Customer Service Manager

Karen Cole

** *** ********* ****, *********, GA *0253

678-***-**** **********@*****.***

Summary of Qualifications

Received Bennett Motor Express Leader of The Quarter 2014

Received Bennett Motor Express Department of The Quarter 2016

Successful history of managing and developing client relationships

Superior proficiency in analyzing reports/issues creating Streamline Process

Development of program to increase profit by 5% on Accounts Payable

Proficiency in work with P&L issue to allocate credit and debit for accuracy

20 years of experience in Internal and External Customer Service

Excellent communication skills, both oral and written

Great foresight in the ability to identify, research and resolve issue

Experience

Bennett Motor Express LLC McDonough, GA 10/06 – 9/17

Heavy Haul Customer Service Manager

Led a Permit Specialist Staff locally and externally within the US

Review and Prequalify Vendors, preparation of contracts for various services

Serve as a business unit leader for shaping the direction to maximize efficiency

Manager A/P staff for State Payment, and various vendors with direct release payment

Effectively accomplished special billing with respect to request of various customers, agents, and owner operator payments

Effective developed SOP (Standard Operating Procedures) and KPI’s (Key Performance Indicators for entire staff.

Actively participated in committees for continuous improvement in all area of the company

Reviewed claims for Heavy Haul Drivers and make charges accordingly, along with the internal claims department.

Review Customer Issues in regards to service, deliveries and various other inquiries

Effective prepared Payroll, scheduling vacation etc. or staff

Truckers Express Inc. Marraro, LA & Conyers, GA 5/03 – 910/06

Terminal Manager/Ops Manager

Efficiently plan driver assignment to ensure Customer Requirements

Manager and Direct Customer Service, with pricing, terms of condition, and scheduling requirement

Project Management and Disaster Relief Transportation after Katrina

Successfully handled sales call, equipment control, review of P&L to ensure quarterly bonus for terminal

Manage terminal Expense for terminal, Prepared contracts, and staffing

Transport Specialist Inc. Gulfport, MS 4/02 – 4/03

Vice-President of Sales/Terminal Manager

Efficiently plan driver assignment to ensure Customer Requirements

Manager and Direct Customer Service, with pricing, terms of condition, and scheduling requirement

Project Management and Disaster Relief Transportation after Katrina

Successfully handled sales call, equipment control, review of P&L to ensure quarterly bonus for terminal

Manage terminal Expense for terminal, Prepared contracts, and staffing

Effectively manage and control non-revenue miles to maximize profit to terminal

Actively made Outside Sales Calls to increase revenue

Trism Specialized Carriers Kennesaw, GA 5/89 – 2/02

Director of Sales (Eastern US)

Efficiently Manage and Direct Customer Service Team to effectively increase service and increase revenue

Successfully supported the Team in solicitation and contracting freight movement

Handle Customer issue/problems and complaints to effectively retain the customer with quick and effective resolutions

Oversee equipment availability, control non-revenue miles, driver utilization and idle down time to maximize profit

Campbell Soup Company Maxton, NC 5/83 – 8/88

Forklift Operator

Operated sit down forklift for high stacker of soup pallets

Operated Push-Pull and Clamp Truck to load vans and rail cars

Education

Graduate of Scotland High School, Laurinburg, NC

Member of Beta Club

National Honor Society

Skills

Excellent Microsoft Excel, Word, Power Point

Superior knowledge of AS400, CRM and TMS

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