CHARNISEA GOLDWARE

**** *** ** *** *** Ellenwood Ga 30294 · 770-***-****

ad3qul@r.postjobfree.com

Customer service representative with experience training associates and resolving conflicts. Effective communicator through in person, messaging, telephone, and online interactions with customers and contractors. High-energy and disciplined with a solid background in transportation. Prodigious at determining company needs and resolving concerns.

EXPERIENCE

07/2022 – 01/2023

ASSISTANT OPERATIONS MANAGER,

JACKIESTRONGLOGISTICS LLC.

• Reports to Operations Manager and Owner

• Handle daily operations and dispatch

• Create schedule for 25-50 employees

• Interview and hire new candidates with manager approval

• Oversees driving metrics, daily rosters, and damage logs

• Lead morning load out

• Handle vehicle maintenance schedules

• Handle on the road issues

11/2021 – 07/2022

DRIVER/LEAD DRIVER/MANAGER/DISPATCH

JACKIESTRONGLOGISTICS LLC.

• Manage 20-35 drivers daily

• Monitor drivers during daily routes

• Contact Operations manager or owner for on the road issues

• Lead morning load out

• Completed daily routes of 130-180 stops

• Maintained 850 FICO score

2

Team Lead 09/2019 -10/2021

Convergent Contact Solutions – Atlanta, GA

• Coach team members

• Develop team strengths and improve weaknesses

• Identify team goals and evaluate team progress

• Resolve conflict

• Organize team initiatives

• Averaged monthly a 99.47 Quality Score

• Review Tracking Sheets

• Take Escalated Supervisor calls

• Sit Side by Side with agents & listen to calls to review Call Flow Customer Service Representative 05/2019 to 09/2019 Convergent Contact Solutions – Atlanta, GA

• Performed administrative support functions such as processing payments and reconciling accounts.

• Continuously met or exceeded daily service quality and performance scores.

• Completed more than 150 calls per day without following a script and maintaining good call control.

• Greet customers,

• Give acct balance back to customers accurately

• Engaged with customers to understand and resolve issues and answer high bill questions.

• Arranged payment agreements to qualifying customers 3

EDUCATION

MAY 2012

DIPLOMA, HENRY COUNTY HIGH

SKILLS

• Customer Service

• Leadership

• Time Management

• Dependable

• Outstanding People Skills

• Problem-solving

• Written and Verbal Communication

• Attention to detail

• Documentation and reporting

• Problem solving abilities

• Ability to motivate

• Excel

• Word Doc

• Team Player

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