Luisa Fiorelli
Reno,NV
Summary
Accomplished Route Manager at OnTrac, adept in route coordination and schedule management, significantly improved operational efficiency. Skilled in fostering teamwork and collaboration, I led initiatives that enhanced on-time delivery rates. My problem-solving abilities and excellent communication skills have consistently driven team performance and customer satisfaction, showcasing a commitment to excellence and leadership.
Overview
8
8
years of professional experience
Work History
Route Manager
OnTrac
10.2020 - Current
- Monitored daily operations and routes to resolve issues and drive operational effectiveness.
- Managed a team of drivers, providing training and support to ensure high performance standards were met.
- Improved route efficiency by analyzing and optimizing daily delivery schedules.
- Continuously monitored industry trends to inform adjustments in route strategies or operational improvements as needed.
- Increased on-time delivery rates by coordinating closely with drivers and dispatchers.
- Managed end-of-day check-in process to capture and communicate key service, safety and equipment issues.
Senior Customer Service Representative
Optum
02.2020 - 09.2020
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Reduced call wait times by implementing effective time management techniques within the team.
Production Assistant
Fresinius Medical Care
07.2018 - 07.2019
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
- Operated equipment while observing standard safety procedures.
- Loaded, unloaded, and moved material to and from storage and production areas.
Customer Service Representative
Home Depot
01.2018 - 04.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
Customer Service Representative
Teleperformance USA
11.2016 - 08.2017
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Education
High School Diploma -
Ben Lomond High School
Ogden, UT05-2016
Skills
- Route coordination
- Schedule Management
- Staff Training
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Excellent Communication
- Team Leadership
- Active Listening
Timeline
Route Manager
OnTrac
10.2020 - Current
Senior Customer Service Representative
Optum
02.2020 - 09.2020
Production Assistant
Fresinius Medical Care
07.2018 - 07.2019
Customer Service Representative
Home Depot
01.2018 - 04.2018
Customer Service Representative
Teleperformance USA
11.2016 - 08.2017
High School Diploma -
Ben Lomond High School
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