Frank Rea
Las Vegas,NV
Summary
Dynamic customer service professional with extensive experience at Bell Transportation, excelling in problem resolution and relationship building. Proven track record of enhancing customer satisfaction and retention through active listening and effective communication. Skilled in data entry and team development, consistently recognized for surpassing performance metrics and driving operational efficiency.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Bell Transportation
02.2018 - 12.2024
- Coordinated operations across various communication platforms like phone, email, and chat
- Resolved customer inquiries with efficiency and professionalism.
- Trained new representatives on company policies and customer service best practices.
- Directed complex issues to relevant departments to ensure swift resolution.
- Acquired expertise in transportation services to deliver precise customer information.
- Kept current with industry trends to enhance service efficiency.
- Handled challenging scenarios with composure, ensuring professional conduct during conflict resolution.
- Addressed customer issues with understanding, enhancing customer retention.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Built strong customer relationships using active listening techniques, resulting in increased retention rates.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Guided customers through website navigation and online order placement, enhancing user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Consistently surpassed performance metrics, achieving recognition as a leading team member.
- Resolved customer complaints, converting negative feedback into positive endorsements.
Dispatcher
Bell Transportation
02.2018 - 06.2024
- Mastered communication strategies to convey information between drivers and clients.
- Facilitated scheduling and route planning to enhance delivery efficiency.
- Utilized GPS tracking systems to ensure efficient vehicle dispatch.
- Handled incoming calls and inquiries, ensuring timely response and resolution.
Office Supervisor
Bell Transportation
02.2018 - 06.2024
- Managed daily office functions to maintain workflow efficiency and compliance with company policies.
- Managed staff schedules and assignments to enhance resource distribution.
- Trained new employees in office procedures and software systems, enhancing team collaboration.
- Executed process enhancements to boost productivity and minimize operational delays.
- Oversaw office supply inventory to ensure sufficient stock levels for seamless operations.
- Created standard operating procedures to enhance administrative efficiency.
- Collaborated with management to synchronize departmental goals with organizational objectives.
- Evaluated team members' performance, offering constructive feedback for growth.
- Maintained office spaces in a clean and organized manner to boost operational efficiency.
- Supported a positive work culture that prioritized teamwork, professionalism, continuous learning opportunities.
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement, or address productivity concerns.
- Enhanced staff productivity with consistent performance evaluations and regular feedback.
- Enhanced office productivity through strategic task allocation.
- Assisted in recruiting top talent by conducting interviews, reviewing resumes, and making hiring recommendations to upper management based on candidate qualifications.
- Resolved personnel issues quickly by mediating conflicts and fostering open communication among team members.
- Created, prepared, and delivered reports to various departments.
- Updated reports, managed accounts, and generated reports for company database.
- Evaluated current office procedures, identifying areas for improvement, and implemented necessary changes to optimize workflow efficiency.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Implemented effective employee recognition programs that increased morale and motivation within the team.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Upheld strict confidentiality standards when handling sensitive information or documentation.
- Ensured timely completion of projects by monitoring deadlines and setting clear expectations for team members.
- Reduced operational costs through careful budget management and resource allocation.
- Oversaw the onboarding process for new employees, ensuring proper training was provided for seamless integration into the team.
- Contributed to long-term business growth strategies by providing insightful suggestions during planning sessions.
- Worked on inventory and supply use procedures to enhance efficient and economical use of equipment and supplies.
- Facilitated smooth communication between departments, promoting collaboration and problem-solving efforts.
- Organized company events such as holiday parties or team-building activities to promote camaraderie within the workplace environment.
- Managed daily schedules, appointments, and meetings for upper-level executives to ensure optimal time management.
- Provided materials preparation, notes and minute taking for meetings.
- Developed strong working relationships with vendors to negotiate favorable contracts for office supplies and services.
- Ensured compliance with federal regulations regarding labor laws, taxes, payroll processing while maintaining accurate records.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Streamlined office operations by implementing efficient filing systems and workflow processes.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Enhanced systems for efficient payment collections, AP/AR, deposits, and recordkeeping.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Scheduled executive meetings and ensured conference room availability.
- Mediated conflicts among employees to resolve disputes.
- Maintained consistently high performance evaluation scores.
- Hired, managed, and developed staff.
- Managed scheduling of appointments and coordinated itineraries for clients and staff.
Education
High School Diploma -
Green Valley HS
Las Vegas, NV05.1999
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Call center experience
- Relationship building
- Team development
- Coordination
- Assertiveness
- Stock
Timeline
Customer Service Representative
Bell Transportation
02.2018 - 12.2024
Dispatcher
Bell Transportation
02.2018 - 06.2024
Office Supervisor
Bell Transportation
02.2018 - 06.2024
High School Diploma -
Green Valley HS