Customer Service Operations Specialist

John Spencer Goodman

Midlothian, VA ***** • 617-***-****

*******@*****.***

An experienced customer operations specialist with a proven track record of delivering impactful solutions. A proven ability in managing multiple projects, problem solving, driving operational efficiency and revenue growth. Advanced proficiency in customer service, office management, transportation logistics, shipment tracking/tracing, inventory management, project coordination and sales, adapting to new technologies along with relationship building with external partners and stakeholders. CORE COMPETENCIES

● Maintained 98% on-time delivery rate by skillfully scheduling routes and appointments

● Decreased shipment discrepancies by 15% through consistent auditing and documentation

● Builds trusted partnerships with client accounts by providing personalized, reliable service

● Streamlines load scheduling process by enhancing coordination between dispatch and drivers SKILLS

Proficient in Microsoft Office Suite, Google Workspace, SharePoint, SAP Concur, TMS systems, Project Management, Detail-Oriented, Multi-tasking & Prioritization, Team-oriented, Organized professional verbal and written communication

EXPERIENCE

Account Coordinator Broker

VHI Transport Chester, VA 1/2021 – Present

● Maintain customer profile information and enter loads from customer tenders into the Freight Optimizer system Aljex software

● Expertly track and update the status of freight shipments using Aljex software, ensuring accurate and timely information

● Proactively handle shipment discrepancies, maintaining stability under pressure

● Serve as the primary point of contact between clients and carriers, managing communications effectively under challenging circumstances.

● Broker freight shipments for clients and various carriers as well as act as the main liaison between clients and carriers

● Audit loads weekly, identified and resolved discrepancies

● Provide detailed updates on problem loads and what actions have been taken

● Update receivers and customers on the status of loads

● Monitor daily shipments and deliveries; verify arrival time and load condition

● Take check calls from drivers, ensuring that loads deliver on time; validate all load data before marking loads delivered, for accounting purposes

● Investigate product overages, shortages, and damages, and complete appropriate documentation, paying close attention to detail

● Schedule and reschedule delivery appointments for all loads; accept or decline loads based on direction from account managers

● Provide detailed directions and instructions to properly route drivers

● Identify problems quickly and help find solutions pertaining to delayed loads, OS&D, and other load issues as they arise

● Effectively communicates (verbally and written) with customers, carriers, and drivers

● Assist in company marketing through various social media sites Office Manager

LabCorp/Covance, Inc. Chantilly, VA 10/2019 – 12/2020

● Managed reliable, efficient, front office operations supporting various departmental procedures, methods, and techniques ensuring efficient office operations.

● Coordinated with various departments, aligning office procedures with organizational goals.

● Developed collaborative relationships with vendors and contractors, improving service quality and cost-effectiveness.

● Served as the central source for information and inter-office communication

● Managed day-to-day office and employee administrative needs, including onboarding new hires, issuing security badges and I-9 submissions

● Coordinated meetings and events, scheduled conference rooms, and catering and providing IT and audio-visual setup

● Planned domestic and international travel for 10+ staff members per year

● Updated SharePoint, organizational charts, spreadsheets, and distribution lists

● Partnered with vendors and contractors for repairs, maintenance, equipment leasing, and supply fulfillment

● Prepared internal/external communications, reports, and presentations

● Effectively communicated with all levels of personnel on new and/or revised policies and procedures (SOPs)

● Developed and implemented policies and procedures to optimize office efficiency.

● Ordered promotional items, managed inventory, and facilitated branding initiatives

● Maintained the Site Director’s calendar and appointments.

● Managed data collection, integrity, and reporting for clinical trials Urgent Sales Specialist

UPS Freight, Inc. Richmond, VA 1/2015 – 9/2019

● Generated referrals/ new sales leads and converted them into revenue-generating accounts

● Served as the liaison between clients, account reps, and carrier companies, throughout the expedited shipment process

● Evaluated claims for potential fraud or subrogation.

● Designed and executed account sales plans to increase volume with new/existing accounts to achieve sales goals

● Built and maintained meaningful relationships with each account lead

● Maintained electronic filing and record-keeping system and implemented processes for tracking and recording incoming/outgoing packages

● Managed customer account changes, including subscriptions and billing information

● Processed client invoices and created Excel spreadsheets for all transactions

● Established both transactional and contractual rates with customers

● Achieved monthly and quarterly revenue and profit objectives

● Identified and escalate product and billing issues to the appropriate internal teams Office Manager

XEROX Business Services (XPS) Boston, MA 8/1999 – 5/2014

● Managed front office and maintained inventory of supplies, mail distribution, small projects, coordination of meetings/events, and IT POC

● Provided administrative support to multiple managers and executives

● Prepared internal/external communications and assisted executives with the development of professional documents, emails, and presentations

● Coached, trained, and counseled team members on operational processes

● Reserved and set up conference rooms, audio, video conference needs, and other essential services needed for meetings

● Established and maintained an effective system of monitoring and tracking production requests to ensure compliance with all relevant deadlines

● Performed administrative and program tasks in support of various departmental procedures, methods, and techniques

● Build and cultivate trusted relationships with partners and stakeholders throughout the firm

● Scheduled meetings across multiple time zones using calendaring software EDUCATION

● James Madison University, Cybersecurity Certificate - July 2023

● Wentworth Institute of Technology, Boston, MA - CAD/Drafting Certificate - June 2004

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