Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Rick Shaw

Grand Junction,CO

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

12
12
years of professional experience

Work History

Customer Engagement Specialist

Startek USA
04.2019 - Current
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Streamlined communication channels for improved customer engagement through social media management.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

OTR Truck Driver

Quality Logistics
02.2016 - 01.2019
  • Increased on-time deliveries by planning efficient routes and maintaining regular communication with dispatch teams.
  • Improved fuel efficiency by monitoring driving habits and implementing best practices for long-haul trips.
  • Ensured accurate record-keeping by diligently updating electronic logs and submitting required paperwork in a timely manner.
  • Reduced maintenance costs with thorough pre-trip inspections and regular vehicle upkeep to minimize unexpected breakdowns.
  • Safely navigated challenging weather conditions, utilizing defensive driving techniques to ensure timely delivery without compromising safety.

OTR Truck Driver

Wilford Trucking
03.2012 - 01.2016
  • Supported warehouse operations during loading and unloading procedures, ensuring proper handling of cargo to minimize damage.
  • Collaborated with fellow truck drivers to share best practices, improve performance, and promote a supportive working environment.
  • Completed specialized training courses to expand skill set, including hazardous materials transportation certification for additional route options.
  • Strengthened relationships with clients through consistent professionalism, clear communication, and attention to detail in meeting their specific needs.

Education

Total Quality Management Courses - Total Quality Management

Eastern New Mexico University - Roswell
Roswell, NM

High School Diploma -

Socorro High School
Socorro, NM
05.1971

Skills

  • Data Entry
  • Report Generation
  • Paperwork Processing
  • Call Management
  • Complaint resolution
  • Account updating
  • Quality Assurance Controls
  • Documentation
  • Call center experience
  • De-Escalation Techniques
  • Conflict Resolution
  • Active Listening

Accomplishments

  • Promoted to Quality Assurance Advocate for Specialty Pharmacy based on high Quality Scores.
  • Provided opportunity to launch new line of business due to exceeding all STATS in previous role and being in Top 10 of 150 agents.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Consistently awarded top performance recognition.

Timeline

Customer Engagement Specialist

Startek USA
04.2019 - Current

OTR Truck Driver

Quality Logistics
02.2016 - 01.2019

OTR Truck Driver

Wilford Trucking
03.2012 - 01.2016

Total Quality Management Courses - Total Quality Management

Eastern New Mexico University - Roswell

High School Diploma -

Socorro High School

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Rick Shaw