Sound TransitSenior Passenger Care Agent
May. 2019 - Apr. 2023Seattle, Washington, United States- Leads by example when responds to customer emails, webform submissions and phone calls, tracking customer comments. - Coordinates, schedules, assigns, and inspects the daily work activities of Passenger Care (PC) Team, monitoring agent efficiencies and queues.
- Reviews areas of opportunity and success, provides 1on1 coaching, agent check in, and motivation.
- Provides support for PC agents and C- Level team with customer escalations. - Creates and analyzes weekly customer comments; reporting results to regional team managers and directors as required. - Point of contact for various transit agencies to establish protocols and processes for various assignments.
- Coordinates project and outreach efforts for start of service, service changes, assists with creating resources related to services provided.
- Creates, manages, and updates Knowledge Base, template responses, training materials, business procedures, and frequently asked questions. Participates in onboard new agents and providing refreshers for agents.
- Provides back-up coverage the Passenger Information Coordinator team as Duty Officer, posting rider alerts on agency webpages, sending service phone and email subscription alerts and updates front line agents when required. - Serves on the Bicycle Committee and assists with the Citizens Accessibility Advisory Committee Meeting. - Provides leadership with support as needed, prepares ad hawk reporting as requested, attends, and participates in group meetings. Calls out new trends and developments regarding agents and customers to leadership. Manages and incorporates agency changes, ensures processes, policies, and practices are understood and applied consistently. - Process PX invoices for services rendered and subscription services. - Champions and demonstrates agency core values-based behaviors with every interaction. Actively cultivates a culture of equity, diversity, and inclusion, supporting agency Equity and Inclusion policy.