Customer Service Business Development

LAMONT THOMPSON

206-***-**** ***********@*****.*** Federal Way, WA 98003

Career Objective

Dedicated and results-oriented professional seeking a role as a Customer Service/Operational Manager. With a proven track record in leading high-performing teams, I aim to leverage my expertise in customer service management and operations to drive efficiency and deliver exceptional customer experiences. Known for my strategic approach to problem-solving and process optimization, I am eager to contribute to the success of the company by ensuring streamlined operations and maintaining a customer-centric focus.

WORK EXPERIENCE

DOORDASH (2021 - Present)

INDEPENDENT DRIVER

●Proficiently leading transportation and delivery operations to fulfill client and business requirements promptly.

●Conducting thorough reviews of orders to guarantee accuracy and providing exemplary customer service to restaurants and businesses.

●Proficiency in using GPS systems and navigation apps.

●Knowledge of local routes and alternative paths to avoid traffic or road closure

●Ability to plan routes and manage time effectively to meet delivery or transportation deadlines.

●Familiarity with local and regional geography.

●Basic understanding of vehicle maintenance and ability to perform routine checks.

●Ability to navigate unexpected challenges, such as road closures, traffic jams, or inclement weather.

●Professional communication with clients, passengers, or delivery recipients.

●Conflict resolution skills in case of disputes or disagreements.

SHUTTLE EXPRESS (2014-2021)

BUSINESS DEVELOPMENT/OPERATIONS MANAGEMENT/ DISPATCH LIAISON & SALES MANAGER

●Conduct market research to identify business opportunities, trends, and potential clients.

●Develop and implement business development and operational strategies aligned with the company's goals and objectives.

●Work on long-term planning to enhance overall organizational growth.

●Build and maintain strong relationships with clients, understanding their needs and ensuring high satisfaction levels.

●Act as a key point of contact for clients, addressing concerns and facilitating effective communication.

●Lead business development initiatives to acquire new clients and expand the customer base.

●Develop and implement sales strategies to achieve revenue targets.

●Create compelling business proposals, presentations, and pitches to attract potential clients.

●Collaborate with the sales team to customize offerings to meet client requirements.

●Negotiate contracts and agreements with clients, ensuring mutually beneficial terms and conditions.

●Streamline and optimize operational processes to improve efficiency and reduce costs.

●Implement best practices and standard operating procedures (SOPs) to enhance overall operations.

●Developed SOP’s, training manuals and marketing tools.

●Ensure that operational resources are aligned with business development goals.

●Lead and motivate cross-functional teams, providing clear direction and support.

●Foster a collaborative and positive work environment to achieve organizational objectives.

●Establish and monitor quality standards for products or services to meet customer expectations.

●Prepare regular reports on business development and operational performance.

●Collaborate with internal departments, stakeholders, and external partners to ensure smooth business operations.

●Drive innovation within business processes and operations to maintain a competitive edge

●Managed operations of dispatch department ensuring customer satisfaction,

●Hire and train personnel and ensure overall operations are running efficiently.

●Maintains effective communication with drivers/independent contractors to ensure scheduled appointments are handled professionally and timely.

●Create and assess daily operations report to identify opportunities for improvement

●Recruit, hire, train and coach sales teams in a large volume dealership.

●Manage and support overall sales process, working with all departments to ensure customer satisfaction through a positive buying experience

SKILLS:

● 20 years of Customer Service experience, with exceptional follow up and problem-solving skills.

● Training and developing customer service and sales teams, with an emphasis on consultative, and relationship building.

●4 years Operations Management, promoting business growth, driver retention and customer satisfaction.

●30+ years of customer relations experience with a strong emphasis on improving customer satisfaction and customer retention

EDUCATION

Ritenour Senior High School - Diploma Received 1979

REFERENCES

Available Upon Request

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