Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Account Scheduling
Coyote Logistics LLC
01.2022 - 05.2023
Top Performer of Scheduling Department.
Required to end each week with at least 700 touches, ended with 1,000 plus touches weekly.
First point of contact and set appointments for prospective clients.
Entered daily data in computer in computer systems and documented office activities.
Scheduled and confirmed appointments and meeting for senior management teams.
Organized meetings with senior management regarding customer needs.
Truck Dispatcher
Coyote Logistics LLC
09.2019 - 01.2022
Managed over 120 calls per day (Inbound and Outbound).
Checked that each scheduled route was appropriately covered.
Handled incoming calls and emails from customers regarding issues with Pick ups and deliveries.
Monitored and tracked status of shipments in transit to confirm on-time delivery and on- time pickup.
Worked closely with customers to effectively resolve issues, complaints, and/or delays in transit.
Requested lumper payments for drivers upon request.
Worked closely with other departments to ensure smooth deliveries, and pickups.
Customer Care Representative
Nordstrom
10.2017 - 09.2019
Managed 70-150 inbound and outbound calls per day.
Responded to customer needs through competent customer service and prompt problem-solving.
Assisted call-in customers with questions and orders also via email.
Logged call information and solutions provided into internal database.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Recommended appropriate services to customers and helped overcome objections with persuasive communication style
Fulfilled customers' special requests for merchandise and delivery times
Upsold and cross-sold customers on available products and services, consistently exceeding sales targets with proactive strategies
Technical Support Representative
Apple
08.2014 - 10.2017
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Answered constant flow of customer calls with minimal wait times.
Managed high volumes of calls averaging 150-200 calls per shift.
Answered customer telephone calls promptly to avoid on-hold wait times.
Investigated and resolved customer inquiries and complaints in timely manner.
Assisted customers in identifying issues and explained solutions to restore service.
Searched K-Base for issue resolution tactics to address customer concerns.
Diagnosed and troubleshot hardware, software and network issues.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Handled customer inquiries and suggestions courteously and professionally
Education
High School Diploma -
Riverwood International Charter School
Atlanta, GA
05.2012
Skills
Active Listening
Quality Control
Technical Support
Microsoft Office
Customer Service
Order Processing
Critical Thinking
Issue and Complaint Resolution
Fast Learner
40-50 WPM
Freight Operations
Data Entry
Timeline
Account Scheduling
Coyote Logistics LLC
01.2022 - 05.2023
Truck Dispatcher
Coyote Logistics LLC
09.2019 - 01.2022
Customer Care Representative
Nordstrom
10.2017 - 09.2019
Technical Support Representative
Apple
08.2014 - 10.2017
High School Diploma -
Riverwood International Charter School
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