Customer Service Manager

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Shekia

DillonShekia Resume

She'Kia R Dillon

**** ***** *** * Dallas, Texas 75235 * 901-***-**** * ******@*******.***

Leadership Summary

I am an adept Operational Manager with experience in procurement, budgeting, supply sources, reconciliation, account tracking, forecasting, manpower, research receiving, delivery, inventory management, stock levels, and reports of survey for post analysis. Detail-oriented with a talent for developing innovative solutions to problems. Demonstrate broad-based strengths and accomplishments in:

Team Leadership Persuasive Communications Relationship Building

Sales Progression Strategic Business Planning Project Management

Customer Service Enhancement Post Analysis Strategist Quality Improvements

PROFESSIONAL EXPERIENCE

Mississippi Right of Way, Horn Lake, MS 07/08 " 06/12

Operations Manager "Lead liaison that was responsible for the daily department operation; directed activities of employees. Functioned as a Communications Specialist; planning and conducting tasks to ensure quality job performance for contractors Entergy Electric & Centerpoint Energy.

* Customer Relations Management: Create and retain customer loyalty and preference by establishing rapport with the customer, planning and developing customer-focused programs, overseeing the resolution of customer concerns and facilitating the delivery of goods or services to the customer.

* Customer Service Initiatives: Key figured that served as a customer relation 'Subject Matter Expert for company. This included monitoring staff on customer interaction skills, relationship deepening technique, empathy demonstration, and successful phrases to ensure 100% customer satisfaction.

* Weekly Briefings: Assisted in providing key process report information to address current and future business opportunities.

* Team Motivation: Mentored department members and increase performance through daily follow-up and feedback.

* Staff Supervision: Directed activities of Capacity Providers at company that improved performance through documentation review, statistical analysis, error discussion, and delegation of new tasks.

JB Hunt Trucking/P.A.M. Transportation Company, Lowell, Arkansas 01/06-02/08

Fleet Manager- Key Fleet manager that was responsible for all daily tracking of customer service deliveries. Also was responsible for ensuring in and out load deployment shipments that included brokerage, dispatch, driver managers and the planning team.

* Corporate Reporting: Created numerous reports on transition topics, attendance, and project plans; also maintained driver equipment and utilization reports thus, ensuring DOT compliance standards.

* Management Leadership: Directly managed up to seventy-five drivers for product boarding throughout North America.

* Customer Relations: Managed client relationships from numerous business divisions including sales, tax, insurance, escrow, compliance, transition teams, site leaders, and collections.

* Internal Relations: Networked with business such as the Intermodal division; served as primary point of contact for site regarding any questions or communication requests for driver operators.

* Financial Acumen: Generated and managed $180,000 annually of commenced gross margin for the company.

EDUCATION& TECHNOLOGY

Mississippi State University, Starkville, Mississippi

Bachelor of Science in Interdisciplinary Studies

Mississippi State University MBA (in progress 2014 graduation)

Proficient in: Microsoft Word, Excel, Outlook, and PowerPoint, Outlook

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