Chad Irvin
Kingman
Summary
Experienced customer service and operations professional with over a decade in leadership, analytics, and support roles across telecommunications, retail, and logistics. Proven track record in team supervision, reporting, coaching, and system implementation with strong technical and communication skills.
Experienced with project management, client relations, and problem-solving. Utilizes strategic planning and resource allocation to ensure successful project delivery. Track record of adaptability and effective communication in diverse and dynamic settings.
Overview
22
22
years of professional experience
Work History
Independent Contractor/Rideshare Operator
Uber
San Bernardino, CA/Kingman, AZ
12.2021 - Current
- Delivered exceptional customer service to ensure rider satisfaction and loyalty.
- Navigated diverse city routes efficiently, enhancing overall transportation effectiveness.
Customer Service Supervisor
Walmart
Marysville, WA
02.2019 - 12.2020
- Supervised daily customer service operations, ensuring high-quality support for riders and drivers.
- Trained and mentored team members on best practices and company policies.
- Resolved customer issues promptly, enhancing overall satisfaction levels.
- Implemented process improvements that streamlined workflow and reduced wait times.
Residential Customer Service & Sales
Frontier Communications
Everett, WA
06.2004 - 01.2020
- - Resolved billing issues and sold upgraded products based on customer needs.
- - Focused on first-call resolution and proactive service.
- -Supervised daily operations to ensure efficient customer service delivery.
- -Monitored performance metrics to identify areas for staff development and training.
- -Developed schedules to optimize staffing levels during peak hours and events.
- -Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- -Enhanced team productivity through regular coaching, feedback, and performance evaluations.
Traveling/Training Assignments (SME/UAT)
Frontier Communications
- - Aug–Nov 2011: SME, Allen TX
- - Nov 2011–Jan 2012: UAT Testing, Rochester NY
- - Jan–Apr 2012: SME, Everett WA
- - May–Jul 2014: SME, Provo UT
- - Aug–Sep 2014: SME, Huntsville AL
- - Aug–Oct 2015: SME, Kingman AZ
Co Owner/Driver Coordinator
ALC Transport
San Bernardino, CA
01.2020 - 09.2023
- - Co-Owner Scheduled and dispatched pickups for customers.
- - Addressed billing issues and ensured a high-quality service experience.
- -Developed and implemented operational strategies to enhance business efficiency.
- -Managed daily business operations, ensuring seamless workflow and customer satisfaction.
- -Trained new staff on best practices and operational procedures for optimal performance.
Education
No Degree - Computer Information Systems
Mohave Community College
Kingman, AZAssociate's Degree - Computer Information Systems
DeVry University
Phoenix, AZ01-1997
Skills
- - Microsoft Word, Excel, Outlook, PowerPoint
- - Salesforce, Dynamics, DPI/CRM/NON-CRM, RTA, Loop Care, Viryanet, SIFT, SIMPL
- - UAT testing, Interactions Quality Monitor, Strategic Insights, Axiom/DOT
- - New hire training across multiple sites, team coaching, performance tracking
Timeline
Independent Contractor/Rideshare Operator
Uber
12.2021 - Current
Co Owner/Driver Coordinator
ALC Transport
01.2020 - 09.2023
Customer Service Supervisor
Walmart
02.2019 - 12.2020
Residential Customer Service & Sales
Frontier Communications
06.2004 - 01.2020
Traveling/Training Assignments (SME/UAT)
Frontier Communications
Associate's Degree - Computer Information Systems
DeVry University
No Degree - Computer Information Systems
Mohave Community College
Peer Support Specialist Certification
Earned Peer Support Certification as part of NAZCARE Training series