Joseph Seaward

• Conducted pre-trip and post-trip inspections to detect any potential vehicle issues, reporting concerns promptly to management for resolution.
• Maintained daily, electronic logs in accordance with DOT and FMCSA policies and regulations.
• Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents and over one million safe miles driven.
• Increased customer satisfaction by providing exceptional service during pickup and delivery interactions.
• Responded quickly to unexpected challenges such as inclement weather or traffic disruptions, adapting strategies accordingly to maintain delivery commitments without jeopardizing safety standards.
• Collaborated with dispatchers to optimize routing plans, minimizing delays and maximizing productivity.
• Participated in regular safety meetings, staying up-to-date on industry regulations and best practices for CDL Class A drivers.
• Determined quickest and safest routes for delivery by using effective planning and organizational skills.

• Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
• Delivered comprehensive reports and presentations to stakeholders, providing insights and actionable recommendations for business improvement.
• Developed and maintained strong client relationships, ensuring high levels of satisfaction and repeat business.
• Developed pivot tables and custom reports in MS Excel.
• Wrote macros for customization of documents and spreadsheets.

Call Center Team Leader

• Supervised 7-10 Information and Referral Specialists in providing excellent customer service and support to callers requiring assistance with Health and Human Service issues and other related needs.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Supervised a call center with 75,000-85,000 calls per year. Prioritizing urgent issues while maintaining a professional demeanor under pressure.
• Maintained accurate records of caller interactions, ensuring data integrity for future reference or analysis.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Improved caller satisfaction by effectively resolving escalated issues and providing timely support.
• Reduced average handle time through the implementation of effective call handling techniques and scripts.
• Created team rotations to man center effectively during peak hours.
• Led by example, demonstrating commitment and professionalism, encouraging team members to excel.
• Mastered multiple software platforms ensuring seamless navigation during calls, improving overall productivity.
• Maintained up-to-date knowledge of services and assistance available to callers.
• Coordinated with IT department to ensure seamless operation of call center technologies, minimizing downtime.
• Devised and implemented processes and procedures to streamline operations.
• Defined reporting requirements to support call center strategy and drive improvements.

Reporting Specialist

• Provided reporting and ad-hoc reporting in support of decision-making
• Developed new reporting tools, contributing to an enhanced suite of capabilities for endusers
• Assisted in the migration of legacy reports to newer platforms, ensuring minimal disruption during the transition period.
• Exported and converted raw data from various databases and applications to extrapolate data into usable reports.
• Reduced manual intervention in report generation by creating macros that automated common procedures.
• Managed a portfolio of recurring reports, providing consistent and reliable updates to key decision-makers within the organization.
• Leveraged advanced Excel functions and formulas to manipulate large data sets, improving overall reporting speed and efficiency.
• Worked across various platforms to create, generate, manage and schedule systematic reports for multiple stakeholders with varying deadlines and specifications.
• Balanced multiple simultaneous projects while maintaining strict deadlines and consistently delivering high-quality work products.
• Enhanced reporting accuracy by streamlining data collection processes and implementing quality control measures.
• Synthesized and interpreted relevant data to generate comparisons of current and historical information.
• Created user-friendly dashboards and visualizations, enabling stakeholders to easily interpret complex data sets.
• Implemented automated report generation processes for routine tasks, freeing up resources for more complex projects.
• Developed pivot tables and custom reports in Excel.
• Enhanced team productivity by streamlining deployment workflows using automated tools.

• Advocated for residents' rights and interests within the organization, ensuring their voice was heard in decision-making processes.
• Quickly responded to situations impacting safety and security to unit, actualizing crisis prevention interventions to control and de-escalate situations.
• Collaborated with interdisciplinary teams to develop comprehensive care plans addressing both physical and emotional needs of residents.
• Ensured compliance with federal, state, and local regulations through meticulous record-keeping and documentation practices.
• Contributed to staff development by leading training sessions on best practices in residential care techniques.

• Completed AP course in Calculus
• Completed AP course in Physics
• Additional Coursework: Advanced Computer Programming
• Additional Coursework: Statistics & Analysis