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Work Background
Customer Service Manager
RelaDyne Reliability ServicesCustomer Service Manager
Sep. 2023 - Sep. 2024Houston, Texas, United States
Industrial Reliability Service Coordinator
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.
Industrial Customer Service Manager,
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.
Fuel Dispatcher,
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.
Accounts Receivable Specialist
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.
Debt Collector
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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