Yana Hettinger
Mt.Zion,IL
Summary
Focused Operator with 3 years experience supporting daily needs in railroad yard and train traffic management. Effective team player when helping with switching, coupling cars and managing traffic signals. Talented at helping trains remain on schedule by working quickly and coordinating with other yard workers, Yardmaster and Conductors. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Rail Operator
Archer Daniel Midland
06.2021 - Current
- Implemented safe environment and adherence to guidelines of company safety policies and procedures..
- Maintained records of train movements, daily logs and train performance reports.
- Communicated with dispatchers about train cargo and timetables.
- Made decisions on safety and scheduling employees to support operational requirements.
- Added or detached loads by coupling or uncoupling cars.
- Triggered track switches and activated traffic signals by operating controls.
- Directed operations during disruptions in service, providing for diversion of trains, adding stops and connections, general train movements and flow of information to crews and customers.
Customer Service Supervisor
Walmart
11.2019 - 05.2021
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Researched and corrected customer concerns to promote company loyalty.
Material Handler
Caterpillar
01.2018 - 10.2019
- Operated forklifts and pallet jacks to transfer large products from one area of warehouse to another, allowing for easier accessibility.
- Used hand-held scanners and physical logs to accurately track item movements.
- Transported inventory items to appropriate locations.
- Kept storage areas organized, clean, and secure to fully protect company assets.
- Listened closely during team meetings to gain complete understanding of duties required for each shift, completing priority tasks first.
- Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered, or distributed.
- Unloaded incoming shipments to verify accuracy of deliveries and check possible damages.
- Performed cycle counts and inventory control to accurately track product levels.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
Customer Support Specialist
Best Buy
08.2015 - 12.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Multitasked to handle diverse customer needs in high-volume [Type] setting, prioritizing tasks to keep up with challenging deadlines.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
Education
Bachelor of Arts - Criminal Justice
University of Arizona
Tucson, AZ01.2027
High School Diploma -
Eisenhower High School
Decatur, IL05.2017
Skills
- Heavy Machine Operation
- Coupling and Uncoupling
- Technical Report Writing
- Continuous Improvement Mindset
- Organizational Skills
- Problem Solving Aptitude
- Track Inspection Knowledge
- Computer Literacy
- Call Management
- Paperwork Processing
- Data Entry
- Data Collection
- Information Security
- Documentation
- Microsoft PowerPoint
- Professional Telephone Demeanor
- Call Center Operations
Timeline
Rail Operator
Archer Daniel Midland
06.2021 - Current
Customer Service Supervisor
Walmart
11.2019 - 05.2021
Material Handler
Caterpillar
01.2018 - 10.2019
Customer Support Specialist
Best Buy
08.2015 - 12.2017
Bachelor of Arts - Criminal Justice
University of Arizona
High School Diploma -
Eisenhower High School
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