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Work Background
RelaDyne Reliability ServicesCustomer Service Manager
Sep. 2023 - Sep. 2024Houston, Texas, United States
RelaDyne LLCIndustrial Reliability Service Coordinator
Aug. 2019Houston, Texas AreaCreated and maintained registration systems for events and
meetings to optimize schedules.
Efficiently managed incoming and outgoing correspondence
and product to support smooth daily operations.
Completed quarterly employee performance evaluations to
identify deficiencies and recommend improvement strategies.
Introduced change improvement plans to ensure process
alignments with specific goals, methodologies and initiatives
throughout the management office.
Documented all labor hours and budget expenses for projects.
Defined and documented office procedures, using updated
SOPs to provide thorough and comprehensive training for all
administrative support staff.
Coordinated travel arrangements, including booking hotel
rooms, car rentals and airfare for staff traveling to domestic and
international locations.
Tracked usage of products and placed orders to maintain
inventory levels for Industrial customers such as (Valero Tx
City, Valero Port Arthur, TPC-Hou, TPC Port Neches,
Lyondell and Chevron Phillips Port Arthur)
Created, updated and maintained detailed documents and
spreadsheets by creating professional charts, pivots and filters.
Invoicing / Billing Service Jobs and Creating POs through the
sage system.
RelaDyne LLCIndustrial Customer Service Manager,
Nov. 2016 - Aug. 2019Houston, Texas AreaReduced call-time of inbound calls by recognizing and
resolving systemic inefficiencies.
Evaluated customer account information to assess current
issues and determine potential solutions.
Managed key account service, providing exceptional support to
foster loyalty and retention.
Forecasted representative requirements and expected demand
levels.
Worked with senior leadership to address and resolve
disciplinary issues and boost overall team success.
Coached, monitored and motivated new Customer Service
Reps. to boost performance and enhance job knowledge.
Trained new employees on company customer service policies
and service level standards.
Answered customers' questions and addressed problems and
complaints in-person and by phone, rectifying issues promptly.
Prepared, completed and processed customer Order requests.
Directed inbound calls in phone queues to improve call flow.
Provided detailed monthly departmental reports and updates to
senior management.
RelaDyne LLCFuel Dispatcher,
Dec. 2015 - Nov. 2016Houston, Texas Area• Accurately and efficiently responded to hundreds of fuel
delivery requests.
• Supervised driver dispatching, route planning and vehicle
tracking for over six transport fuel drivers.
• Maintained current knowledge of all personnel in the field and
all completed deliveries or delays. Data entry
Coordinating urgent deliveries
Schedule coordination
Inventory management LANGUAGES
American Sign Language • Reviewed hundreds of routes and daily traffic and weather
conditions and adjusted plans to meet daily requirements.
• Alerted Drivers, sales reps. and customer of road and weather
hazards in real time to accomplish daily deliveries.
• Coordinated order processing, delivery tickets and invoice
printing, as well as shift shipping logs and paperwork
submissions for billing.
• Provided dispatch support for roadside assistance to the fuel
drivers.
• Answered customer requests with information about delivery
availability and ETA information.
• Managed daily delivery and work schedules to maximize
coverage.
• Negotiated fuel contracts with outside providers to minimize
costs to the company and customers.
• Managed nightly fuel quoting to the customer and kept track
of the fuel market.
• Provided pull points to the drivers before the driver's route
begins.
RelaDyne LLCAccounts Receivable Specialist
Jul. 2015 - Dec. 2015Houston, Texas AreaMinimized loss by negotiating payment terms directly with
clients, consistently achieving 90% recovery rate.
Investigated billing discrepancies and implemented effective
solutions to resolve concerns and prevent future problems.
Interfaced with customers to bring accounts current with
suitable repayment plans.
Worked closely with delinquent account holders to collect and
reconcile accounts through approved channels.
Routinely contacted account holders with balances over 30, 60 and 90 days past due to resolve delinquencies.
Analyzed loss reports and reviewed with management and
Sales Reps. to measure overall portfolio performance.
Partnered with the cash application team and credit manager on
timely and accurate posting of remittances.
United Recovery Systems LPDebt Collector
Apr. 2013 - Jul. 2015Houston, Texas AreaReviewed accounts to determine payment plan compliance.
Remained calm, stayed professional and provided exceptional
service on all calls, even when interacting with difficult
individuals.
Located debtors by utilizing skip tracking and other strategies.
Processed payments over the phone and set up recurring drafts.
Conveyed current account information and obtained payments
by using pre-scripted statements.
Met demands of busy collections grouped by performing high
volume of daily calls between 200 to 300 calls per day.
Initiated payment recovery for over payment.
Managed hundreds of charge-off credit card, bank and
mortgage accounts.
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