Rodreiko Russell
Experienced Remote Supervisor!
South Jordan,UT
Summary
Resourceful Supervisor known for high productivity and efficient task completion. Specialize in team leadership, conflict resolution, and operational oversight. Excel in communication, problem-solving, and adaptability to ensure smooth operations and workplace harmony. Committed to fostering positive work environments and achieving goals through effective supervision and staff engagement.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Shift Supervisor
Teleperformance USA
Midvale, UT
08.2020 - 06.2024
- Ensured compliance with company policies and procedures related to customer service activities.
- Developed training programs for new employees to ensure they had the skills necessary to provide excellent customer service.
- Created reports summarizing customer interactions each day for management review.
- Conducted regular meetings with staff members to review progress toward goals and discuss opportunities for improvement.
- Encouraged team members to take initiative in resolving difficult situations with customers.
- Provided feedback on employee performance and issued warnings when appropriate.
- Oversaw daily operations of customer service team, including scheduling and assigning tasks.
- Resolved escalated customer complaints in a timely manner and provided follow-up communication as needed.
- Monitored customer service representatives to ensure they met quality assurance standards.
- Provided ongoing coaching and mentoring support for team members on best practices for delivering exceptional customer service experiences.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Recruited, interviewed and selected employees to fill vacant roles.
- Interpreted and explained work procedures and policies to brief staff.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Guided employees in handling difficult or complex problems.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
Pharmacy Technician
Innophos Nutrition
South Jordan, UT
06.2017 - 08.2020
- Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Provided customer service to patients by answering questions about medications and health-related topics.
- Verified accuracy of medication labels before they were dispensed to customers.
- Resolved customer complaints in a timely manner while maintaining professionalism at all times.
- Assisted in training new employees on pharmacy procedures.
- Checked expiration dates on medications to ensure that only unexpired products were dispensed.
- Entered prescription information into computer databases.
- Prepacked bulk medicines, filled bottles with prescribed medications and typed and affixed labels.
- Ordered, labeled and counted stock of medications and entered inventory data into computer.
- Cleaned and maintained equipment or work areas according to prescribed methods.
- Checked medications for content, accuracy and completeness of drug packaging and labeling.
- Mixed pharmaceutical preparations according to written prescriptions.
- Performed regular medication audits to ensure compliance with regulatory standards.
- Ensured compliance with state and federal pharmacy laws and regulations.
- Implemented and followed pharmacy protocols for medication disposal and waste management.
- Verified prescriptions and drug labels, documents and packages.
- Managed medication inventory, including ordering and restocking medications as necessary.
Pharmacy Technician
Teva Pharmaceuticals
Salt Lake City, Utah
02.2015 - 06.2017
- Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Provided customer service to patients by answering questions about medications and health-related topics.
- Verified accuracy of medication labels before they were dispensed to customers.
- Resolved customer complaints in a timely manner while maintaining professionalism at all times.
- Liaised with pharmacist to measure and prepare medication doses and packaging and label prescriptions.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Assisted with pharmacy technology updates and troubleshooting to ensure efficient operation.
- Provided exceptional customer service, addressing patient questions and concerns with empathy.
- Reported any discrepancies or errors in medication ordering or filling processes immediately to the pharmacist on duty.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Educated patients on medication usage, potential side effects, and storage requirements.
- Verified prescriptions and drug labels, documents and packages.
- Implemented and followed pharmacy protocols for medication disposal and waste management.
- Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system.
- Ensured compliance with state and federal pharmacy laws and regulations.
- Answered telephones to respond to questions or requests.
- Entered prescription information into computer databases.
Machinery Technician
Spectraforce- Nishant Nanda
Salt Lake City, UT
03.2013 - 02.2015
- Reviewed blueprints or diagrams to determine the scope of work required for each job.
- Replaced faulty circuit boards, switches, motors, relays, and sensors as needed during repair work.
- Performed safety checks on all machines before returning them into service.
- Diagnosed mechanical problems and determined the best solutions to repair them.
- Followed established procedures for disassembly and reassembly of large-scale machinery components.
- Troubleshot issues with electrical systems and wiring.
- Monitored production processes for quality assurance purposes.
- Provided technical support for other technicians working on repairs or installations.
- Adjusted machine settings to complete tasks within specified parameters.
- Disassembled machinery to remove parts and make repairs.
- Analyzed machine error messages and diagnostic test results to identify faults.
- Engaged in troubleshooting of machinery malfunctions through use of testing instruments and observation of defective equipment, listening and visually analyzing for sources of problems.
- Assessed system operations to identify potential areas requiring maintenance services.
- Entered codes and instructions to program computer-controlled machinery.
- Adjusted and repaired systems to meet manufacturers' performance specifications.
- Read and interpreted technical documents blueprints to disassemble and reassemble equipment for repairs and component replacements.
- Inspected equipment regularly and performed preventive maintenance as appropriate.
- Adhered to safety regulations when working with heavy equipment, confined spaces and hot work.
- Calibrated machine parts and ran diagnostic tests to confirm system functionality and accuracy.
- Diagnosed and repaired machine malfunctions and problems to minimize downtime.
- Documented daily production data and submitted accurate time logs to keep management up-to-date.
- Assisted in training other personnel in the use of specialized tools and equipment related to machine maintenance operations.
- Maintained detailed records of all service activities performed on machinery and equipment.
- Analyzed data from performance tests to identify potential problems with machines or processes.
Driver
C.R. England
West Valley City, UT
10.2011 - 03.2013
- Provided excellent customer service by addressing inquiries promptly and professionally.
- Maintained accurate records of deliveries, including delivery dates, times, products, and recipients.
