Customer Service Call Center

Sha'Quonna Williams

ad5rr9@r.postjobfree.com 901-***-**** Memphis, TN

SUMMARY

Seasoned professional with 10 years' experience in customer-focused roles, seeking a Customer Care Representative position. Expertise in call center operations, CRM systems, and sales-oriented customer service. Proven track record in enhancing customer satisfaction and streamlining service delivery. WORK EXPERIENCE

Rio Intermodal LLC

Compliance Fleet Manager Jan 2021 - Present

• Establish transportation routes and manage inquiries to facilitate efficient scheduling, pick-ups, and drop-offs, ensuring a consistent turnaround rate.

• Analyze reports to optimize budgeting, scheduling, maintenance, and overall fleet operations.

• Coordinate inbound and outbound freight logistics for tractors and drivers, maximizing utilization and operational efficiency.

• Monitor on-time delivery and customer satisfaction, contributing to the achievement of weekly revenue, mileage, and utilization targets.

• Skilled in recruitment, onboarding, and payroll processing, and possess a keen focus on efficiency, making me a valuable asset to any team.

Arise Virtual Solutions

Call Center Agent Jan 2019 - Jan 2022

• Addressed customer inquiries and resolved issues effectively, ensuring adherence to company guidelines and maintaining customer satisfaction.

• Managed and reconciled customer data, ensuring accurate record-keeping and data integrity.

• Enhanced service delivery by consistently following established processes, contributing to operational efficiency.

• Transfer customer information from paper or scanned documents to computer systems or databases, while ensuring data accuracy by verifying against source documents and creating spreadsheets. Teva Pharmaceuticals

Team Leader Oct 2017 - Jan 2020

• Oversaw the consolidation and relocation of manufacturing operations, ensuring seamless transition and continuity of production flows.

• Managed a high-volume shipping and receiving department, handling over 2,000 packages daily, maintaining accurate order entry, labeling, and storage procedures.

• Implemented staff training programs for meticulous documentation practices concerning damaged goods, backorders, and compliance reporting, while also resolving customer service queries and issues with efficiency. Five J's Truckings

Customer Service Dispatcher Aug 2013 - Oct 2017

• Oversaw delivery operations, ensuring smooth loading and unloading processes while maintaining accurate attendance records and cultivating relationships with clients.

• Partnered with management to implement strategies that resulted in a 40% reduction in losses and a 57% uplift in profits.

• Streamlined documentation procedures and optimized delivery routing, enhancing customer service through attentive communication and feedback analysis.

EDUCATION

Sheffield High

Diploma, High School Diploma

Memphis, Tennessee

May 2013

SKILLS

Vendor Collaboration • Customer Relationship Management • Dispatch Management • Safety Management • DOT-compliant Recordkeeping • Hazardous Material Handling • Problem Resolution • Strong Communication • Advertising Understanding • Active Listening • Recruitment • Problem-solving • Customer Orientation • Sales • Time Management • CRM Familiarity • Communication • Multi-tasking

Contact this candidate