Natalie Jane Diekman

*** ****** ******

Owensville, OH 45160

Phone: 513-***-****

SUMMARY OF QUALIFICATIONS

Demonstrated consistent reliability in work environment

Proficient with Microsoft Office Suite (Word, Excel, Outlook and PowerPoint)

Experienced in providing customer service to a variety of clients

Excellent organization skills and ability to complete tasks as needed.

Exceptional problem solving skills, strategic planning skills, and multi-tasking skills

Ability to type 60 WPM

6/2014-Present

Driving Ambition

Human Resource Specialist/Recruiter

Proactively contacted potential candidates to complete investigatory assessment to qualify prospects for in-person interviews

Completed interviews, effectively communicated the total driver program by reviewing company information, operational process, compensation, and benefits

Processed basic background verifications/reports including Motor vehicle records, Transportation work history (DAC), CDLIS, PSP, and Assurant Criminal

Initiated and completed the interview process by entering all pertinent facts about applicant with information from reports/background verifications

Extended employment opportunities to verified candidates and scheduled orientations through outlook calendar as well as SAVI database

Supervised orientation program to ensure completion of documents, policy communication, and safety module training

Facilitated orientation safety videos for all newly hired drivers, including creating user/password codes, monitoring completion, and adjusting pay rates accordingly

Assisted with answering telephones, directing calls, answering questions, and/or interfacing with customers all with a high level of customer service

Increase retention rates by working with executive leadership to identify and reward top performers.

Traveled to off-site offices for management conferences

Traveled to job fairs and truck driving schools to promote Driving Ambition’s program

Experienced in national databases such as CRM and Tenstreet

Received accreditation from superiors for doubling branch size, exceeding revenue goals, and surpassing utilization goals

Performance recognized by acquiring employee of the month award twice

11/2013-6/2014

Priority Dispatch

Dispatcher/Support Specialist

Tracked all deliveries and assisted customers in an expeditious manner with troubleshooting of orders, providing pick-up and delivery times for proof of deliveries, and any other problem solving.

Provided IC resources to ensure superior customer service for all delivery events.

Courteously answered customer support phones in a professional manner, ensured all calls were answered promptly, and within customer committed guidelines.

Accurately entered customer orders, dispatched orders, and relayed transportation charges to customers using the appropriate service level, vehicle requirements, mileage and weight.

Maintained superior customer relations and ensured customers’ critical expedited deliveries are secured and controlled, while following all other designated specifications.

Provided technical/help desk support for customers and IC’s who may have had problems or questions with on line order entry, system or ETA device issues.

Completed follow up calls or written documentation to customers, which encouraged a positive working relationship and earned customer confidence and loyalty.

Planned and assigned pickups/deliveries to maximize productivity and provide a consistent, highly valued “customer experience.”

Balanced operational concerns with the needs of the customers.

Processed daily reports to ensure accurate data entry

6/2013-11/2013

WellPoint Anthem Blue Cross Blue Shield

Tier 1 Representative

Provided positive customer relations to prospective applicants with demonstrated product and benefit knowledge while inputting notes of the conversation into the system that corresponds with the customer’s state

Responded to technical inquires related to the online application process and responded to questions related to all the benefit plans Anthem Blue Cross Blue Shield

Guided prospective applicants through the application process and transferred them to a licensed agent when it was appropriate

Processed and maintained company collective records

Loaded various lead sources into the sales force automation system

Generated fulfillment reports for management

Provided clerical support duties such as: processing mail, faxing completed paper applications to filenet, maintaining blank applications on hand, monitoring/processing faxes, transmitting informational documents to appropriate prospective applicants

12/2012 – 6/2013 RDI

Customer Service Representative

Interacted with customers by telephone or email to provide information about any inquires

Managed a complex multiline telephone system while entering data into online and offline systems

Provided information about products and services to handle and resolve customer complaints

Kept records of customer interactions and transactions, recording details of inquires, complaints, and comments, as well as actions taken

Resolved customers billing complaints by performing activities such as exchanging merchandise, refunding money, and issuing credit to their account

Checked to ensure appropriate changes were made to resolve customers problems

Referred unresolved customer grievances to designated departments for further investigation

Reviewed policy terms to determine whether customers refund was justifiable

6/2011 – 11/2012 Total Quality Logistics

Logistic Support

Coordinated the load activities by conversing with carriers, customers, suppliers and vendors, ensuring that loads are picked up and delivered on time.

Handled very high telephone call volume in a courteous, efficient manner.

Scheduled and verified loading and unloading appointments with shippers and receivers.

Worked with carriers to monitor and solve any existing or potential problems.

Received credit from supervisor, and advised account executive on the status of loads with issues.

Entered information into the Load Manager program to update the system with pertinent information about activity during my shift.

Performed miscellaneous clerical duties during periods of low call volume.

EDUCATION:

03/2011 – 6/2012

Completed courses: Human Biology, Medical Terminology, and Introduction to Healthcare Systems, Intro to Computers, and Microsoft Word

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