Summary
Overview
Work History
Education
Skills
Timeline
Generic

Steven Burns

Gaithersburg,MD

Summary

Professional customer service leader with significant experience in managing and improving customer relations. Skilled in conflict resolution, team collaboration, and process optimization. Focused on achieving results and adapting to changing needs. Strong communication, problem-solving, and leadership abilities.

Overview

18
18
years of professional experience

Work History

CSR Call Center

Symphony Replacements
09.2024 - Current
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered 35-40 customer telephone calls per week promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Identified and resolved discrepancies and errors in customer accounts.

Travel Agent

Burnsnlewis Travel
09.2019 - Current
  • Arranged travel accommodations for groups of 20 to 50, couples, executives, and special needs clients.
  • Designed personalized vacation experiences based on thorough understanding of each client''s interests, budge??t constraints, and desired outcomes.
  • Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
  • Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Followed up with customers to increase customer service with travel plans.
  • Streamlined booking processes for improved efficiency and reduced wait times for customers.
  • Developed strong relationships with suppliers, securing exclusive deals and discounts for clients.
  • Leveraged social media platforms to promote travel deals, expanding client base and engagement.
  • Educated clients on travel documentation and vaccination requirements, ensuring smooth and hassle-free travel experiences.
  • Assisted clients with flight changes and cancellations to minimize travel disruptions.
  • Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
  • Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.

Driver

Lyft
11.2017 - 03.2019
  • Followed all relevant traffic laws and safety regulations.
  • Utilized GPS and other navigation tools to plan routes and stay on schedule.
  • Achieved safe driving records by consistently following traffic rules and regulations.
  • Delivered goods and products to customer on time and in excellent condition.
  • Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
  • Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
  • Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
  • Boosted company reputation through excellent driving record free from accidents or violations over an extended period of time.
  • Navigated challenging weather conditions safely while maintaining on-time delivery performance rates.

Branch Manager

PTI (Professional Transportation INC.)
01.2012 - 06.2016
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Maintained friendly and professional customer interactions
  • Recruited new hires (weeding through resumes and applications for the best fit for PTI
  • Trained new Employees (road test, defensive driving, collision training course avoidance, and drive cam scenarios)
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Created Weekly schedules
  • Held monthly safety meetings
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Created a safety committee of 5 employees
  • Maintained positive relationships with Clients (CSX, Amtrak, Norfolk Southern, and Marc Train Employees).
  • Developed a high-performing team through targeted recruitment, training, and performance management initiatives
  • Took pictures, and reported damages to vehicles
  • Acquired new vendors for maintenance, and repairs of vehicles
  • Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies
  • Negotiated with vendors to secure cost-effective solutions for branch operations, significantly lowering overhead costs.
  • Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.

Driver

PTI (Professional Transportation INC.)
01.2012 - 06.2016
  • Taxied CSX, Amtrak, and Marc Train Conductors and Engineers to various locations.
  • Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
  • Upheld high standards of cleanliness within the vehicle''s interior/exterior appearance, providing a professional image for the company at all times
  • Coordinated efficient routes to avoid delays and optimize schedules.
  • Communicated with dispatchers and other personnel to coordinate transportation schedules.
  • Communicated with passengers to provide information and assistance for excellent customer service and positive experience.

Dispatch Operator

Silver Cab
01.2011 - 01.2012
  • Oversaw shift handovers, guaranteeing seamless continuation of service without disruptions or delays.
  • Utilized GPS technology effectively to monitor fleet locations and ensure optimal route planning.
  • Contributed to increased customer satisfaction by consistently providing accurate and timely information.
  • Managed high call volumes while maintaining exceptional customer service standards during peak times.
  • Ensured compliance with transportation regulations through diligent monitoring of driver logs and schedules.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Answered phone calls and responded to customer emails.
  • Scheduled deliveries and pickups according to customer needs.
  • Assisted in resolving customer complaints and grievances.
  • Communicated with customers to provide delivery updates and resolution.
  • Utilized dispatch software to enter customer orders, deliveries and receipts.
  • Directed dispatching, routing, and tracking of 25 fleet vehicles.

Customer Service Representative

Anthem Blue Cross Blue Shield
01.2007 - 01.2011
  • Responded to customer requests for products, services, and company information.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Education

Associate of Science - Business Administration

Montgomery College
Rockville, MD
06.1995

Skills

  • Branch operations management
  • Coaching and mentoring
  • Employee development
  • Customer service

Timeline

CSR Call Center

Symphony Replacements
09.2024 - Current

Travel Agent

Burnsnlewis Travel
09.2019 - Current

Driver

Lyft
11.2017 - 03.2019

Branch Manager

PTI (Professional Transportation INC.)
01.2012 - 06.2016

Driver

PTI (Professional Transportation INC.)
01.2012 - 06.2016

Dispatch Operator

Silver Cab
01.2011 - 01.2012

Customer Service Representative

Anthem Blue Cross Blue Shield
01.2007 - 01.2011

Associate of Science - Business Administration

Montgomery College

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