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Click here or scroll down to respond to this candidateCandidate's Name
North Canton, OH Street Address PHONE NUMBER AVAILABLEEMAIL AVAILABLECustomer Service ManagerTeam Supervisor & Leadership Logistics and Dispatch Information TechnologyMultitalented, accomplished professional with experience in all aspects of customer service, technical services, and sales and marketing operations in challenging environments. Proven record of success managing business processes and top-performing teams to exceed goals. Purposeful with a focus on standardized processes aligned to policies and procedures with broad-based background in recruitment, coaching, training, and continuous improvement. Sales expertise to boost business outcomes and maximize team productivity.Program ManagementCustomer Support and ServiceSales and Marketing StrategyTechnical TroubleshootingProposals, Contracts, InspectionsStaff Training and DevelopmentProcess Improvements, SLAsRelationship BuildingStandard Operating ProceduresNew Business DevelopmentSalesforce, IRely, Agvantage, AS400Staffing, Scheduling, RecruitmentPROFESSIONAL EXPERIENCEMiller Pipeline, Indianapolis, Indiana * Union Laborer and Traffic control Specialist3/2022 3/2024Union Labor for local 125 {Youngstown, OH}.Daily huddle to cover NiSource safety plan.Set up of traffic control signs, cones, and barricades to established guidelines.Direct traffic per MOT {Maintenance of Traffic} plan.Monitor traffic conditions.Work closely with Columbia Gas and OSHA Inspectors.Perform extra duties with gas and hard surface crews.Complete knowledge of traffic control regulations per location of work site.Effectively communicate and interact with drivers, pedestrians, and construction crews.Behaving in an ethical manner to support are communities.Providing customer service, and empathy to residents with concerns.ATSSA certified {American Traffic Safety Services Association}.Wright Traffic Control, Beaver Falls, PA *Field Safety Manager6/2021 2/2022Safely operate company vehicle to multiple construction sites.Oversee forty plus union crews.Perform corrective action on zone infractions.Perform site audits and coaching to union employees.Provide training to new hires.Successfully trained two additional field supervisors for Ohio.Assisted in training new scheduler.On call 24/7 to assist with call offs and scheduling conflicts.Maintain office and storage inventory.Safely deliver arrow boards and light trees to construction sites on time.Maintain vehicles oil changes, and all other repairs through BBL fleet service.Maintain maintenance on arrow boards and light trees.Communicate professionally with client on scheduling, zone set up, and additional requests.Work closely with Columbia gas on safety, planning, and performance metrics of flaggers.Schedule and plan large projects for client.Provide PPE and water to site.Assist in flagging when call offs occur and break out flaggers if needed.Network with area supervisors and area manager to complete tasks.Work closely with Human Resources on corrective actions.Kenan Advantage Group, North Canton, OH * Dispatch Trainer (Reason for departure-Contract ended- Randstad Staffing) 11/2020 03/2021Review Logistic card planner and Total Mail to support Penless Cab rollout.Create supporting processes and documentation for dispatchers.Resolving Total Mail errors relating to Omnitracs and the driver.Scheduling, training, and planning dispatchers loads via Microsoft teams.American Tire Distributors, Canton, OH * Delivery Driver (Reason for departure-Furloughed Pandemic) 2/2020 5/2020Safely delivered tires for multiple routes as a driver floater in a non-CDL role in a 26 ft box truck.DOT certified (medical card)Successfully passed ATD safety course, fleet navigation system, and DOT - pre trip inspection testing.J&M ROOFING, Mechanicstown, OH (Project Temporary 1099) 2/2019 10/2019Commercial Sales Assistant & Measure TechnicianAccomplish new business development objectives in a demanding, self-driven environment using a customer-centric work ethic to build meaningful relationships and market products and services.Enhance brand awareness using multifaceted promotional campaigns and customer outreach for Conklin roofing.Secure sales opportunities by conducting 1K+ cold calls and demonstrating products and free inspections and estimates; crafted custom proposals after completing a wide range of measuring assignments.Completed Conklin business seminar and metal roof training program with Conklin to increase knowledge and skills.Revitalized advertising efforts to increase customer engagement on social media platforms.S.W.A.T. ROOFING, Akron, OH (Project Temporary - 1099) 6/2018 10/2018Small Business ConsultantAccelerated business efforts in a temporary project capacity, achieving results in a brief period as a consultant.Streamlined business performance by transitioning home setting to a formal office environment and instituting formal business plans and strategies; crafted and maintained procedures and sales team metrics.Increased negotiating and sales competencies of employees in the field while ensuring customer satisfaction.Provided payroll and human resources solutions in addition to onboarding and managing key client accounts.Exceeded expectations with 89% client retention rates.Processed payments using QuickBooks.AREA WIDE PROTECTIVE, INC., Canton, OH (Reason for departure-Business Restructure) 9/2017 6/2018Lead Field CoordinatorRecognized as subject matter expert for scheduling of zone set ups for field staff and coordinating administration across multiple locations in the U.S. on traffic control.Trained and mentored personnel and consulted with supervisors to understand supply needs to complete schedules.Spearheaded reporting on key metrics to ensure quality assurance and help make informed decisions; achieved production commitments using Salesforce data; filed zoning permit applications per requirements.1ST CHOICE ENERGY SERVICES, New Philadelphia, OH (Reason for departure-Merger) 10/2014 8/2017Customer Service & Dispatch SupervisorDeveloped a successful call center and dispatch area for the customer service department.Implemented consistency with inbound calls, and upselling of different products.Developed a successful escalation process flow {Knowledge Docs}.Created knowledge documents for CSR to assist in call process, and escalation.Knowledge of peak times and correct CSR coverage for improved customer experience.Employee training and development using monthly 1x1s with team and reviewing call quality.Employee scheduling.Developed and implemented resource documents for network outages and emergencies.Hiring Subject Matter Experts for lubes and tank division.Working closely with all departments to ensure organizational success.Educating employees on safety and following correct emergency protocol.Successfully tracking data, personnel, and procedures to ensure project success.Creation and posting of relevant information on social media accounts.INSIGHT GLOBAL AND BP, Warrenville, IL (Reason for departure-Business restructure) 10/2011 5/2014IT Specialist, ContractorRecruited to support customer service and IT troubleshooting in a contractor capacity; earned promotion to join BP.Excelled with performing work aligned to service level agreements, mastering bp proprietary systems.Exceeded key metrics and targets in a fast-paced, high-volume setting; helped launch extraordinarily successful BP rewards program roll-out while simultaneously managing ticket resolution to exceed quality service standards.Supported terminal dispatch, back-office systems, pin pad installs, point of sale and V-Sat platforms, and other network matters, collaborating with vendors and techs across the U.S. and the U.K.EDUCATION & CREDENTIALSBachelor of Science in Business AdministrationWest Liberty University West Liberty, WV, 1992Kaplan University, Des Moines, IA, 2013AgVantage Software Seminar Certification Program, Dispatching and Billing Training, 2017Conklin Business Seminar and Roofing Certifications, Kansas City, MO, 2019 SPARK Roofing Seminar, Erie, PA, 2019 |
