SHAUN TEMPLE ac0h8z@r.postjobfree.com

*** **** ***** ****** *******, Illinois 60628 708-***-**** (m)

Customer Service Representative

with an impressive 10 year track record of success

providing swift resolution to customer complaints, ultimately repairing trust and winning loyalty

Demonstrate sense of urgency in busy call center environments in both retail and telecommunication industries

Possess exceptional ability to build productive relationships resolve complex issues and win customer loyalty

Demonstrate outstanding problem solving and active listening skills - able to diffuse difficult customer situations with tact and ease

Professional Experience

2016 - 2017 DSC Logistics Des Plaines, Illinois

Transportation Coordinator

In this fast-paced logistics industry, I was responsible for overseeing the transportation process for various customer product from pick-up to delivery, ensuring accuracy of load information, and partnering with both internal and external resources to troubleshoot issues and ensure resolution in a timely manner.

Ensure operational activity is executed in a timely and efficient manner.

Ensure the daily shipping plan is created and distributed to multiple origin points nationally.

Act as a liaison for the day to day tactical execution between logistics centers, carriers, customers and Transportation Center.

Communicate effectively with multiple operational levels to ensure timely pick-up/delivery appointments and resolve service issues

Work with the Administrative groups and the Carrier Relationships group to provide timely and accurate feedback regarding carriers’ performance and other issues that may arise

Assist in the identification and execution of process improvement initiatives

Resolve operational issues

2015 - 2016 Kellogg Company Elmhurst, Illinois

Customer Service Supply Chain Analyst

In this fast-paced food chain industry, I provide single point of contact (SPOC) for field Sales, assigned Distribution Centers and customers. My main goals are to work diligently to balance service and cost for the entire supply chain while meeting or exceeding customer targets.

Manages top priority customers (DOT Foods, Sysco Foods, and US Foods) in Convenience & Food Service Specialty Dry and Frozen Channels

Execute daily order management using SAP, ZOA, Lean Logistics and Transplace

Act as a Supply Chain advocate for Field Sales Partners, Transportation, Demand Planning and all Corporate departments to ensure customer order management needs are met from the point of order placement through order receipt

Deliver customers metric by maximizing case fill, on time deliveries and reducing missed deliveries

Coordinate orders to accommodate specified truck schedules for shipment and setup expedited LTL shipments

Collaborates with Financial Services to reduce or eliminate deductions related to pricing discrepancies and returns

Weighing customer needs vs. Kellogg Company costs to provide cost effective solutions

Collaborate with internal and external partners to enhance supply chain efficiencies

Proactive account management and daily inventory report for customer product order shortages

2012 - 2015 United States Gypsum (USG) Chicago, Illinois

Customer Service Representative

In this fast-paced building material environment, I provide customer service and project management assistance to customer in an assigned geographic territory. My main competencies are to coordinate customer orders and build customer relationships to sustain business.

Retrieving information from inventory management system regarding coil inventory, status of orders, stock holds, credit holds, and other information needed for order management

Seek information from production and scheduling for status of orders; Generate a cut list for production to manufacture the product for the customer

Receive telephone requests for price quotations, purchase orders, order changes, adjustments, and cancellations from customers; Achieve and maintain rapport with customers to provide quality customer service

Issue order amendments to reflect changes made by customer or customer service representative and forward to appropriate internal departments

Coordinate orders to accommodate specified truck schedules for shipment or when material is not produced by requested ship date

Gather information for warranty offer following company procedures

Maintain files of active orders and posts activity such as change notices, scheduling changes, partial shipments, and credit changes

Perform weekly updates for backlogs and 10-day and older reports

Perform quote follow-up and pro-active phone calls

2010 - 2011 Enova Financial Chicago, Illinois

Application Support Team Representative

In this fast-paced specialty consumer finance industry, I provided daily servicing of customers, sales of products and services, loans and repayments, cash handling, collections, maintenance of detailed paperwork, opening and closing of the center.

Assisted customers with the payday advance process including answering all customer questions and concerns in person as well as over the phone

Followed all administrative processes and procedures including auditing, reminder calls, local marketing, collection duties, daily banking procedures, security checks, and daily ports

Reviewed daily production and performance reports with Supervisor; Worked as directed by Supervisor to meet or exceed predetermined individual and store goals; Discussed ways to facilitate change that will maximize the use of the assets, controls and balance

Insured that all operating standards meet or exceed the expectations established by the Company

Received direction from Supervisor and followed through with assignments regarding the development in areas of customer relations, company policy, asset control, local marketing in the community, sales strategies, special sales, and marketing projects

Provided security for confidential data maintained; Placed customer information in the appropriate file cabinet (active, inactive and declined)

2004 - 2009 Comcast Elmhurst, Illinois

Provisioning Operations Specialist

In this face-paced call center environment, I managed complex and higher bandwidth type service orders from implementation to test and turn up. My core responsibilities were provisioning statutes to all parties, including internal sales and upper management as to order status on a regular.

Scrubbed order for accuracy; reject for any missing/incomplete information

Entered all ordering information into carrier ordering system; Entered all status and critical date information into Wholesale Carrier Services' order tracking system (Quickbase); maintained journal of events in same as order progresses through identified milestones

Continued to follow orders through provisioning process in carrier systems

Escalated for resolution when critical events/dates are missed/delayed to insure service turn up on time as commitment by provisioning carrier

Completed touch point (status) with VAR (Value Added Reseller), End-User customer according to product-specific timeline to ensure customer is kept aware of order progress in appropriate timeframe; ensured any deliverables

Coordinated vendor/customer acceptance testing with carrier both for intermediate and final service acceptance

Forwarded all necessary information for account creation to billing team through order management system (Quickbase)

Scanned all documentation into archive system (DocStar) for future reference

Education

Bethune-Cookman University, Daytona Beach, Florida 2002

Studies in Computer Science

Department of Insurance, State of Illinois 2010

Insurance Producer, Licensure in Accident, Health and Life

Prime Inc.

Class A CDL Licence, State of Missouri

2014

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