Summary
Overview
Work History
Education
Skills
Timeline
Generic

Philip Coleman

South Charleston

Summary

Accomplished professional with expertise in customer service and problem resolution, honed at Kanawha Valley Regional Transportation Authority. Enhanced customer satisfaction by efficiently managing high call volumes and resolving conflicts.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

20
20
years of professional experience

Work History

Customer Service Representative

Kanawha Valley Regional Transportation Authority
11.2023 - 09.2025
  • Assisted customers with inquiries and resolved issues through effective communication.
  • Learned company policies and procedures to provide accurate information to customers.
  • Utilized customer relationship management software to log interactions and track resolutions.
  • Collaborated with team members to ensure a seamless customer experience.
  • Coordinated daily dispatch operations ensuring timely pickups and dropoffs of passengers.
  • Monitored communication systems to maintain contact with drivers and clients.
  • Scheduled routes efficiently to optimize transportation logistics and minimize delays.
  • Assisted in resolving issues related to booking trips, changing prebooked trips, and various other issues, enhancing customer satisfaction.
  • Maintained accurate records vehicle statuses for logistics and maintainence purposes.
  • Utilized software systems for tracking drivers, maintaining multiple daily manifests, booking trips, creating accounts, and various other tasks related to operating an on demand transit service.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Managed high call volume while maintaining professionalism and customer satisfaction.

KAT Operator/Driver

Kanawha Valley Regional Transit Authority
02.2013 - 11.2023
  • Operated paratransit buses, ensuring safe and timely transport for passengers with disabilities.
  • Conducted pre-trip inspections to maintain vehicle safety and compliance with regulations.
  • Assisted passengers in boarding and disembarking, providing exceptional customer service and support.
  • Trained new operators on safety protocols, operational procedures, and customer service standards.
  • Implemented feedback mechanisms to address passenger concerns, improving overall service quality.
  • Collaborated with maintenance teams to ensure timely repairs and upkeep of vehicles in service.
  • Fostered a positive work environment by collaborating effectively with team members and management staff in addressing concerns or resolving conflicts as they arose.
  • Reduced operational costs by adhering to fuel-efficient driving practices and promptly reporting necessary vehicle repairs.
  • Maximized customer satisfaction with courteous service, assisting passengers with boarding and deboarding the bus as needed.
  • Increased the efficiency of passenger pick-up operations by accurately assessing wheelchair securement needs prior to arrival at each stop.
  • Exhibited a high level of situational awareness while navigating through congested urban environments, ensuring safe passage for passengers and fellow road users alike.
  • Collaborated with dispatchers and management to promptly address customer feedback or complaints, leading to improvements in service quality and overall satisfaction levels.
  • Greeted customers with friendliness and professionalism, engaging in conversation to build rapport.
  • Operated with safety and skill to avoid accidents and delays.
  • Followed company policies and procedures and maintained compliance with standards.
  • Provided information about routes, destinations and timelines to inform passengers.
  • Accepted and processed fares.

Customer Service Representative

West Virginia Division Of Motor Vehicles
11.2005 - 02.2013
  • Processed vehicle title applications ensuring compliance with state regulations and procedures.
  • Managed customer inquiries related to title transfers, providing accurate information efficiently.
  • Maintained meticulous records of title transactions to support audits and inventory management.
  • Assisted in training new clerks on title processing systems and best practices for accuracy.
  • Assisted customers with complex title issues, providing guidance on necessary steps to resolve problems.
  • Ensured accuracy in documentation through careful verification of legal signatures, titles, and other records.
  • Expedited out-of-state vehicle transfers by diligently reviewing supporting documents and coordinating with other states'' agencies.
  • Educated customers about state-specific requirements for vehicle titling processes, clarifying any confusion or misunderstandings they may have had throughout the process.
  • Collaborated with team members to maintain proper inventory levels of registration materials and supplies.
  • Managed financial transactions accurately, balancing cash drawers and preparing deposits daily.
  • Supported office initiatives by participating in state-mandated training sessions, keeping abreast of industry developments and best practices.
  • Resolved customer complaints professionally, addressing concerns promptly and effectively.
  • Maintained a high level of accuracy when entering data into the DMV system, reducing errors and improving overall efficiency.
  • Increased customer satisfaction by providing knowledgeable assistance with DMV rules, regulations, and procedures.
  • Handled sensitive personal information with discretion while assisting customers in obtaining identification cards or updating their records accordingly.
  • Conducted driving tests and permit exams.

Education

GED -

Capital High School
Charleston, WV

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Complaint handling
  • Payment processing
  • Professional telephone demeanor
  • Scheduling

Timeline

Customer Service Representative

Kanawha Valley Regional Transportation Authority
11.2023 - 09.2025

KAT Operator/Driver

Kanawha Valley Regional Transit Authority
02.2013 - 11.2023

Customer Service Representative

West Virginia Division Of Motor Vehicles
11.2005 - 02.2013

GED -

Capital High School

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