Customer Service Representative
Resume:
April Mettling
Email: **********@********.***
Address: **** ***** ****** *****
City: Mulberry
State: FL
Zip: 33860
Country: USA
Phone: 863-***-****
Skill Level: Management
Salary Range: $60,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
**********@********.***
SUMMARY
Over 10 years using efficiency to achieve maximum results in a fast-paced, results-oriented industry. Led team to exceed company expectations while maintaining highly co-operative environment under high-stress conditions
CAREER ABILITIES SKILLSSOFTWARE
Dispatch/ Production/Planning Business Development Microsoft Excel
Sales /Analysis Multitasking / Microsoft Word
Team Management Training/Team Development
Diversity Training
EXPERIENCE
SUPERVISORY
Oversaw long distance dispatch for North East District assuring trailers were filled to maximum legal capacity increasing revenue per load
Mediated disputes between drivers and personnel at terminal, increasing morale and reducing call outs
Handled safety issues and tractor breakdowns allowing service centers to go dark reducing labor cost
Analyzed multiple steps in tile processing and made adjustments which resulted in quality product and quota being met for 1st time in production history
PLANNING
Initiated pre-shift meetings between department managers to review daily freight shipments; allowed time to anticipate work load and ensure staff coverage, resulting in lower cost of freight handling and movement
. Analyzed the logistics needs for over 150 service centers and drivers, secured alternate power when needed; including power units, trailer rental and rail service assuring freight moved for on-time service
Increased on-time dispatch to 98% or higher by being proactive when deficiency of equipment or drivers were occurring
Calculated miles from hubs to central locations (relay system) increasing load coverage while allowing drivers more at home time
Customer Service Representative
Worked with Sales to assist in securing new customers, as well as maintain and developing relationships with existing dedicated customers and freight brokers resulting in the development of previously nonexistent lanes and substantial increases in revenue.
Managed load status throughout the shipment process, monitoring on time service, mileage, driver hours, equipment location and condition using AS400
Problem solved driver conflicts and unexpected service issues which required multitasking, quick decision making and analytical skills.
Maintained and transmitted daily production and status reports providing revenue, tracking and service performance data
Trouble shot customer complaints, researched root cause and provided corrective action
Assured compliance of customers contracts and company policy
Worked closely with Expedited and International Sales to promote airfreight service by handling incoming questions, quotes, pickups and transfers resulting in a very successful kickoff campaign
EMPLOYMENT HISTORY
10/1990 - 02/2011 FedEx National LTL (formally Watkins Motor Lines) Lakeland, FL
Logistics as CNC Supervisor (05/02 - 02/11)
Customer Service Representative (08/97 - 4/02)
Help Desk Analyst (08/96 - 07/97)
Claims, HR, and Sales (10/90 - 07/96)
07/2011- 10/2011 Landspan Lakeland, FL
Driver Manager
10/2011-04/2012 Ruby Tuesdays Lakeland, FL
Hostess
04/2012-Present Oakley Transport Lakeland, FL
Customer Service Representative
Education
Associates Degree Tampa College Paralegal Lakeland, FL
CSR Training Certification FedEx LTL Lakeland, FL
Job Readiness Certification Polk Works One-Stop Lakeland, FL
Secretary Certification Business Training Institute Lakeland, FL
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