TWIANA SEARLES

EDUCATION

Expected in December **24

Bachelor of Science Professional

Studies

Purdue University Global Online, Fort

Wayne, IN

SKILLS

• Active Listening

• Reliable

• Conflict Resolution

• Problem-Solving Ability

• Client Relationship Management

• Management Skills

• Credit and Debit Card Processing

• Data Operations

• Document and Records Management

• Efficiency and Time Management

MILITARY

United States Marine Corps- Camp

Lejeune, NC

March 2003 to March 2007

Honorable Discharge

Multi-Talented, goal oriented person with the capability of exercising sound judgment and reasoned thinking during challenging situations. Develops strong rapport with colleagues and supervisors. WORK HISTORY

April 2021 - June 2023

Manager/Billing/Customer Service Specialist AJT Transportation Inc, Edgewood, MD

January 2020 - February 2021

Debit Card Fraud Specialist TTEC, Greenwood Village, CO January 2017 - December 2019

Customer Service/Billing Manager Journey Transportation LLC, Baltimore, MD

Negotiated and prepared pickup and delivery contracts deals with Transportation Brokers and Shippers.

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Kept accurate records of cargo delivery times and prepared billing invoices.

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Received and made outbound calls to provide updates and answer any questions from the client.

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Oversee all operations of deliveries, route planning, documents, dispatching, hours of services, mileage & tolls reports.

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Reviewed reports and transactions which appeared suspicious to uncover possible fraudulent activity.

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Remote call center environment, handled customer inquiries and suggestions courteously and professionally.

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Maintained organized and efficient document flows by using excellent planning and multitasking skills.

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Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.

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Handled incoming calls and emails from customers regarding issues with deliveries.

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Assisted with pricing questions, delivery availability and changes to existing order and shipping information.

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Entered date, updated vehicle logs, cargo records, and billing statements with accuracy and efficiency.

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Built professional relationships with new customers and cultivated existing ones through active listening and intelligent open-ended questioning.

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CONTACT

Edgewood, MD 21040

443-***-****

ad1sv9@r.postjobfree.com

January 2016 - December 2016

Customer Support Specialist Sutherland Global, San Francisco, CA January 2009 - December 2014

City Mail Carrier United States Postal Service, Baltimore, MD March 2003 - March 2007

Deployed Mail Manager United States Marine, Camp Lejeune, NC Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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Served 500+ calls daily with positive attitude and focus on customer satisfaction, while meeting productivity targets.

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Responded to customer calls and emails to answer questions about products and services.

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Multitasked to handle diverse customer needs in high-volume call setting, prioritizing tasks to keep up with challenging deadlines.

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Greeted customers and answered questions regarding mail pick up times, postal regulations, and delivery costs.

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Used portable devices to maintain system records by scanning items delivered to homes and businesses.

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Distributed mail on foot to residences and businesses, delivering mail and packages weighing up to 70 Pounds.

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Loaded and secured items in trucks to avoid damage to parcels during delivery.

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Identified opportunities to streamline processes and improve department operations and efficiency.

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Held monthly department meetings regarding policy and operational changes.

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Identified opportunities to streamline processes and improve office operations and efficiency

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Organized and updated databases, records and other information resources

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Contact this candidate