Customer Service Support Specialist
Resume:
Lake Wylie, SC *****
****************@*****.***
SKILLS
• Attention to Detail
• Telephone Etiquette
• Conflict Resolution
• Payment Processing
• CRM Software
• Appointment Scheduling
• Active Listening
PROFESSIONAL SUMMARY
Dedicated professional with demonstrated strength in customer service, time management, and conflict resolution. Excellent verbal and written communicator offers 12+ years of experience in office environments with a strong background in cultivating positive relationships, consistently delivering professional work, and exceeding goals.
EXPERIENCE
Charter Communications, Charlotte, NC 04/2023 – Present Technical Support/ Customer Support Specialist
• Provided excellent customer service.
• Developed creative and practice-based solutions to solve diverse customer issues.
• Troubleshot issues for both technical and non-technical personnel and adjusted strategies to help individuals.
• Resolved issues by collaborating between internal team members and field personnel.
• Managed access, configuring, and administering accounts and user profiles.
• Maintained positive customer relations with speedy, expert service for all needs. FedEx Ground, Charlotte, NC 01/2022 – 10/2022
SBDD Specialist
• Established relationships with key industry influencers, fostering strategic partnerships.
• Coordinated events, including planning logistics, managing budgets, and overseeing execution.
• Rolled out new technologies while considering cost-effectiveness, technological feasibility, and acceptance.
• Trained staff in new roles, business policies, and industry best practices.
• Scheduled, organized, and coordinated complex and critical activities including business meetings, travel arrangements, appointments, and conferences.
• Collaborated cross-functionality to tackle and resolve wide-ranging business issues. FedEx Ground, Charlotte, NC 08/2019 – 01/2022
Linehaul Coordinator
• Used TMS, Vector, TLA, and trip buddy.
• Collaborated with warehouse staff to prioritize shipments based on customer needs or capacity constraints.
• Coordinated line hall operations to ensure timely and efficient delivery of freight.
• Scheduled drivers and equipment for optimal route coverage and resource utilization.
• Coordinated cross-docking activities between multiple locations to streamline distribution processes.
• Managed internal databases containing detailed shipment information for easy access to team members.
• Resolved conflicts between drivers and other team members by promoting open communication and teamwork.
• Liaised between contract service providers, drivers, and linehaul management.
• Supervised and trained employees to maximize potential and provide growth. Charmaine Baker
PNP Logistics, Charlotte, NC 04/2014- 07-2016
Office Manager
• Oversaw daily operations and facilitated communication between the owner and drivers, and ensured smooth interoffice workflow.
• Ordered office supplies and maintained inventory levels to prevent shortages.
• Reconciled accounts, managed documentation, and negotiated contracts with vendors.
• Generated reports to inform leadership of profits, operations, and other key metrics.
• Trained new employees on company policies, procedures, and software systems. FedEx Ground, Charlotte, NC 08/2011 - 08/2019
Administrative Associate
• Processed new hires, and performed employment verification, criminal background checks, and drug screens.
• Provided general administrative support to staff by creating memos, letters, emails, and other correspondence as needed.
• Trained office staff in the use of different equipment and software programs.
• Organized and scheduled meetings, appointments, and events for staff members.
• Calculated mileage and other reimbursable expenses for payment for employees and drivers.
• Maintained electronic filing systems to ensure easy access to important documents.
• Established administrative priorities, identified roadblocks, and resolved problems to achieve operational goals.
• Tracked project deliverables and kept stakeholders involved with regular updates.
• Proofread and edited documents and reports for staff. FedEx Ground, Charlotte, NC 04/08 - 08/11
Package handler
• Worked quickly to process shipments and meet customer demands.
• Used RF scanners to pick products accurately.
• Worked additional shifts with short notice.
• Verified shipment contents against paperwork to minimize errors.
• Loaded and unloaded packages from trucks for delivery.
• Communicated effectively with colleagues, supervisors, and truck drivers regarding shipment statuses or concerns.
EDUCATION
May 2005
BA in Early Childhood Education
Ursuline College, Pepper Pike, OH
• Dean’s list
Pre-Med
Ohio University, Athens, OH
• Member of Phi Theta Kappa, Honor’s sorority
• Dean’s List
• Chancellor’s List
CERTIFICATIONS
• Project Management Fundamentals / Pathstream/ 2024
• Being a First Time Manager / Percipio Skillsoft / 2022
• Leadership Development / Percipio Skillsoft / 2022
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