Jamila Cofield

Customer Service expert!

Humble, TX

To obtain a rewarding career opportunity as a Customer Service Representative, which will allow me to bring a positive attitude, organized approach, excellent time management skills and a desire to succeed in a fast-paced environment; to further improve the customer service experience. Authorized to work in the US for any employer

Work Experience

Dispatch Coordinator

JKA Logistics - The Woodlands, TX

February 2021 to Present

• Oversee the scheduling and movement of freight working closely with our vendors and customers.

• Enter orders into custom databases, prepare documents for shipments.

• Relay orders, messages, and information to or from field personnel.

• Confer with customers or supervising personnel to address questions, problems, or requests.

• Ability to communicate both internally and externally with the customers and stakeholders.

• Process order set up via preferred internal system.

• Ensure orders are picked up and processed timely to meet requirements and monitor shipments.

• Other duties as assigned.

Independent Contractor Representative

Diligent Delivery Systems - Houston, TX

December 2018 to November 2020

• Accurately managed driver contracts, application paperwork, as well as document renewal information.

• Communicated and worked with independent contractors to complete their required documents via email, text, DocuSign, phone and through company website.

• Maintain accurate and up-to-date information on all Independent Contractors, including current insurance information, driver's license information and social security information.

• Transferred the imaging of paper files into the imaging workflow system.

• Proactively answered phones to assist the independent contractors with completing their forms, and with payroll questions or concerns.

• Performed additional duties and/or projects as assigned by the Operations Manager. Managed high volumes of inbound calls, transferring to appropriate departments. Accomplishment:

Avoided legal issues, by ensuring all contract and legal documents are signed by contractor and filed with his/her contract agreement.

Logistics Coordinator

Diligent Delivery Systems - Houston, TX

July 2017 to December 2018

• Utilized company's proprietary software to build and manage all shipments assigned to the team.

• Scheduled pickup and delivery appointments based on customer specific needs and priorities.

• Worked with internal partners to ensure that all client shipments are proactively tracked for on time pickup or delivery.

• Retrieved and uploaded all necessary invoices & paperwork and resolved any discrepancies in a timely manner.

• Worked within a team to proactively learn how to quote and price truckload shipping opportunities. Accomplishment

Accurately moved and tracked shipments in a timely manner, which avoided extra freight and shipping charges being added, therefore reducing total freight costs for customers. Title Administrative Assistant

Group 1 Automotive - Stafford, TX

August 2016 to July 2017

• Verified funds have been collected in ADP, and correct lienholder paid off for trade before giving deals to title clerk to process new title applications.

• Checked and re-checked for accuracy through application process and ensured all information is complete and correct with regards to customer's information to include address, social security number, date of birth, & driver's license number as well as a good contact phone number.

• Compiled and maintained a complete list of all outstanding title work; reported to management as to status and time frame expectations.

• Reconciled schedule of current list of outstanding titles, reported any missing title or problems to management immediately.

• Maintained/Filed all factory invoices and MSOs.

Contract Delivery Partner

Amazon Flex - Humble, TX

July 2016 to March 2017

Picked up and delivered packages, using knowledge of roads, highways and interstates. Accomplishments

Delivered 60 to 100 packages to an average of 50 clients daily. Diagnosed hardware and software failures and resolved technical issues with a 100% success rate. Packing Coordinator

Pentagon Freight Services - Houston, TX

July 2014 to April 2016

• Coordinated the flow of goods from various origins to project sites, according to delivery requirements, including document control, packing, and storage and quarantine requirements.

• Alerted all parties under account of shipment delays, canceled orders, changes in route, freight technical issues, commodity change and all issues regarding orders.

• Resolving issues proactively and acting as a source for customs / logistics matters, monitoring release of goods from customs to site / warehouse, performing visual inspection of cargo to ensure it matches the description on the packing list, conduct line item checking, setting up and updating effective tracking report for visibility of materials for each project and updating logistics information using internal IT programs.

• Ensuring accurate data input, compilation and commutation of daily reports per schedule.

• Performed tasks which included Material Receipting, Release to Packs, Delivery Tickets, etc. EDI accurate material receipts to customers.

Accomplishment

Ensured customer satisfaction by analyzing shipments and proactively identifying potential issues for resolution.

Customer Service Rep

Aaron's Sales and Lease - Humble, TX

March 2014 to July 2014

• Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.

• Prevented store losses using awareness, attention to detail and integrity.

• Achieved high sales percentage with consultative, value-focused customer service approach.

• Worked as a team member performing cashier duties, product assistance and cleaning. Accomplishment

Developed highly empathetic client relationships and earned reputation for exceeding sales goals. Customer Service Rep

Copart Auto Auction - Houston, TX

December 2009 to June 2013

• Effectively managed a high volume of inbound calls.

• Assisted customers at front counter with buyer payments, issued titles and provided gate pass to release vehicle for transportation.

• Assisted customers with any questions they may have regarding vehicle release information or general inquires.

• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Accomplishment

Maintained perfect audit score of 3 on work orders each quarter. Education

High school or equivalent

Houston Community College Systems Nursing

2003

High school diploma

University of Houston Downtown Nursing

2000

Skills

• CUSTOMER SERVICE (3 years)

• ORGANIZATIONAL SKILLS

• FILING

• TYPING

• 42 WPM

• Logistics

• Excel

• Administrative Experience

• Microsoft Outlook

• 10 Key Calculator (Less than 1 year)

• Data Entry (2 years)

• General Office Skills (7 years)

• Freight Experience

• DocuSign

• CRM Software

• Microsoft Office

• Document management

• EDI (3 years)

• Microsoft Access

• Analysis skills

• Customer support

Certifications and Licenses

Driver's License

Assessments

Reliability — Expert

July 2019

Tendency to be dependable and come to work

Full results: Expert

Verbal Communication — Proficient

August 2019

Speaking clearly, correctly, and concisely

Full results: Proficient

Customer Focus & Orientation — Highly Proficient

October 2019

Responding to customer situations with sensitivity. Full results: Highly Proficient

Personality: Customer Service Fit — Proficient

December 2019

Measures the traits that are important for high-quality customer service. Full results: Proficient

Retail Customer Service — Proficient

May 2020

Comprehending and responding to retail customer needs. Full results: Proficient

Call Center Customer Service — Highly Proficient

May 2020

Applying customer service skills in a call center setting. Full results: Highly Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

SKILL HIGHLIGHTS

Customer Service

Microsoft Word and Excel

Typing speed: 42 WPM

Alpha and Numeric Filing

Interpersonal skills

Multi-tasking, Prioritizing and Organizational skills Initiative and Problem Solving abilities

Expert verbal and written communication skills

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