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Skills

  • Exceptional verbal and written communication
  • Team building
  • Bookkeeping
  • Team management
  • Client retention and growth strategies
  • Business operations
  • Documentation and control
  • MS Office
  • Change management and system rollouts
  • Cross-functional team leadership

Work Experiences

  • Developed a highly efficient administrative team through ongoing coaching and professional development opportunities.
  • Achieved $7 of cost savings by devising a schedule optimization plan for field operations, ensuring resources were allocated only where demand was irreducible.
  • Was in charge of billing, collection, and reporting for an office that generated over $15 per year.
  • Achieved a 28% reduction in follow-up times.
  • Achieved a Top Performer for outstanding customer satisfaction in 2021, improving service response metrics, complaint resolutions, and accuracy of responses by 63% %.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.
  • Restructured installation processes and staff teams, resulting in a 13% increase in productivity.
  • Achieved growth by the end of 2018.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Collaborated with initiative.

Summaries

  • Accomplished leader who excelled in reducing complaint resolution times by 69%, driving continuous service improvements and fostering customer loyalty.
  • Achieved a 47% reduction in call queue times.
  • Accomplished leader.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Shipping and Distribution background.
  • Team player who is methodical and detail-oriented and has expertise in project management.
  • Accomplished Traffic Customer Service Manager.
  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
  • Traffic Customer Service Manager is a multi-talented Traffic Customer Service Manager who is consistently rewarded for planning and operational improvements.
  • Traffic Customer Service Manager with 8 years of successful process improvement and strategic planning experience.
  • Within Shipping and Distribution, senior Traffic Customer Service Manager and outstanding performer in data analysis and quality assurance.

Accomplishments

  • Implemented key performance indicator (KPI) dashboards that provided management with up-to-the-minute insights, directly enhancing decision-making.
  • Coordinated the launch of a new complaint resolution framework that led to a 60% drop in unresolved inquiries.
  • Instrumental in integrating category, which reduced courier downtime by 26% and increased shipment throughput.
  • Influenced the adoption of a new live chat function, increasing customer touchpoints and resolving 52% of queries in chat versus calls.
  • Reduced high-priority incident dispatches by introducing automation, cutting unnecessary calls by 75% calls per quarter.
  • Led the development of customer onboarding programs, ensuring a 66% completion rate within the first 2 days.
  • Streamlined internal communication procedures, reducing customer query escalation time by 63% hours.
  • Initiated cross-functional collaboration measures with logistics teams, leading to a 84% improvement in service-level agreement adherence.
  • Piloted change management initiatives focused on new traffic service software, minimizing staff resistance and downtime by 40%.
  • Built a robust CRM tracking system that resulted in a 48% reduction in unresolved tickets during peak business cycles.

Affiliations

  • Online Coaching Federation (OCF) for professional coaching development
  • Rotary International
  • American Society of Safety Professionals
  • Association for Computing Machinery
  • Council of Supply Chain Management Professionals (CSCMP)
  • American Marketing Association
  • American Trucking Associations (ATA)
  • American Public Transportation Association (APTA)
  • International Council of Nurses
  • Transportation Intermediaries Association (TIA)

Certifications

  • Certified Transportation Broker (CTB) – initiative
  • Google Analytics for Business Managers - program
  • Certified Traffic Operations Manager (CTOM) - category
  • Google Certified Professional Cloud Architect
  • Certified Service Operations Specialist - program
  • Certified Professional in Team Leadership (CPTL) - system
  • Certified Supply Chain Professional (CSCP) – APICS
  • Certified Logistics Technician (CLT) - category
  • CompTIA A+ Technician
  • Certified Public Accountant (CPA)

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