Microsoft Office
Sean Ditterline
Lowell
Paducah,KY
Summary
Customer-oriented transportation team member with proven safety skills and impeccable driving history. Log daily activities, coordinate customer documentation and collect payments to meet recordkeeping requirements. Skillfully plan efficient daily routes to meet customer needs and maximize delivery schedules.
Overview
10
10
years of professional experience
26
26
years of post-secondary education
Work History
Delivery Driver/Salesperson/IT Technician
Super City Dots, LLC/ Kool Snacks, LLC
Metropolis, Illinois
04.2021 - Current
- Completed on-time deliveries by choosing best and most efficient routes.
- Delivered packages to customer doorsteps and business offices.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Saved approximately 5,000 dollars of company funds by reinstalling shipping software, removing it from default settings.
Call Center Supervisor
Solera
Paducah, KY
04.2019 - 04.2020
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Supervised 20 CSRs in providing excellent customer service to callers requiring assistance for Insurance and Maintenance issues.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
Customer Service Representative
Solera/Lynx Services
Paducah, KY
06.2017 - 04.2019
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained AHT in top 15% of department, Avoiding penalties with contracted customers costing over a 100 dollars per call.
Call Center Customer Service Representative
Sedgwick CMS
Paducah, KY
05.2016 - 04.2017
- Resolved concerns with products or services to help with retention and drive sales.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Responded to customer calls and emails to answer questions about products and services.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Call Center Customer Service Representative
Solera/Lynx Services
Paducah, KY
11.2013 - 03.2016
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Associate of Arts - Political Science
John A Logan College
Carterville, IL 08.1993 - 12.2019
Skills
Familiarity with DOT regulations
Map reading and navigation skills
Knowledge of state roads and highways
Documentation and reporting
Call center operations
Timekeeping abilities
Quality assurance
Report writing
Technical Support
Performance improvements
Productivity Standards
Performance metrics
Call management software
Software
Timeline
Delivery Driver/Salesperson/IT Technician
Super City Dots, LLC/ Kool Snacks, LLC
04.2021 - Current
Call Center Supervisor
Solera
04.2019 - 04.2020
Customer Service Representative
Solera/Lynx Services
06.2017 - 04.2019
Call Center Customer Service Representative
Sedgwick CMS
05.2016 - 04.2017
Call Center Customer Service Representative
Solera/Lynx Services
11.2013 - 03.2016
Associate of Arts - Political Science
John A Logan College
08.1993 - 12.2019