Robert Bisceglia II
Kettering,OH
Summary
Professional with strong background in customer interactions and service solutions throughout various industries. 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.
Overview
35
35
years of professional experience
Work History
Delivery Driver/Independent Contractor
DoorDash
10.2023 - Current
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
Quality Control Analyst II
TE Connectivity
06.2018 - 08.2023
- Conducted root cause analysis for recurring issues, developing long-term solutions to prevent recurrence.
- Provided training to new hires on quality control procedures, fostering a culture of excellence within the team.
- Inspected raw materials and finished products to verify quality and disposed items that did not meet safety requirements.
- Improved overall production efficiency by identifying and resolving quality control issues.
Quality Control Inspector I
TE Connectivity
03.2016 - 06.2018
- Communicated with production team members about quality issues.
- Inspected quality of products, taking note of functionality, appearance and other specifications.
- Inspected incoming and outgoing materials for accuracy and quality.
- Improved product quality by conducting thorough inspections and identifying defects in a timely manner.
- Collaborated with production staff to establish and meet quality standards
- Evaluated components and final products against quality standards and manufacturing specifications.
- Completed precise measurements using special tools.
- Participated in team meetings to discuss progress and results, providing ideas and suggestions for improvement.
Call Center Customer Service Team Lead IV
TE Connectivity
03.2010 - 03.2016
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
- Escalated issues to proper supervisors when standard processes were not effective.
- Managed high-performing customer service team, consistently exceeding company performance benchmarks.
- Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Took cash and credit card payments via phone, in person, and through email.
- Resolved customer service issues using company processes and policies and provided updates to customers.
911 Dispatcher
City of Kettering
01.2009 - 03.2010
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Read system maps and caller information, and documented details in system.
- Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
Ground Operations Supervisor/Load Master Supervisor
Northwest Airlines
01.1990 - 12.2008
- Supervised a ground crew of 20 assigned to handle 4 gates/planes at a time
- Performing audits for operations to ensure employees are following work instructions properly and safely
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
Education
High School Diploma -
Wayne High School
Huber Heights, OH06-1987
Skills
- Customer Complaint Resolution SME
- Client relationship building/Customer relationship development
- Computer-aided dispatching
- Multi-line phone talent
- Corrective actions
- Quality control/Equipment Calibration
- Customer satisfaction/Customer Service Expert
- Training and mentoring
- Workload management
- Quality management systems
- Visual inspections and reviews
- Data entry proficiency/Advanced computer skills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Delivery Driver/Independent Contractor
DoorDash
10.2023 - Current
Quality Control Analyst II
TE Connectivity
06.2018 - 08.2023
Quality Control Inspector I
TE Connectivity
03.2016 - 06.2018
Call Center Customer Service Team Lead IV
TE Connectivity
03.2010 - 03.2016
911 Dispatcher
City of Kettering
01.2009 - 03.2010
Ground Operations Supervisor/Load Master Supervisor
Northwest Airlines
01.1990 - 12.2008
High School Diploma -
Wayne High School
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