michael scott
Irvington,NJ
Summary
Proven track record in enhancing customer loyalty and streamlining operations, evidenced by my role at Verizon where I adeptly managed high-stress situations and resolved complex customer complaints. Skilled in critical thinking and data entry, I contributed to sales growth and consistently exceeded on-time performance goals, demonstrating a commitment to excellence and efficiency.
Overview
25
25
years of professional experience
Work History
Bus Operator
Njtransit
05.2011 - Current
- Maintained a clean and safe bus environment for the comfort of all passengers.
- Assisted passengers with disabilities, ensuring their safe boarding, travel, and disembarking from the bus.
- Helped passengers stow and retrieve luggage, bags, wheelchairs and other items.
- Adhered strictly to traffic laws and safety guidelines while operating the bus on assigned routes.
- Implemented conflict resolution strategies to maintain a positive atmosphere onboard the bus during challenging situations.
- Informed passengers about route details, schedules, transfers, and fare policies as needed.
- Assisted distressed passengers and notified dispatch of bus location and passenger symptoms.
- Accepted and processed fares.
- Participated in ongoing training sessions to stay current on industry best practices and regulatory updates.
- Prepared detailed reports of daily operations including incidents, mechanical issues, delays, or other pertinent information for management review.
- Consistently met or exceeded on-time performance goals, contributing to overall system efficiency.
- Enhanced passenger satisfaction by providing timely and efficient transportation services.
- Efficiently processed fare payments using various methods such as cash, cards, or mobile applications.
- Conducted comprehensive pre-trip inspections to ensure vehicle safety and compliance with regulations.
- Operated bus and navigation equipment in alignment with company safety, DOT, and local traffic standards and regulations.
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.
Customer Service Representative
Verizon
12.1999 - 09.2010
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- 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.
Education
Liberal Arts And General Studies
Kean University
Union, NJHigh School Degree -
Union High School, Union, NJ
UnionSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Data Entry
- Money handling abilities
- Conflict Resolution
Timeline
Bus Operator
Njtransit
05.2011 - Current
Customer Service Representative
Verizon
12.1999 - 09.2010
Liberal Arts And General Studies
Kean University
High School Degree -
Union High School, Union, NJ