Robert Simmons
Queens,NY
Summary
Talented Representative that goes above and beyond basic administrative tasks and takes on multiple projects at once. Excellent work ethic and strength in boosting company morale. A true veteran in customer service an in-field work.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Command Center Associate
Wonder
03.2022 - 11.2022
- Supervised live operations; Monitored live operations and use inputs from multiple applications and advanced vehicle sensors (Samsara), problem solved issues that arise during shift to maximize fleet up-time, on-time deliveries, great customer experience, and safety.
- Provided support to in-field operators; Acknowledge and respond to inbound questions and issues from over 100-fleet mobile chefs using Command, Slack, Samsara, and FMT among other messaging platforms and telecommunications.
- Tested and iterated operating processes on operating procedures and proprietary technology in command center.
- Processed and resolved over 200 ticket/alert issues from drivers and customer service.
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Worked well in team setting, providing support and guidance.
Seasonal UPS Driver Helper
UPS
11.2021 - 01.2022
- Assisted UPS Driver with delivery of packages to homes, businesses, and otherwise
- Performed truck organization with loading / unloading of packages
- Assisted driver with navigation of routes
- Documented all pickups and deliveries of packages via DIAD (Delivery Information Acquisition Device) and paperwork.
- Worked over regular 8 hour shift as per needed to complete route
Numerator, U.S. Census Bureau
09.2019 - 10.2020
- Traveled door to door to conduct one on one census interviews for NJ state
- Collected and documented all information including results of visit
- Transmitted all information electronically through government database
- Worked independently to gather and prioritized information.
- Visited over 30 homes per day to attempt to conduct surveys
- Proven ability to learn quickly and adapt to new situations
Inbound Customer Service Representative
Manpower Staffing Temporary Agency
09.2019 - 07.2020
- Handled over 70 inbound customer service calls for company healthcare benefits annual enrollment during shift
- Navigated through multiple computer applications including PASS and Citrix to assist callers with troubleshooting assistance
- Educated and recommended healthcare plans that established caller's best needs
- Gathered information, resolve inquiries and logs customer calls
- Certification Liaison
Certification Liaison
Easton Coach Company, NJ Transit (Staffing Agency)
04.2018 - 03.2019
- Educated customers about NJ TRANSIT's accessible services including Access Link and county paratransit services
- Processed requests for information about NJ Transit's Accessible Services including Access Link and NJ
- Processed TIP info into computerized database and assembles general information packet for mailing
- Scheduled customers interested in applying for Access Link for in-person assessment including reserving trips, generating and sending confirmation letters, making confirmation calls and updating database
- Processed and prepared all Transportation Assessments for review by Certification Specialist including medical documents, updating of each applicant data file and creation of hard file
- Performed follow-up on missing or incomplete documentation with assessment agencies, medical facilities, etc.
- Prepared Access Link eligibility letter after determination has been made
- Updated database and hard file.
- Managed over 50 calls and customer claims per day
Assistant Team Leader/NCU Agent
Adecco USA Temporary Staffing Agency
02.2017 - 11.2017
- Monitored daily performance statistics for 30-person customer service team for direct reports ensuring that inbound and outbound calls are handled in prompt and efficient matter
- Conducted new hire and campaign training as required
- Assisted with Quality Assurance, including coaching and call scoring using Witness, Oracle, etc.
- Overseen team of 30 representatives and managed team workload to reach specific call center operations targets
- Handled escalated calls and perform Supervisor callbacks when needed
- Contacted 80 or more shareholders regarding proxy solicitation in outbound call center on daily shift
- Performed day to day customer service functions including providing information to clients regarding upcoming shareholders meetings
- Documented all transactions and perform data search and record corrections.
Education
High School Diploma -
Arts High School
Newark, NJ06.1999
Skills
- Tenured Customer Service Veteran trained in CRM, PASS, Remedy, Command, Samsara, FMT, etc
- Retention, Sales, Project Management, and Corporate Escalations experience; Tenured CS Veteran
- CRM software (7 years)
- Salesforce (2 years)
- Software Troubleshooting
- Oracle (2 years)
- Customer support (10 years)
- Order management system
- E-commerce
- Google Suite
- Warehouse experience
- Incident management
- Employee orientation
- Door-to-Door Experience
- Leadership Experience
- Project Management Professional (PMP)
- Microsoft Suite (Excel, Word, Windows, Outlook, etc)
Certification
Customer Service (10+ years)
Case Management (5 years)
Call Center (10+ years)
Recreation
Logistics
English
Microsoft Office (8 years)
Paratransit (3 years)
Citrix (2 years)
Help Desk (2 years)
B2B
EDI (3 years)
Data entry (10+ years)
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Command Center Associate
Wonder
03.2022 - 11.2022
Seasonal UPS Driver Helper
UPS
11.2021 - 01.2022
Numerator, U.S. Census Bureau
09.2019 - 10.2020
Inbound Customer Service Representative
Manpower Staffing Temporary Agency
09.2019 - 07.2020
Certification Liaison
Easton Coach Company, NJ Transit (Staffing Agency)
04.2018 - 03.2019
Assistant Team Leader/NCU Agent
Adecco USA Temporary Staffing Agency
02.2017 - 11.2017
High School Diploma -
Arts High School