MARANDA LOFTON

PROFESSIONAL SUMMARY

Detail-oriented and reliable professional with hands-on experience delivering stellar administrative support within fast-paced environments. Brings robust skill set in conducting in-depth research, gathering and analyzing data, updating files, and utilizing cutting-edge systems to enhance efficiency. Proficient in cultivating trustable relationships with clients by assessing needs and providing personalized assistance. Adept at liaising with cross-functional teams for a seamless execution of projects. Eager to apply a strategic thinking and client-focused approach to meet organization`s goals. WORK EXPERIENCE

Cox Automotive - Customer Care Specialist I

Matteson, IL

01/2022 - Current

Provide leadership to front-line team members tasked with handling client inquiries and issues, ensuring a knowledgeable and independent approach with minimal supervision, and a thorough understanding of Manheim's products and services.

Receive and effectively manage inbound client contacts and service requests, catering specifically to the needs and queries of our B2B customer base, ensuring that each interaction is handled with utmost professionalism and efficiency.

Maintain consistently high service levels across various customer contact platforms including telephony, email, web requests, and web chat, ensuring that each customer's needs are promptly addressed and resolved.

Serve as the key escalation point of contact, proficiently resolving complaints and answering questions regarding services and procedures, thereby enhancing customer satisfaction and experience.

Byram Healthcare Centers Inc. - Customer Service Representative Downers Grove, IL

04/2018 - 01/2022

Cultivated impactful relationships with customers by delivering detailed product knowledge, fostering business development and creating future business opportunities through a high level of service and support.

Consistently exceeded company productivity standards, achieving a remarkable 98% efficiency and handling over 80% of the daily quota, showcasing a robust work ethic and dedication to organizational objectives.

Proactively escalated customer concerns, store issues, and inventory requirements to supervisors, ensuring that each issue was promptly addressed and resolved to maintain high standards of customer service.

Managed customer interactions proficiently by asking probing questions, maintaining a calm and friendly demeanor in stressful situations, accurately documenting conversations, and inputting relevant information into electronic systems to track customer requests, problems, and solutions.

XPO Logistics - Tasker

South Holland, IL

08/2016 - 03/2018

Effectively communicated client project requirements to vendors and contractors, ensuring that all tasks were completed in accordance with client expectations and satisfaction.

Utilized Warehouse Management System-Accuplus for the creation, shipping, and billing of emergent orders, ensuring that all processes were conducted efficiently and in a timely manner.

Worked proactively in managing and expediting shipments by liaising with freight carriers, monitoring delivery routes, and correcting inbound document errors to facilitate smooth and accurate deliveries.

Diligently performed all assigned clerical duties, contributing to the organization and operational efficiency of the workplace, by displaying strong organization, multitasking, and prioritization abilities.

University Park, IL 60484

630-***-****

ad1ya3@r.postjobfree.com

CORE COMPETENCIES

Vital Administrative Support

Lifecycle Project Coordination

Strategic Planning & Scheduling

Policy Adhering

Organizational Efficiency

File Management

Data Gathering & Processing

Research & Documentation

Computer Literacy

Stellar Client Service

Cross-Functional Collaboration

Team Alignment

Key Leadership Engagement

SOFT SKILLS

Analytical Thinking

Sound Decision-Making

First-Rate Attention to Detail

Accuracy & Thoroughness

Complex Problem-Solving

Integrity & Accountability

Excellent Communication

Time Management

Multitasking & Prioritization

Strong Organization

Relationship-Building

Excellent People Skills

REFERENCES

Available upon request

Superior Towing - Dispatcher

New Lenox, IL

02/2014 - 07/2016

Scheduled, coordinated, and dispatched over 80 daily roadside assistance calls by quickly determining the locations and needs of callers, ensuring that drivers were accurately sent for timely and effective assistance, while also considering caller locations and the availability of employees.

Improved operational effectiveness by training 15 employees on accurate triaging and dispatching procedures, thereby enhancing the precision and reliability of dispatch services while personally managing and executing 60 daily calls to ensure service quality.

Proactively adjusted dispatch plans by reviewing and analyzing routes, as well as daily traffic and weather conditions, ensuring the optimization of schedules and the fulfillment of daily operational requirements and objectives.

Enhanced organizational processes and objectives by setting schedules, implementing new policies, and working closely with managers to optimize operational procedures, while also maintaining detailed and updated records of calls in both physical and electronic databases.

AT&T Inc - Customer Advocate Specialist (CAS)

Chicago Heights, IL

02/2001 - 02/2013

Managed and facilitated customer interactions by answering 80 inbound calls daily, asking probing questions to ascertain service needs, accurately inputting information into electronic systems, and directing calls to appropriate individuals or departments, ensuring efficient and professional customer communication.

Strengthened customer relationships and drove business development by cultivating impactful connections, delivering in-depth product knowledge, and reviewing account and service histories to identify and address trends and issues, thereby enhancing customer satisfaction and loyalty.

Focused on resolving customer issues efficiently by escalating concerns, store issues, and inventory requirements to supervisors, ensuring that customer needs were addressed promptly and effectively in alignment with company policies and procedures.

Maintained a strong focus on financial transactions and customer account management by informing customers about billing procedures, processing payments, assisting in payment option setups, and upholding stringent privacy and security requirements as established by Credit & Collections regulatory agencies.

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