2020
Diploma -
Denfeld High School Duluth
Duluth, MN06.2003
Skills
- Employee and workflow management
- Critical thinking
- Skill assessment
- Team worker
- Employee training
- Escalation resolution
- Classroom Facilitation
- Coaching for Results
Timeline
Driver Trainer
WM
05.2023 - Current
WM Cares Corporate
WM
06.2021 - 05.2023
Residential Driver
WM
09.2014 - 05.2021
Archery Technician
Chalstrom's
06.2009 - 09.2014
Manager
AT&T
08.2004 - 10.2009
Certifications in Home Inspection -
InterNATCHI
Diploma -
Denfeld High School Duluth