Customer Service Performance Management

ADRIAN MCRAE

*** ***** *** * **********, NC ***** l 336-260-4598l *************@*****.***

Objective

To acquire a challenging and responsible position within the Company that will utilize my leadership and customer service skills to promote organizational growth.

Professional Profile

Innovative, results-oriented professional with over seven years of Customer Service experience providing direct service to customers with excellent accuracy and proven efficiency. Demonstrate hands on leadership style with effective communication skills to continually drive focused teams toward performance excellence. Ability to assess customer needs and concerns and monitor the successful resolution of issues. Problem solving skills, detailed oriented and multi-task inclined with strong organizational skills.

Experience

American Honda Motors Swepsonville, NC

01/1997 – 03/2023

Dock Clerk/ Team Leader/Administrative Office Support/Customer Service

Answer high volume of incoming phone calls to the Receiving Department and enter all shipment data into the system using multiple application screens

Process paperwork for all deliveries and enter shipment data into system for scanning.

Sap Ariba System processed Order Request to Issue Purchase Orders from Vendors to Support Production and the Logistics Department

Research, resolve and update shipment issues to ensure prompt delivery. Performed Domestic Trouble Reports

Prepare stages for Manufacturing Assembly team by verifying the parts, numbers, weight and loading

Perform inventory checks on all out going shipments and print identification labels

Identify and communicate process improvement to ensure proficiency and accuracy, which sometimes include reaching out to vendors to fulfill shipment requests

Process incoming correspondence from the main office and distribute to the appropriate personnel

Maintain and file all shipping logs

Lead a team of five addressing all inquiries and concerns while staying abreast of industry trends and developments. Provide staff with job expectations, ongoing performance feedback and continued performance management

Called and Scheduled Pickups for outgoing shipments for the Service Department

References

Shawn Miles IT Team Manager 336-***-****

Kimberly Ford Procurement Operations Management 336-***-****

Angela Westmoreland Administrative Assistant 336-***-****

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