Customer Service Representative
Resume:
Kendra V. Taylor
*********@*****.***
Professional Objective
A career with a firm that seeks an ambitious and career conscious person, where acquired skills and education will be utilized toward continued growth and advancement.
Highlights of Qualifications and Accomplishments
Exceptional telephone personality
Willing to learn new things and handle multiple tasks
Accustomed to working in a fast pace environment with the ability to think quickly and successfully handle irate customers
Serve as assistant to trainer, assuring all new hires are properly trained to handle all customers a concerns and complaints.
Substantial experience and outstanding customer service with ten years at Terminix International Co. LP.
Skilled in general office duties, including answering multiple phone lines, filing, preparing correspondence, greeting clients and collections.
Education
ITT Technical Institute- Memphis, Tennessee
Associate of Applied Science Degree in Computer Network Systems Technology
Graduated a June 2002 with a GPA 3.7 on a 4.0 scale
Computer Skills
Microsoft Word, Powerpoint, Excel, Outlook, ten key by touch, type 40 wpm, Windows 98 and 2000.
Professional Experience
Schneider National
Memphis, Tennessee September 2011-present
Transportation Planner/Driver Management 09/2011-Present
Load Assignments - effectively assigning loads to drivers on a daily basis
Track and trace drivers to ensure correct load coverage and adherence to DOT hours
Provide internal and external service to customers
Monitor DOT hours for Solo and Team drivers
Monitor driver exceptions queues (tracking events, no pay report, NODV report)
Reporting-- OS&D, DTP and reports providing management data regarding third party carriers to ensure P&L is perfect.
Problem solving
Preventive management & ensuring all trucks and trailers are DOT compliant this is for SNC and Penske trailers.
Maintaining and recording all backhauls to increase revenue for SNC.
Work with customer to maintain a proper amount of trailer pool
Coordinate the customer deliveries and follow up to ensure load delivered effectively and efficiently
Tender loads to carrier once they accept the loads using the internal SCNN database
Terminix International
Memphis, Tennessee August 1997- August 2011
Customer Service Manager -- 06/2007- 08/2011
Serve as a leader by directing the team and ensuring the team successfully applies the call/claim strategy to each interaction.
Maintain a positive work environment that supports a quality driven team and identify any issues that may inhibit an individual or the team’s performance.
Motivate individuals and teams to provide exceptional customer service
Assisted team in handling all escalated calls from customers and branch personal
Partner with staff and other leaders to better drive employee attendance, issues and or metrics
Performs daily reporting and assist with charts and tables utilizing the Excel program to ensure customer satisfaction and quality assurance.
Interview candidates, made hiring decisions, train, coached and mentor current and potential employees.
National Account Executive --07/2006-06/2007
Responsible for maintaining various accounts for the company
Maintains excellent written and oral communication skills
Primary point of contact between my account customer and/or managers
Performs customer follow up daily to ensure customer service and maintain customer satisfaction
Senior Customer Service Representative-- 10/2000-07/2006
Consistently meet the department monthly standard of 99% accountable as well as 95% adherence to current schedule
Flexible with schedule to meet departmental needs
Answer customers questions regarding billing or service
Having full knowledge of knowing how to address customer complaints
Assist all new hires with questions as well as customer calls
Top Gun/Emergency Representative -- 10/2000-01/2003
Assist all agents with calls assuring emergencies are handled effectively and efficiently
Assumed the duties of a Supervisor in the absence of management
Executive Service/Customer Complaint Department-- 7/2000-10/2000
Having full range of serving as the mediator between the customer and the company’s 330 local branches. Primary target was to handle customer complaints and disputes at a Corporate level on any and all service contracts by utilizing my professional skills and judgment.
Customer Service Representative-- 08/97-07/2000
Duties includes-dealt with customer concerns and complaints in a timely manner while using proper phone etiquette and empathy. Utilize ten key by touch as well as alphanumeric data entry.
References on Request
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