Manages front end departments and day-to-day operations. Tracks schedule adherence, 1:1 reviews, participates in peer mentorship. Handles all customer-facing tasks and departments as needed. Cashiering, service desk, Meals 2 Go, Cart 2 Curb, counting tills, along with other facilities tasks. Problem solves customer issues and complaints. Fosters teamwork and inclusion in an open communication loop with other coordinators, team leads and managers. Trains new employees on internal processes.

Responds to alarm calls. Troubleshoots alarm panel software & hardware. Average call resolution time 3:35 of allotted 4 minutes. Excellent quality assurance scores. Minimal call transfers to supervisor. Participates in accelerated training due to experience and skill.

Inventories vehicles. Forecasts sales trends. Tailors ancillary coverages to meet consumer’s needs. Schedules vehicle maintenance. Deliver product to off-site locations. Works daily with off-airport branches to ensure equipment availability. Dispatches and oversees service agents, transporters, and cleaning personnel. Evaluates service representatives according to business metrics and individual progress. Actively solves client complaints while upholding company integrity. Initiates employee support during peak times (cleaning, answering inquiries, completing rental transactions).

Educates clients via phone on federal and company specifics regarding retirement plans. Explains process for disbursements, loans, rollovers, distributions. Guides consumers to service themselves online. Discusses changes with executives and administrators.

Temporary position via TekSystems. Maps, troubleshoots circuitry outages. Handles operational, Data and VOIP calls (levels 1 & 2). Researches, closes repair tickets. Re-establishes customer contact to confirm repair status.

Directly manages a team of 15-24 employees. Professionally handles individual and team escalations. Presents progress to upper management in cohesive format. Develops, implements, tests strategies to boost revenue while accelerating internal productivity. Team exceeds expectations company metrics for AHT, close ration, schedule adherence, and availability. Pilots Floor Walker Team, consisting of 15 agents who provide superior floor and technical support to their peers.

Works in both Strategic Accounts and Ryder Truck Rental departments. For Strategic Accounts, addresses service concerns from various accounts such as Blue Cross Blue Shield, Pittsburgh Post-Gazette, Touchstone Health Care, among others. Places orders. Passes on messages. Direct bills vendors. For Ryder, creates personal and business reservations through web-chat application. Corresponds and follows up with patrons via e-mail. Schedules appointments for trucks to be routinely serviced.

Provides technical, sales support for internet and phone services. Top sales performer, consistently winning department-wide incentives. Clarifies, contrasts advantages among cable, phone, internet packages. Simplifies, explicates bill when questions arise. Settles escalations positively.