Manager Customer Service

Doreen Duvall

*** ************ ***** *********, ** 43062 614-***-**** 740-***-****

******.**********@******.***

PROFESSIONAL EXPERIENCE

ProDrivers

Columbus, OH 10/09 to 3/15 Operations Manager

08/08 to 10/09 Customer Service Manager

06/06 to 08/08 Recruiter

Responsibilities:

oOversaw and managed new client partnerships to ensure seamless execution of converted and newly acquired clients

oAnalyzed issues from different points of view to generate cost and time saving solutions

oApplied accurate logic and reasoning to provide constructive feedback for process improvements

oIntegrated information from a variety of sources to arrive at optimal solutions while testing assumptions to identify underlying root source drivers

oGathered insight and information to make sound hiring decisions

oEvaluated and analyzed strengths and opportunities to identify coaching and to participate in feedback sessions with all levels of management

oLead the implementation and training of new Department Of Transportation laws

oDelivered business updates and provided solutions concerning critical issues to various levels of senior management

oCreated and built a foundation of consistency between teams and facilities utilizing excellent written and verbal communication skills

oDemonstrated a high level of aptitude in project planning management

oResolved escalated client and customer concerns with efficiency and in accordance to regulatory guidelines

oImplemented driver recognition programs focused on company values

oInvestigated and adapted best practices and lessons learned from within and outside the organization to further personal development

Accomplishments:

oPresidents Club honoree 2007 through 2014

Mohawk Flooring

Columbus, OH 06/05 to 06/06 Transportation & Operations Manager

Responsibilities:

oFacilitated, developed, and provided coaching and quality feedback to a wide range of associates and members of management

oDemonstrated excellent time management skills involving the planning, executing, and delegation of various projects and action items

oParticipated in employee satisfaction and customer satisfaction programs

oIdentified ways to streamline efficiencies within current responsibilities

oHandled multiple demands and competing priorities while demonstrating efficient use of time

oDeveloped a deep understanding of current and future customer needs to maximize growth potential

oFully engaged with competitive markets and utilized knowledge to identify strengths and opportunities of competitors

oLeveraged market insight to identify competitive differentiators

oAssisted with onboarding and continuous development of employees

oGave clear, motivating, and constructive feedback to peers and direct reports without removing responsibility

J.B. Hunt

Columbus, OH 5/98 to 5/05 Operations Manager

05/96 to 05/98 Safety Coordinator Manager

Responsibilities:

oAdministered and supported new client implementation thus leading to timely deployment and prevention of lost revenue

oEstablished effective communication systems and processes to ensure messages were received and acted upon by audiences

oDrew accurate conclusions from financial reports and analyses to support key decision making scenarios

oIdentified key financial indicators and metrics necessary to measure business performance

oMaintained and organized meetings and agendas while displaying excellent time management skills

oCompiled, analyzed, and recorded daily and weekly reports for managerial meetings

oEnsured that initiatives and priorities were integrated and aligned with the direction and priorities of the business

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