Reginald Edwards
Dacula,GA
Summary
Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets, and produces forecasts.
Overview
19
19
years of professional experience
Work History
Commercial Parts Delivery Driver
O'Reilly Auto Parts
05.2024 - Current
- Streamlined communication between warehouse staff and drivers, implementing a system for efficient pick-up of parts for delivery.
- Assisted in training new drivers, sharing valuable insights gained from years of experience in the industry.
- Reduced delivery errors through thorough inventory management and organization of vehicle storage space.
- Demonstrated exceptional customer service skills, addressing client concerns and providing prompt solutions.
- Upheld high standards of cleanliness in the delivery vehicle, promoting a positive image for the company brand during on-site visits.
- Collaborated with sales representatives to improve customer relations by providing timely updates on part availability and delivery status.
- Operated light trucks to deliver loads as far as 80 miles from home location.
Workforce Analyst
Change Healthcare
11.2018 - 01.2022
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Created training materials for new employees to provide information about attendance guidelines.
- Maintained proficiency in diverse software applications to produce and update documents, reports, and tracking spreadsheets.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Developed comprehensive reports for management, providing insights on workforce trends and recommendations for improvement.
Call Center Team Lead
Change Healthcare
11.2005 - 02.2018
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Led a team of 20 agents responsible for managing early out inbound and outbound calls with exceptional efficiency.
Skills
- Resolving issues
- Data Collection & Research
- Microsoft Excel
- Scheduling Optimization
- Managing schedules
- Data Analysis
- Report Writing
- KPI Monitoring
- Problem-Solving
- Time Management
Timeline
Commercial Parts Delivery Driver
O'Reilly Auto Parts
05.2024 - Current
Workforce Analyst
Change Healthcare
11.2018 - 01.2022
Call Center Team Lead
Change Healthcare
11.2005 - 02.2018
Similar Profiles
Easton BobbittEaston Bobbitt
Retail and Parts Specialist at O'Reilly Auto PartsRetail and Parts Specialist at O'Reilly Auto Parts
Chynna CoronaChynna Corona
Shipping Supervisor at O'Reilly Auto Parts Distribution CenterShipping Supervisor at O'Reilly Auto Parts Distribution Center
Robert Lazere IIRobert Lazere II
Stocker/ Receiver at O'Reilly Auto PartsStocker/ Receiver at O'Reilly Auto Parts
Kyle SheehanKyle Sheehan
Sales Professional at O'Reilly Auto PartsSales Professional at O'Reilly Auto Parts
Kenya Moody AndersonKenya Moody Anderson
Sales and Service Coordinator at Sephora USASales and Service Coordinator at Sephora USA