Michael Smith
Rio Rancho,NM
Summary
Experienced with coordinating and managing service operations to ensure optimal performance. Utilizes strong communication and organizational skills to streamline processes and enhance customer satisfaction. Knowledge of team collaboration and effective problem-solving to meet dynamic needs.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Coordinator I - Supported Employment
Adelante Development Center Inc
03.2024 - Current
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Help resolved customer complaints and issues to drive satisfaction and loyalty.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Assessed customer needs and developed solutions to meet needs.
- Coordinated and monitored service activities to confirm work met all requirements.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Communicated with clients and service providers to provide updates on work progress.
- Developed comprehensive service plans tailored to individual client needs, resulting in high levels of satisfaction.
- Collaborated with cross-functional teams to optimize service operations and improve client experiences.
- Facilitated team meetings to discuss performance metrics, leading to unified approach towards service goals.
Job Coach
Adelante Development Center Inc.
Albuquerque, New Mexico
06.2022 - 03.2024
- Provide ongoing support and guidance to clients in the workplace.
- Assist with workplace accommodations and training.
- Help clients develop workplace skills and behaviors.
- Communicate effectively with clients, employers, and other service providers.
- Advocate for clients' needs and rights..
- Monitored client progress and adjusted job coaching strategies to meet needs and navigate challenges.
- Cultivated strong relationships with community organizations and resources to provide additional support services for clients when needed.
- Develop and implement job coaching and employment plans.
Bus Driver
Rio Rancho Public Schools
02.2022 - 05.2022
- Always maintain a clean and mechanically sound bus
- Verify permissions for children who ride home with friends
- Complied with all relevant state and federal regulations regarding school transportation services, ensuring the safety and well-being of students at all times.
- Assist students with getting on and off the bus as needed
- Discipline children as needed to maintain a safe environment
- Demonstrated professionalism at all times while engaging with students, parents, colleagues, and administrators alike during daily duties.
- Assisted in maintaining bus cleanliness with regular sanitizing and disinfecting.
- Transported passengers safely along prescribed routes according to tight schedules.
- Ensured proper bus equipment functionality through regular checks of lights, signals, mirrors, brakes, tires, and other essential components.
CSR Referrals
Safelite Solutions Inc.
03.2020 - 08.2020
- Provide exceptional customer service answering incoming calls from policyholders, insurance agents and auto glass shops
- Listening to customers' needs and concerns
- Gather all necessary information for claims, including verifying insurance coverage and deductible amounts
- Be proficient in using production/shop locator system to find auto glass vendors quickly to service vehicles
- Qualifying damages for windshield repair or selecting appropriate glass part for replacement
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in higher rate of customer satisfaction and repeat business.
Motorcoach Operator
City of Albuquerque Transit
08.2008 - 03.2020
- Safely operate a Transit bus over assigned routes on a time schedule
- Pickup and transport passengers and discharge them at destination in a safe and courteous manner
- Conduct basic operational, safety and functional inspections of passenger bus
- Properly monitor fare collection
- Training, field training and coaching Class B CDL drivers in a public transit system and motorcoach operations
- Promoted teamwork among fellow operators, sharing best practices for safe driving techniques and efficient routes.
- Collaborated with dispatchers to communicate route updates or changes, ensuring accurate information was relayed to passengers.
- Managed challenging situations calmly and professionally, maintaining positive relationships with passengers and coworkers alike.
- Delivered excellent customer service by responding to inquiries, resolving issues, and providing assistance as needed.
Education
Associate of Arts - General Studies (Concentration: Business Management)
Southern New Hampshire University
Manchester, NH01.2019
Skills
- AHA - First Aid/CPR Certified
- On-site training expert
- Customer Service
- Experienced with Microsoft Office applications
- Accurate recordkeeping & preparation
- Client advocacy
- Individualized service plans
- Ongoing client support
- Time management
- Customer expectation management
- Multitasking Abilities
- Task prioritization
- Effective written communication
- Team-oriented cooperation
- Telephone communication
Certification
- Train the Trainer, Raymond Roberts Business Development - July, 2015
- Employment Services, ACRE - June, 2023
Timeline
Service Coordinator I - Supported Employment
Adelante Development Center Inc
03.2024 - Current
Job Coach
Adelante Development Center Inc.
06.2022 - 03.2024
Bus Driver
Rio Rancho Public Schools
02.2022 - 05.2022
CSR Referrals
Safelite Solutions Inc.
03.2020 - 08.2020
Motorcoach Operator
City of Albuquerque Transit
08.2008 - 03.2020
Associate of Arts - General Studies (Concentration: Business Management)
Southern New Hampshire University
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