Customer Service Manager
Resume:
Luwanna K Allen
I am seeking part time to full time work working with a team who values dependability, initiative, and outstanding customer service
skills.. As a get-it-done type of person, I have become the go-to person in every position I have held. I am proactive, with sound
decision making skills and have always been a team leader in my field.
Technical skills: Intermediate working knowledge of Microsoft Word and Excel, EDI, AS400, Crewtrack, Crewplan, Qualcomm,
DSYS32, Peachtree, Intermediate working knowledge of Quickbooks, computerized dispatch, inventory control, mapping and routing
programs, IMAD dispatch system
Professional skills: management and scheduling of in excess of 75 employees, contract negotiation and finalization, OSHA safety and
regulatory knowledge, warehouse operations including pick/pull, OS&D management, DOT safety and compliance, budgeting and
P&L, payroll processing, accounts payable and receivable, inventory control, edi transactions.
Professional certifications: FAA radio operator’s license
Education:
Graduate, May 1980, Hillsboro High School, Hillsboro, OH
80 credit hours, Wilmington College, Wilmington, OH
Employment history:
Ipsos (December 2014-February 2015)
Market Research Interviewer
Utilize dialer system to contact responders to participate in surveys in various topic areas
Maintain neutral attitude to responses to questions and maintain data integrity
Read scripts verbatim and record responses verbatim
At all times remain friendly, personable and courteous
Grant County Oil Co (July 2013-July 2014)
• Customer Service Representative
• Daily face to face customer contact including answering questions, giving directions, handling unpleasant
customers
• Making product suggestions and upselling products
• Stocking and inventory control of store and cooler
• Cashier responsibilities including cash and credit sale processing, end of day processing with high accuracy
• Vendor management including check in of products, return processing and paperwork completion
Lessors Inc (September 2010-April 2013)
• Fleet Manager
• Maintain and increase productivity for 55-60 reefer trucks daily
• Manage driver safety by monitoring e-logs, hours of service, DOT compliance
• Manage driver schedules including delivery and pick up ratios as well as scheduling of personal time and vacations
• Troubleshoot all issues with operations and DOT compliance
• Maintain and initiate customer contact daily
• Generate new business and routes through phone calls and site visits
• Multi phone line system utilization
• Monitor and convert EDI transactions
Ceva Logistics (December 2007-June 2010)
• Domestic Operations Specialist
• Supervising 15-20 contract operators
• Perform dispatch, routing and assignments for company and contract drivers
• Manage warehouse operations for shift
• Prepare quotes and secure shipments following company protocol
• Evaluate, prioritize and route freight according to customer requirements
• Perform customer service including: tracking of customer shipments, scheduling appointments, troubleshooting,
setting up pick up and delivery schedules
• Research and evaluate OS and D freight and disperse according to results
Anywhere Tours of Florida June 2007-December 2007
• Office Manager
• Place employment ads, sort applications, verify past employment, check references, collate new hire paperwork
• Perform dispatch, routing and assignments for eight charter buses
• Prepare payroll, maintain employee records, and ensure DOT compliance
• Prepare invoices, collect payments and perform collection procedures
• Keep accounts payable accounts current
• Perform customer service including: quotes, service follow up and help generate new business
Coastal Transport March 2005-January 2007
• Driver Manager
• Supervised 60 employees
• Perform dispatch, routing and assignments for sixty semi tractor trailers
• Prepare payroll, employee records and communicate company policies to employees
• Initiate and maintain maintenance records for sixty semi tractor trailers
• Improve driver efficiency and increase customer satisfaction
• On site customer service representative including conflict resolution and acquire new loads
Turfgrass America March 1999-March 2005
• Assistant Shipping Manager
• Supervised 15-20 employees
• Economically schedule product into truckloads and determine routing
• Assign drivers to routes and contact outside vendors for trucking needs
• Recruit, interview and select drivers to fill vacant positions
• Plan and conduct monthly driver meeting
• Plan and conduct accounting software conversion to new system for 8 locations
• Conduct training of new software and compile task specific training manuals
• Prepare reports on efficiency ratios, DOT compliance and maintain P& L
• Oversee and assist with accounts receivable, accounts payable and payroll
• Update and maintain customer database
• Update and maintain inventory control database
• Initiate and perform EDI for all company locations
• Oversee and report on the status of collections involving box store invoicing
• Data and Customer Service Coordinator March 1999-May 2002
• Perform data entry and invoicing for all shipments
• Assist shipping with driver paperwork and multi phone lines
• Review invoices of accounts receivable, set invoices to post, enter credit memos and assist with month end
closing
• Assist with accounts payable, reconcile credit card statements, prepare vouchers and purchase orders
• Prepare bonus pay for drivers and assist with payroll for all other company employees
• Assist with customer service and sales as needed
• Maintain petty cash fund and all recordkeeping associated with it
References and Salary History available upon request
Contact this candidate