Customer Service, Management, Consulting

Education

University of Massachusetts Amherst; Amherst, MA May 2013

Bachelor in Sociology

Fort Valley State University; Fort Valley, GA August 2014 -December2014

Post-graduate coursework in Sociology Program

Relevant Experience

Transportation Liaison

●Responsible for tracking and coordinating personnel needs for the Commuter Rail service to ensure a safe and professional environment for employees and the public.

●Responsible for implementing and monitoring Hastus concerning a new system the required staffing trains.

●Responsible for training company staff on the basic tools and procedures of Hastus.

●Managed 100+ union employees concerning schedule adjustments and diversions.

●Implement and monitored operational practices to ensure equipment reliability and quality service while ensuring a safe and productive workplace.

Keolis Commuter Services; Boston, MA February 2015 - 2017

Lead Customer Service Agent

●Leading the Call Center team in maintaining and improving customer service quality of our performance as a team.

●Responsible for training and supervising call center staff, including interns and temporary employees

●Handling customer service related communications via telephone (Incoming and Outgoing), database entries and emails regarding inquiries or concerns regarding the Commuter Rail or MBTA transportation services

●Providing customers with timely and accurate information, regarding schedule, fare and other requested information

●Entering customer communications into Service Now database in order to analyze and track common trends regarding service

●Training new staff in Boston Commuter Rail/MBTA public transportation, customer service, and administrative policies and procedures

Leisure Services and Supplemental Education; Amherst, MA January 2013-May 2013

Counselor

●Counseled and supported forty elementary students grades K-6th in managing academic, personal and developmental issues

●Provided parents of students with tools to aid students in a responsible transition from school to home.

University of Massachusetts Dining Commons; Amherst, MA January 2011-May 2013

Chef

●Supervised kitchen staff to effectively serve thousands of students/guests daily in a timely manner.

University of Massachusetts Catering Services; Amherst, MA June 2013-August 2013

Caterer

●Demonstrated efficient time management while serving students/guests and completing tasks.

●Organized task schedule to ensure proper preparation and recovery of food to make sure health codes were followed

Extra-curricular Activities

S.I.A.C M.A.C. Division II College Football; Fort Valley, GA June 2014-December 2014

Football Player

●Contributed to the development of my teammates by utilizing experience from previous experience in Division I

●Exposed personal motivation by dedicating free time to focus on extra practices and conditioning

●Exhibited leadership skills through my captainship of the running-back team

M.A.C. Division I College Football; Amherst, MA September 2009-May 2013

Football Player

●Received a full athletic scholarship to support academic pursuits at the University of Massachusetts Amherst

●Participated in weight training, team and individual practice, games, conditioning, film study and meeting for individual growth and for the betterment of the team

●Maintained full course load while dedicating 30-40 hours weekly to the University of Massachusetts Amherst football program

Skills

Customer service skills, Call center, Writing and Verbal communication, Proficient in Microsoft Word, Excel, PowerPoint, Microsoft Office Suite

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