Jennifer White

• Contact customers via phone, chat, and email to answer questions, follow up to complaints, or gauge their level of satisfaction with the company.
• Maintain detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Enhance customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
• Resolve customer complaints with empathy, resulting in increased loyalty and repeat business.
• Provide coaching and mentoring to new hires, contributing to their successful integration into the team.
• Provide assistance to fellow members of the Member Services Team as needed.
• Collaborate with team members to develop best practices for consistent customer service delivery.
• Effectively oversee time and responsibilities while operating multiple tasks at once in a remote work environment.
• Maintain up-to-date knowledge of product and service changes.
• Respond proactively and positively to rapid changes in our growing company.

Communication Metrics:

• Hubspot: ticket response time (last year) - 10.2 hours
• Hubspot: time to close ticket (last quarter) - 5.4 Days
• Gong: total call volume (of all time) - 5,341
• Hubspot: emails sent to contacts (last 365 days) - 5.470
• Intercom: chats closed by Member Services Team (09/2024-01/2025) - 2,698

• Prepared and maintained computerized records.
• Operated standard office computer programs(i.e Word, Excel, and Powerpoint) and Google Drive programs.
• Performed several tasks simultaneously and have the ability to make time sensitive decisions under stress.
• Monitored two-way radio system for the purpose of dispatching drivers.
• Answered and made outgoing phone calls to communicate with parents to address and alleviate any concerns or issues they may have.
• Maintained the incoming multi-line phone and dispersed calls to appropriate departments.
• Effectively cover bus routes using standby drivers and substitutes, as well as other drivers with downtime.
• Informed schools of all changes in bus assignments on a daily basis.
• Maintained a daily log of bus operations and activities, including breakdowns and calls to police, parents, schools and administration
• Lead the coordination of late run operations, manage late run drivers, and maintain paperwork for the annual reports.

• Safely transported students to and from school, while following directions written on the route sheet.
• Followed all relevant traffic laws and safety regulations.
• Demonstrated professionalism at all times while engaging with students, parents, colleagues, and administrators alike during daily duties.
• Provided a positive environment for students during transportation, fostering respectful interactions and promoting good behavior.
• Completed necessary paperwork for operating and maintenance of vehicle as required by district and the law.
• Pre-tripped all sub bus fleet daily with teammate.
• Fueled and cleaned sub buses as needed.
• Performed office tasks such as filing and entering mileage sheets, making copies, and answering phones whenever needed.

• Ensured the secure transportation of students on regular routes to and from school, regardless of weather conditions.
• Followed the guidelines set forth by the school district to ensure the well being of the students.
• Established communication with dispatch through radio as necessary.
• Fill out the necessary paperwork for operating the school bus.
• Developed positive relationships with students, faculty and parents to support continuous rapport and communication.
• Completed pre-trip and post-trip bus inspections and documented info in vehicle logs.
• Collaborated with school administrators to address any behavioral issues arising during transportation effectively.
• Maintained bus cleanliness with regular sanitizing and disinfecting.