Fulfill orders and deliver packages efficiently and accurately to residential and commercial locations within designated routes, ensuring timely and secure deliveries. Demonstrate strong customer service skills by providing exceptional service and addressing inquiries or concerns promptly and courteously. Maintain a clean driving record and adhere to all traffic laws and safety regulations to ensure the safety of both customers and cargo.

Provide support to inbound callers that were seeking support with their post-paid wireless plans. This included troubleshooting, sales, and customer service depending on the nature of the call. Provide acceptable resolutions to the caller in a timely manner and thoroughly document each call.

My responsibilities included duties assigned to the role of Assistant General Manager, as well as Maintenance Manager during the COVID-19 pandemic. I was responsible for the preventative and corrective maintenance in all areas of the facility, project management, purchasing of supplies/materials and repair parts, management front desk staff, escalated customer issues, and expense reporting.

I was responsible for supporting customers by responding to customer inquiries not limited to technical, functional, general inquiry and billing. They provide first call resolution to all inquiries received via phone call, email or chat.

Assist inbound callers with support for the Appliance Services department. This included tasks such as verification of appointments, scheduling appointments, and rescheduling appointments for delivery, installation, and repair of appliances using several proprietary software systems.

Collected data from a wide variety of sources related to agent performance, customer satisfaction, and call statistics. Processed the data ensuring that it was complete, accurate and clean. Present the data to team managers and operations management team through the creation and maintenance of dashboards that provided relevant information, visualization and insight. Prepare daily, weekly, and monthly reports for both internal and external audiences.

Train and supervise newly hired employees to be Customer Care Professionals. Performed evaluations, coaching, documentation, and reporting for active trainees and recent graduates. Average class size was 25 people and lasted from 4 to 6 weeks.