James ‘Matt’ Lea

Pineville, LA *****

ad3j5x@r.postjobfree.com

Authorized to work in the US for any employer

Work Experience

Delivery Driver/Warehouse

LSO - Saint Rose, LA

September 2016 to December 2022

• Received, unloaded and delivered packages

• Delivered a wide variety of packages, including medical equipment etc

• Utilized barcode scanner to process and ensure timely deliveries

• Managed paperwork

• Established long-term customer relationships

• Assured inventory was consistently accurate

• Assured all packages arrived at destination

• Assisted with dispatching, scheduling, mapping, and assigning routes to other delivery drivers Customer Service Representative/Dispatcher

Best Service Company Appliance Repair - Denver, CO September 2014 to September 2016

• In charge of distributing all call sheets for call outs, emailed in work orders, as well as all other forms of communication requiring action for entire customer service department.

• Assisted in providing feedback to other customer service reps in regards to time management while on a call as well as provided training to increase speeds

• Trained all new customer service reps

• Made sure all parts calls which had not been scheduled were called once daily.

• Maintained a minimum 85 percent or higher satisfaction rate from online customer feedback

• Implemented system for calling customers to provide feedback on their technician

• Took all escalated combative type calls or those wishing to speak with someone in charge

• Mentored team members, providing guidance on how to handle problem customers etc

• Assistant to office manager, assumed all of her responsibilities upon her absence, lunch etc

• Provided feedback to management in regards to phone systems and hold procedures

• Called and scheduled or confirmed appointments for approximately 250 customers daily

• Over saw all other reps activities as to ensure orders and appointments were set properly

• Responsible for making sure breaks and lunches were taken on time by department

• Took over 90 incoming calls daily in regards to customer’s appliance repairs

• Lead customer service rep, in charge of overseeing department operations and ensuring completion of departments daily tasks.

• Assisted lead dispatcher with mapping next days routes, assigning specific techs based on geographical location and technical knowledge to relevant customer calls.

• Made adjustments on the fly to current days route based on prioritized emergencies, cancellations, rescheduled service calls, and customer no shows etc

• Monitored techs via GPS to be sure were in correct area, maintaining safety on roads etc

• All other relevant tasks associated with dispatching Admin Assistant/Office Manager

Dave's Auto Collision Repair & Tint - Shreveport, LA June 2007 to June 2014

• Collected customer feedback and made process changes to exceed customer satisfaction goals.

• Built customer loyalty by placing follow-up calls for customers who reported product issues.

• Created new processes and systems for increasing customer service satisfaction.

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

• Managed quality communication, customer support and product representation for each client.

• Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.

• Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.

• Managed cash stock and inventory balances accurately.

• Regularly sought opportunities to up sell and add on additional merchandise.

• Recommended, selected and helped locate merchandise based on customer needs and desires. Customer Service Representative

Capital One Bank - Shreveport, LA

June 2006 to March 2011

• Cross-trained and provided back-up for other customer service representatives when needed.

• Managed quality communication, customer support and product representation for each client.

• Provided accurate and appropriate information in response to customer inquiries.

• Demonstrated mastery of customer service call script within specified time-frames.

• Addressed customer service inquiries in a timely and accurate fashion.

• Maintained up-to-date records at all times.

• Developed effective relationships with all call center departments through clear communication. Education

Associate's degree in Paralegal Studies

LA Tech/LSU Shreveport - Shreveport, LA

January 2009 to May 2011

Certifications and Licenses

Paralegal

Present

Additional Information

REFERENCES

Dave Williams - 318-***-**** (previous supervisor) LoRick Williams - 504-***-****

(previous supervisor)

Angel Fontana - 720-***-****

(previous supervisor)

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