Scott Nowak

As a Team lead I help my team members raise to the challenge, of helping our members at the same time hitting the stat goals that are set for them. I work on making sure that they have everything they need to be successful. Along with that I take care of Operations Support time as well Salesforce Support. Also I help out with my peers when they need support.

• Understanding new policy changes and facilitating changes within my team.
• Enacting SMART plan to guide team members to hit goals when they fall behind
• Handled Escalations, incidents, P-Cards, and backhaul’s
• Coaching team members to encourage them to improve themselves within AAA
• Monitor Que of In-bound calls to make sure that we are well staffed
• Lead variety of meetings from Two Way Tuesdays to Team meetings
• Reviewed team members time cards and followed up with time clock adjustment when needed.

As a Call receiver I would help members that are having any car issue that fell under AAA policy. As I would assist them in getting service I would also make sure that they knew about the benefits that their membership would give them. Along with that I would use my Deescalation skills to make sure to resolve the issue.

• Having an understanding of AAA’s mapping system
• Being able to assist with members that need to be escalated
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Boosted customer service satisfaction ratings through consistent quality control.
• Exhibited high energy and professionalism when dealing with clients and staff.

As a production associate my role was to make the model X which went from building the frame to installing wiring. Along with that I had to make sure that other team members' work met quality. Also having to run maintenance on the robotic machine that would do the wielding and adhesive application. Leading my zone to hit our goal of frames build and shipped down the line

• Leading team of 5 to hit target number, sometimes with limit manpower
• Exceeded performance goals, consistently completing assigned tasks ahead of schedule without compromising on quality or safety standards.
• Volunteered for additional assignments during peak work periods to keep tasks on schedule.
• Supported current production needs by moving items between equipment, conveyors, and staging areas.
• Assigning personnel to building parts or loading parts
• Filing end of day reports about production goals
• Training new hires on how to operate machines.
• Supported development team in generation of technical requirements and product documentation to achieve process commonality