Customer Service Management

Stacy N. Bailey

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

Riverview, FL 33578

Cell: 901-***-****

Email: *************@*********.***

Professional Summary:

. As a creative, results-oriented professional, my skills would be

utilized best in a hands-on role which consists of operational

functions, time management, decision-making, and problem solving.

. An ideal environment would be in a fast-paced and forward thinking

organization.

. Previous experience has developed excellent verbal and written

communication skills, effective interpersonal skills, and the

flexibility to work independently as well as in a team environment.

Education:

Webster University

Master of Arts - Computer Resources and Information Systems

University of Memphis

Bachelor of Business Administration - Management Information Systems

Skills & Coursework:

Proficient: COBOL, dbase III Plus, SQL, Windows 95, 98, NT, ME, 2000, XP, E-

mail, Microsoft Outlook, Word, Excel, Access, PowerPoint, Customer Service,

Report Preparation, General Office Skills, Internet, System Analysis &

Design, Computer Security, Database Mgmt, Project Mgmt of Info Systems,

Networking, Info Systems Applications, Computer Resources & Info Mgmt,

Business Statistics.

Experience:

Yellow Roadway Corporation

Memphis, TN

August 1997 - present

Various Positions: OS&D/Investigator, Scheduling Coordinator, Customer

Service, Rapid/Manifest Coordinator, Billing Specialist

. Serves as a Strategic Partner by transferring extensive knowledge of

the business segment with other office personnel, dispatch, sales, the

linehaul department and management to ensure the successful

implementation of the strategic people plan.

. Establishes procedures and processes and provides direction to

supervisory staff to ensure the attainment of the company's goals for

freight movement, accuracy and efficiency to ensure timely deliveries

and reduce associated costs.

. Responsible for training of new office personnel on functions within

the company to include Scheduling, Cashier, OS&D, Claims and Billing.

. Maintain, update and distribute daily reports on shipment damages,

shortages, and costs association.

. Provide quality customer service by assisting customers with shipment

tracing, proof of deliveries, scheduling and etc.

. Investigate shipment shortages and damages.

. Assist with claims investigations by performing in-house freight

inspections or scheduling outside inspections to determine the extent

of damage. Determine whether freight can be repaired or has any

salvage value.

. Strive to decrease overall freight claims associated with shipment

shortages and damages, by locating missing goods and securing poorly

packaged shipments.

. Schedule deliveries with various vendors and customers to ensure

timely deliveries.

. Prepare and distribute daily reports to dispatch regarding scheduled

shipment deliveries.

. Process trailers upon arrival and departure which includes,

verification that all hazardous material documents meet federal

Department of Transportation regulations, confirming that trailers

have the correct status in the computer system for tracking and making

any necessary corrections in the system.

. Prepare billing of freight movement and invoicing by customers for

shipping charges.

. Provide accurate and timely billing by entering exact names,

addresses, complete commodity descriptions and any required special

information.

VIKING FREIGHT

Memphis, TN

March 1996 - April 1997

Various Positions: Lead Billing Specialist, Customer Service Liaison,

Account Representative

. Planned and assigned work to a team of five billing associates to

ensure the processing and shipment of freight with minimum delay.

. Prepared billing of freight movement and invoicing by customers for

shipping charges.

. Monitored quality and compliance standards for all billing and

shipping activities.

. Responsible for tracing all shipments, giving rate quotes, providing

proofs of deliveries and scheduling appointments.

. Maintained an assigned customer account by going on-site to the

customer account's facility to update tracing and appointment

information.

Contact this candidate