Manager Customer Service

Talisha Gloria Scott

**** ********* ***** ************, ** 27284

443-***-**** ************@*****.***

Summary

Focused Operations Manager that’s successful in contract negotiation and process improvement. Remains calm and poised even in high-pressure situations. Leverage in depth- knowledge of industry trends and shifts to offer valuable insights on opportunities for new growth and expansion. Versatile OTR Operations Manager trained in transportation that thrives in dynamic, challenging and fast-paced professional environments. Assertive and enthusiastic, with extensive knowledge of driver management, customer service, daily operations, and an unsurpassed work ethic.

Core Qualifications

Comprehensive knowledge of procedures related to importing and exporting

Strong knowledge of import and export industry terminology and documentation processes

Proficient in AS400 Outlook and MS Office applications

Excellent coordination communications and alignment skills

Remarkable ability to prioritize

Extensive experience arranging deliveries of goods through logistics management

Proficient in the use of tracking programs and relevant software programs

Sound understanding of Department of Transportation regulations

Solid problem solving skills

SKILLS

Strategic planning MS Office proficiency

Negotiations expert Detail-oriented

LTL knowledge Supervision and training

National account management Exceptional interpersonal skills

EXPERIENCE

Operations Terminal Manager, 12/2017 to 3/2018

CT Transportation- Mocksville, NC.

Providing dedicated service for 48 states OTR and short haul for flatbed. Negotiate contracts with outside providers to minimize costs to the company and customers. Liaison for CT Transportation and Lowes. Coordinated rush orders and order changes. Established transportation cost standards and economical shipping practices. Evaluated operational records and made scheduling adjustments to maximize efficiency.

Operation Lead Manager, 10/2016 to 12/2018

DM Bowman- Huntersville, NC.

Implemented local customers and providing new local jobs for drivers and from there we’re growing. Hiring, and retaining good drivers. Provided guidance to local drivers and staff with daily assignments. Solving any problems or conflicts with customers or service, payroll, scheduling. Providing quarterly and yearly P& L’s, hiring personnel, and drivers, perform driver orientation questions with DOT issues, and upcoming rules with DOT on the CSA’s, keeping maintenance of building and current with all tractors and trailers. On-call 24/7 for break downs, troubles with loads or whatever the issues maybe.

Driver Manger, 8/2014 to 9/2016

Schneider National- South Boston, VA.

Recruit, train and assess drivers and their qualifications as per driving laws. Coordinate with drivers, staff and management to hold meetings and resolve issues. Maintain cost and profits within the budget. Coordinate with drivers to ensure timely pickup and delivery. Keep track of drivers hours and miles in coordination with load planning and dispatching with maximum productivity in given hours. Coordinating with drivers and staff with drivers pay, bills, security and home time and assess availability of re-power.

Import/Export Manager, 4/2010 to 8/2014

Towne Air Freight-Glen Burnie, MD

Assisted Operation Manager with all duties of this Service Center. Answer all calls and assist customers with delivers and set up of load. Entry all freight in to the system for quotes and load setup. Setup all customs freight that entry the center and entry into the system. Get clearance and payment for all customs freight and load that come to service center. Unloading trucks and loading trucks, inventory for the freight, trailer checks, equipment checks, Manager Office staff. Dispatch drivers for daily runs for local deliver and line haul at night. Schedule all delivers for and pickup for driver. Do daily reports for trailer loads, custom deliver and pick up, money for all freight. Making sure the service center is moving and running smoothly. Payroll for all staff and evaluations for all employees

Customer Service /Dispatcher, 4/2010 to 8/2014

Roto Rooter- Baltimore MD.

To drive sales by efficiently dispatching service technician's jobs to complete sewer and drain, HVAC, anything plumbing related work. To identify service orders taken by Customer Service Rep. Also using establishing protocol, dispatches appropriate service technicians to the job and informs service technicians of type of work and location where work is to be performed. As well as communicating with customers with appointment times and any delays to customers, entering data into the AS400 computer system about service orders and pricing. Maintains records of service performed. Received check-in, also calls from service workers by radio, telephone, emails or in person. Audits job tickets on a daily basis. Made every effort to ensure that qualified technicians are dispatched to jobs requiring plumbing licenses. Accurately track service technician work time. Monitors stand -b y lists to ensure only employees available for jobs are on the list. Clock technicians on and off the job at the beginning and end of their shift. Identifies opportunities to reduce or increase staff based on the workload. Informed management of missing, late or absent field personnel. To complete the code out process when a service technicians calls in the result of a service order and ensure all jobs are properly coded out before the end of tech shift.

Court Room Clerk, 6/2005 to 4/2010

Baltimore City Circuit Court- Baltimore, MD.

Provided courtroom assistance on a regular basic. Assists in a jury selection process; conducts roll call of all jurors, records number of strikes taken by each attorney, and maintains a list of all jurors selected. Communicated with Jury Commissioner as necessary. Administered appropriate oaths. Kept accurate record of witness's names and addresses, evidence, and other materials. Recorded proceedings of court activity in clear, concise, and legible manner to be used for permanent docket. Generates all necessary paperwork and secured necessary signatures on forms. Updates case file and records docket activity. Works overtime as needed. Performs and assists in a variety of jobs tasks as needed such as: indexing, calculating, processing scanning, and returning of land records documents. Prepares documents for recording processes as well as indexes and verifies land records documents and liens. Assist the public over the phone while working in the public records room. Answer phones and forwards necessary calls to the appropriate department. Filed as necessary. Processed various licenses-marriages, business. Gave oaths and operates cash register. Assists the fiscal department and prepares bank reconciliations. Assisted others areas of the Clerk’s Office when necessary and works overtime as needed.

Education

Coppin State University, Baltimore, MD.

Bachelors of Arts Degree in Business Administration 2007

Catonsville Community College, Catonsville, MD

Associates of Science Degree Business Administration 2002

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