- Monitored shipments throughout transit process via GPS tracking system.
- Attended training sessions related to safe driving techniques.
- Maintained cleanliness inside the cab area as well as exterior parts of the truck.
- Obtained signatures from customers upon successful completion of deliveries.
- Efficiently managed fuel stops along routes while monitoring fuel consumption levels.
- Collaborated with other drivers on roadways while maintaining safe driving practices.
- Operated a variety of commercial motor vehicles over long distances to deliver freight safely and efficiently.
- Transported goods safely in accordance with the Department of Transportation's rules and regulations for CDL A OTR Drivers.
- Followed safety protocols when handling hazardous materials during transportations according to DOT guidelines.
- Adhered to all applicable laws regarding transportation of goods across state lines.
- Conducted daily logbook entries to track hours of service and ensure compliance with Federal Motor Carrier Safety Administration regulations.
- Established relationships with customers through use of interpersonal, active listening and inquiry response skills.
- Conducted vehicle inspections before and after every trip and performed minor repairs to keep truck functional.
- Hooked and unhooked trailers from tractor and converter dollies.
- Coordinated with dispatch to receive updates, communicate efficient routes and convey delays.
- Added fluids, checked tires and kept interior and exterior spotless as part of vehicle upkeep.
- Implemented daily DOT pre-trip inspections to reduce risks or delivery delays.
- Maintained ongoing communications with operations center personnel to keep teammates informed.
OTR/Heavy Machinery Operator
SP RECYCLING CO
Forest Park, GA
01.2007 - 10.2011
- Moved earth and other materials with dozer blades or bucket attachments.
- Ensured that all safety protocols were met throughout the duration of each project.
- Performed routine inspections on equipment to ensure proper functioning.
- Followed safety regulations while operating all types of heavy machinery.
- Adjusted machine settings according to terrain conditions and job specifications.
- Removed debris from construction sites using backhoes and other specialized equipment.
- Operated a variety of heavy machinery such as bulldozers, excavators, graders, loaders, and scrapers.
- Maintained accurate records of daily operations, including fuel usage and maintenance requirements.
- Loaded trucks with material from stockpiles or pits using loader buckets.
- Performed pre-shift and post-shift equipment inspections and accurately completed reports to support company policy.
- Followed signals from ground crew and other operators to safely move materials and prevent dangerous interactions or missed cues.
- Employed heavy equipment operation best practices resulting in minimal complaints or incidents.
- Learned about new equipment and related attachments while maintaining knowledge of items used daily to meet job requirements.
- Kept records of material or equipment usage and completed entries in production logs.
Sorter
United Postal Service
Atlanta, GA
04.2001 - 12.2006
- Organized stacks of undeliverable items for return shipment or disposal.
- Retrieved, opened, separated, and distributed incoming mail to appropriate departments or individuals.
- Scanned barcodes on packages entering the facility in order to track their progress through processing centers.
- Inspected outgoing mail for correct postage, addressing, and labeling.
- Received and sorted incoming mail according to predetermined criteria.
- Operated sorting machines to separate mail into categories such as express or priority.
- Assisted with loading trucks with sacks of outgoing mail prior to departure from the distribution center.
- Operated mail processing equipment and manually sorted mail.
- Cleaned and checked over vehicle after completion of daily deliveries.
Education
High School Diploma -
Booker T. Washington High School
Atlanta, GA05-2002
Associates - Visual Communications
ATLANTA TECHNICAL COLLEGE
Bachelor's - Computer Science
Salt Lake Community College
Taylorsville, UTSkills
- Information Verification
- Case Management
- Database Research
- File Management
- Problem Resolution
- Needs Assessment
- Order Placement
- De-Escalation Techniques
- Outstanding communication skills
- Billing Inquiries
- Documentation And Reporting
- Inbound Customer Service
- Payment Processing
- Escalation management
- Customer Relations
- Inbound Call Management
- Customer Complaint Resolution
- Customer Relationship Management (CRM)
- Information Updates
- CRM Software
- Customer Service
- Returns and exchanges
- Complaint Handling
- Account Management
- Returns processing
- Call Control
Affiliations
- Still Life and Portrait Drawing
- Scuba Diving
- Botanist
- Meditating
- Spending Family Time Together
Certification
- Certified Payroll Professional
- Certified Project Manager
- Certified Scrum Master
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- PgMP
- Pharmacy Technician Certification
- Professional In Human Resources
- PTCB Certification
- SHRM Certified Professional
- Six Sigma Certification
Accomplishments
- Evaluating performance and providing feedback
- Resolve disputes between employees
- Evaluating performance and providing feedback
- Managing workflow
- Creating and managing team schedules
- Training new hires
- Approving work hours
- Assist employees with professional development
- Adhering to company policies
- Adhering to company policies
Languages
English
Professional
Chinese (Cantonese)
Limited
Chinese (Mandarin)
Limited
References
References available upon request.
Timeline
Customer Service Shift Supervisor
Teleperformance USA
08.2020 - 06.2024
Pharmacy Technician
Innophos Nutrition
06.2017 - 08.2020
Pharmacy Technician
Teva Pharmaceuticals
02.2015 - 06.2017
Machinery Technician
Spectraforce- Nishant Nanda
03.2013 - 02.2015
Driver
C.R. England
10.2011 - 03.2013
OTR/Heavy Machinery Operator
SP RECYCLING CO
01.2007 - 10.2011
Sorter
United Postal Service
04.2001 - 12.2006
High School Diploma -
Booker T. Washington High School
Associates - Visual Communications
ATLANTA TECHNICAL COLLEGE
Bachelor's - Computer Science
Salt Lake Community College
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