Mikhail Cowan

• Overseeing staff operations and customer experience.
• Led shifts, delegated tasks, and ensured coverage during high-volume periods.
• Handled customer escalations and service recovery with professionalism.
• Handled hiring, Onboarding, and training new employees.
• Oversaw daily operations to ensure timely and efficient transportation services.

• Developed sales strategies to increase customer engagement and satisfaction.
• Trained team members on product knowledge and effective selling techniques.
• Executed daily sales plans to meet and exceed targets consistently.
• Analyzed market trends to identify opportunities for growth within the region.
• Resolved escalated issues professionally, maintaining positive customer relationships.
• Assisted with scheduling, inventory, and reporting duties.

• Provided customer support via phone, email, chat,

and in-person interactions.

• Addressed billing questions, account issues, and general inquiries.
• Maintained detailed and accurate customer records
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Improved resolution time with effective problem-solving for customer complaints.

• Supervised security personnel to ensure adherence to protocols and procedures.
• Conducted regular safety inspections to identify vulnerabilities and mitigate risks.
• Developed training programs for new staff on emergency response and security measures.
• Coordinated incident response efforts, ensuring timely communication with law enforcement.

• Developed training programs to enhance driver performance and safety standards.
• Conducted onboarding sessions for new drivers, ensuring compliance with regulations and company policies.
• Evaluated driver skills through assessments, providing constructive feedback for improvement.
• Implemented safety initiatives resulting in reduced incidents and improved overall safety culture.