Customer Service Call Center
Resume:
Katherine S. Damerel
ad00j3@r.postjobfree.com
Areas of Expertise
Decision making and problem solving.
Project Management and organization.
Process development and implementation.
Strong customer focus.
Excellent written and verbal communication skills.
Extensive customer service skills.
Relationship builder, internal and external.
Work History
Supervisor
UPS Freight/ Tforce Freight Tradeshow Department, April 2004- Present
Generated weekly status reports to communicate revenue, projects and call center statistics.
Established and developed new processes to improve efficiency and enable the team to better assist our customers.
Analyzed and resolved customer inquiries, issues and concerns to ensure customer needs are met, making adjustments or corrections to freight bills as necessary.
Reviewed a daily billing and rating queue checking that pros are billed per the bill of lading, that the terms are correct and correct or manual pricing is applied.
Conducted a needs assessment for the Price Quote Application database that resulted in key enhancements, which led to improved customer service capabilities for our customers.
Lead and participated in key customer conference calls to assist in the development of account strategies and to educate internal and external customers on preparing for tradeshow shipments.
Managed and monitors call center team to ensure appropriate phone coverage to assist customers.
Coached and provided on-going feedback and support to team members to improve performance.
Contributed to tremendous growth in revenue over the past 22 years while maintaining or exceeding profit goals.
Tradeshow Specialist
Overnite Transportation Company, March 2000-April 2004
Made outbound sales calls to customers on tradeshow exhibitor lists that represented potential opportunities to secure shipments and revenue for Overnite Transportation.
Scheduled pick ups to and from shows, checked for billing accuracy, making corrections and adding manual discounts as necessary.
Tracked shipments to ensure timely delivery.
Educated and assisted exhibitors and Account Managers on the Tradeshow process to be sure their needs are met for successful tradeshow operations.
Inside Sales Account Manager
Overnite Transportation Company, September 1998- March 2000
Prospected for new customers and opportunities.
Built and maintained relationships with customer base within assigned sales territory.
Assessed the business needs of customers in my territory.
Education
B.A. English, University of North Carolina at Chapel Hill, 1986
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