Education

Master of Business Administration, January 2016

South University – Savannah, GA

Bachelor of Arts in History, 2012

Paine College- Augusta, GA

Americold Logistics/ Customer Rate Management February 2020 - Present

• Responsible for managing, supervising, training and working with the staff on the Customer Rate Management team to successfully administer Americold’s customer set ups and rate management processes.

• Achieves service objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.

• Plans, directs and supervises customer account staff to ensure timely, accurate and complete processing of customer and rate set up.

• Continuously monitors contracts and identifies changes that impact the customer setups.

• Coordinates with Business Development and Operations regarding contracts and their impact with rates and rate maintenance.

• Monitors rate tables and new setups for accuracy and completeness.

Supervisor/Trainer Convergent September, 2017 - January, 2020

●Maintains staff by recruiting, selecting, orienting, and training employees; developing personal growth opportunities.

●Accomplishes staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results; conducting training; implementing enforcing systems, policies, and procedures.

●Maintains safe and healthy work environment by establishing and enforcing organization standards; adhering to legal regulations.

●Completes operations by developing schedules; assigning and monitoring work; gathering resources; implementing productivity standards; resolving operations problems; maintaining reference manuals; implementing new procedures.

●Controls expenses by gathering and submitting budget information; scheduling expenditures; monitoring variances; implementing corrective actions.

●Provides quality service by enforcing quality and customer service standards.

●Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications.

●Contributes to team effort by accomplishing related results as needed.

●Implement the new updates in Avaya and Workforce systems.

● Responsible for developing the knowledge and skills of a company's workforce.

Professional Experience

Customer Service Specialist Urban Outfitters, Augusta, GA December 2015 – July 2017

Handled and the supervision of confidential customer information and work with customers to ensure their data is safe.

Managed the employee process, including the hiring process, disciplining, promoting and handling employee matters as they arise.

Utilize people skills to provide customer service support to resolve customer issues.

Participates and leads additional supervisor/employee training courses.

Champion promotional items in an effort to increase sales revenues and actualize consultative sales techniques to achieve set sales goals.

Assistant Branch Manager, Hertz Corporation, Augusta, GA November 2012 – August 2015

Achieved Five Star Status with Sales Goals.

Directed and organize all reservations and pick-ups and deliveries.

Completed sales calls with Management Trainees in order to further their development

Conducted face-to-face sales calls and presentations training in order to obtain new business.

Assisted in the resolution of customer service issues if Management Trainees cannot ensure a high level of customer service.

Used sales techniques to upsell products and exceed sales targets.

Supervisor, Teleperformance August 2009 – October 2012

Assisted in training of BlueCross Blue Shield new policies and procedures for the call center.

Led team meetings regarding Affordable Care Act implementation and policies.

Evaluated and communicate new inbound/outbound scripts.

Identified and escalate priority issues.

Researched required information using available resources.

Computer Skills

Excel, Word, Outlook, Salesforce, Adobe, PowerPoint

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