Summary
Overview
Work History
Education
Skills
Timeline
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Samuel Ross

Houston

Summary

Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.

Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.

Overview

7
7
years of professional experience

Work History

Light Rail Operator

Metropolitan Transportation Authority
07.2024 - Current
  • Enhanced teamwork among crew members by actively participating in training sessions and sharing knowledge of best practices with peers.
  • Reduced delays with proactive communication with dispatchers, reporting any mechanical issues or other incidents promptly for efficient resolution.
  • Promoted accessibility for all passengers by adhering to guidelines for accommodating individuals with disabilities or special needs when boarding or finding seating on the train.
  • Upheld cleanliness standards within the train cabin through regular trash removal and reporting any necessary repairs or maintenance issues to appropriate personnel.
  • Answered questions and addressed concerns from riders regarding fares and streetcar schedules.
  • Completed reports for each finished shift and noted all incidents, accidents and other pertinent information for supervisors.

Call Center Representative

Maximus Federal Services
10.2023 - 07.2024
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.

Loss Prevention Officer

Metroonelpsg
01.2022 - 09.2023
  • Completed incident reports and activity logs for accurate, current records.
  • Patrolled store premises to detect and prevent shoplifting and security breaches.
  • Monitored employee compliance with company policies, promptly addressing any violations or concerns as needed.
  • Conducted daily store walk-throughs to identify potential security risks.
  • Interviewed suspects, customers and witnesses to obtain helpful information and statements.
  • Calmly and efficiently addressed emergency situations such as safety hazards and threats to life or property, deescalating when possible, and directing shoppers to safety.
  • Provided outstanding customer service while maintaining a professional and safe work environment.

Logistics Clerk

United States Armed Forces
06.2018 - 11.2021
  • Worked with vendors to schedule daily pickups and weekly deliveries.
  • Supported warehouse safety compliance by adhering to established protocols and reporting potential hazards promptly.
  • Received all warehouse shipments and logged into system, delivering high level of accuracy.
  • Prepared comprehensive reports on logistics activities, providing valuable insights for decision-making purposes within the organization.

Education

High School Diploma -

Proviso East High School
Maywood, IL
05.2018

Skills

  • Problem-solving skills
  • Customer support
  • Data entry
  • Customer service
  • Call center customer service
  • Resolving issues
  • Inbound phone calls
  • Customer communications
  • Complaint resolution
  • Appointment scheduling
  • Building rapport

Timeline

Light Rail Operator

Metropolitan Transportation Authority
07.2024 - Current

Call Center Representative

Maximus Federal Services
10.2023 - 07.2024

Loss Prevention Officer

Metroonelpsg
01.2022 - 09.2023

Logistics Clerk

United States Armed Forces
06.2018 - 11.2021

High School Diploma -

Proviso East High School

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