Customer Service Manager
Resume:
Katherine Thompson
Dry Van & Reefer Division Manager
Oakley Transport
Auburndale, FL
***********@*****.***
Driver Manager, Dispatcher, Load Planner, Rates and Traffic, Customer service, Corrections, and Data entry.
Driver Manager: Planning loads, Dispatching, and Managing Driver Fleet Over three years of experience planning loads, managing drivers, and dispatching both company and owner operator dry van, refer, and tankers drivers. Booking loads with brokers to cover available trucks. Booking outside carriers. Effective in dealing with disgruntle drivers and communicating with CSRs. Proficient usage of McCloud software, AS400, Omnitracs, Skybitz, People net and Qualcomm. Extensive knowledge and understanding of Hours of Service and ELD compliance(elogs).
Motivated problem solver with over three years of experience as a Driver Manager and Load Planner as well as over ten years of experience in the Transportation Industry, including customer service, rates and traffic, and data entry.
Core Strengths
Conflict resolution
Creative problem solver
Strong organizational skills
Excellent communication skills
Fast learner with a wide range of practical skills
Energetic work attitude
Effective solution development
Courteous demeanor
Enthusiastic developer of customer relations
Proficient with all common word/excel programs
Accomplishments
Driver Manager
Managed and built New Dry Van & Reefer Division for Oakley transport building customer base and creating a profitable 70+ truck operation including South East regional drivers, local drivers, and owner operators.
Planning loads for 70 plus dry van company and owner operators
Planning and management of 75+ Florida Local tanker drivers on a daily basis
Dispatching, updating, communicating with 40-75 drivers daily
Relaying load information
Booking loads through brokers
Effectively planning OTR and intra Florida drivers throughout the South East
Monitoring driver Hours of Service
Understanding of tanker, dry van, and reefer freight.
McCloud, Skybitz, AS400, Omnitracs, People net, and Qualcomm usage and understanding
Telephone Service
Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Customer Assistance
Handling customer inquiries, pricing requests, bill correction, pricing quotes, and customer conflicts.
Conflict Resolution
Responsible for handling customer account inquiries, accurately providing information to insure resolution of product/service complaints and ensure customer satisfaction.
Customer Service
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Assisted sales reps and customers with billing discrepancies and resolutions.
Work Experience
Driver/Division Manager
Oakley Transport - Lake Wales, FL
March 2016 to Present
Manage and develop profitable Van and Reefer Division, develop customer relations, load planning, Driver management.
Plan and dispatch Florida local tanker drivers Communicate with customers Update loads and check calls Manage tank pools.
Dispatch/Driver Manager
Exxact Express - Lakeland, FL
September 2014 to November 2015
Responsibilities Planning loads for 20+ OTR company trucks Dispatching Company Trucks and Owner Operators Covering and repowering dropped loads managing driver's HOS McCloud usage
Rate Clerk/Rate Analysis
R&L Carriers - Lakeland, FL
May 2008 to September 2014
Provided customer service for an average of 70 calls per day, answering customer inquiries, solving problems, and providing new product information. Provided an elevated customer experience to generate a loyal clientele. Guaranteed positive customer experiences and resolved all customer complaints. Directed calls to appropriate individuals and departments. Provide sales reps support including tariff analysis, pricing requests, billing disputes and customer information. Experience billing, making billing correction, and providing invoices.
Education
High School Diploma
Auburndale High School - Auburndale, FL
Associates started
Polk Community College - Lakeland, FL
References
Jamie Sullivan
Oakley Transport
Coworker of over two years
Nels Ferre
Oakley Transport
Coworker of over two years
Cliff Smith
Oakley Transport
Supervisor at Oakley Transport
Laura Conner
American Garden Perlite
Customer of over two years
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