Felipe Diaz Email & Phone Number

United States

Supporting POS, TVM, Printers & Ayden Devices

· Acts as primary contact to FGA IT on behalf of the GLI Business Unit regarding all technology deployed in the GLI Field environment.· Identify operational deficiencies with the capabilities of the TRIPS/CTRIPS/NBTS systems and recommend changes and enhancements to the systems.· Support all field operations staff in set up, configuration, and training for all Greyhound systems that are placed into an agency location.· Work with FGA IT to redesign Greyhound credit card processing in TRIPS and CTRIPS including recommending technology and business process design changes.· Work with FGA IT to escalate issues for a resolution to meet business needs.· Provide procurement process improvements for hardware procurement not covered by FGA IT service agreements.· Other duties to support Manager of Strategic Sales IT Support and the Finance team.

· Monitor and manage intraday call volume to internal and outsourced contact centers to ensure load balancing and compliance to forecast agreements.· Create and maintain accurate schedules in IEX across all centers. · Lead and coordinate decentralized Workforce Management teams to administer real-time, overtime and voluntary time off to insure occupancy and ASA goals are met.· Monitor real-time call statistics, schedule adherence and communicate with decentralized Workforce Management teams to ensure on-phone and off-phone activity is managed efficiently throughout the day. · Generate and communicate off-phone activity, staffing issues, performance measurements and call statistics reports to appropriate members of management.· Determine staffing changes to optimize schedules. Review intraday timelines and current staffing. · Ability to approve time off, schedule meetings, approve extra hours, and all other requests across all centers; review and interpret data using ACD, IEX and CMS reports. Must understand the call flows and how to maximize staffing, approving time off or extra hours across all call centers. Must understand WFM software and be able to communicate requirements clearly.· Work with help desk to escalate problems. Must understand call center systems and be able to work to correct any issues with all centers. · Responsible for meeting the goals set for the call centers in all locations. Meeting ASA goals and maintaining the occupancy level as per our agreements with our outside vendors.

- Ensure efficient driver operations through interaction with drivers, field operations personnel, field management and corporate management -Advise Regional and National Managers of operational problems and use discretion and sound business judgment to solve dispatch-related issues which adversely impact bus operations and coordinate and implement solutions -Assign work to drivers in accordance with real-time business needs, contractual requirements, Company procedures and good business judgment -Assign buses and manpower to solve real-time overload situations and efficiently schedule operations consistent with business needs-Mediate and resolve dispatch-related driver conflicts and issues and coordinate resolutions with Regional Operations Manager -Take action to remove drivers from service and recommend disciplinary action if warranted -Advise Customer Service, Maintenance and Driver Operations field staff regarding availability of drivers and buses -Perform dispatch duties, including assisting with and researching driver pay disputes -Maintain current knowledge on all contract terms and interpretations and correctly apply collective bargaining agreement -Attend management meetings -Perform all other duties as assigned

. Identify training issues and inconsistancies within the Customer Assistance Center • Monitor a minimum number of Customer Assistance Specialists per hour, per day, per week• Deliver feedback within an acceptable time frame• Calibrate quality assurance scoring with Supervisors, Trainers and Q/A Analyst on a regular basis • Achieve and maintain an acceptable calibration score • Identify potential training and coaching issues • Identify immediate disciplinary issues• Participate in special projects as assigned (i.e.; create Quality Assurance presentations utilizing Microsoft Excel, Word & PowerPoint programs)• Provide regular accurate reporting of Q/A results using Microsoft Excel, Word & PowerPoint programs)

• Provide expert and creative solutions to user problems of complex nature to ensure customer satisfaction and productivity.• Coordinate customer and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on customer satisfaction and productivity.• Demonstrate an awareness of, and impact on, relevant support issues on a company-wide basis.• Acquire, maintain, and expand knowledge of relevant products, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers. • Work with independent vendors to solve technical issues as needed.• Consistently model the highest levels of support orientation and professionalism.• Act as first point of contact for all customer computer and software application issues.• Ensure customer problem resolution on all IT platforms (LAN/WAN, Tandem, IBM Mainframe & Telephones) and applications supported on those platforms (TRIPS, BOSS, Lotus, ORACLE, etc.).• Coordinate problem diagnosis/resolution for point-of-sales applications, hardware, communications training and operational problems that impact customer activities.

 Log customer complaints in HEAT system for report to proper department Handle incoming calls from Greyhound agents and customers regarding general assistance, complaints, and refunds by providing best possible customer service standard. Provide maximum customer satisfaction with the least amount of expenditures Report problem areas and agents' failure to follow proper company procedures Special projects as assigned

• Provide fare and schedule information to customers over the phone• Sell Will Call Tickets over the phone • Assist regular Telephone Sales Agents with customer questions, inquiries and Greyhound polices• Take escalated customer calls from regular Telephone Agents• Set up assistance for ADA passengers on Access Greyhound.• Do ADA call outs to greyhound commission and foreign carrier agencies regarding requested ADA assistance• Receive and honored PTO's from Greyhound commission agencies • Provide customer with web support on Greyhound.com• Answer general questions and inquiries regarding Greyhound's Discovery Pass

• Provide fare and schedule information to customers over the phone• Sale Will Call Tickets over the phone

Associate In Arts, Astronomy And Astrophysics, Honors Scholar

High School Diploma

Activities and Societies: JROTC Sergeant Major