Customer Service Representative
Resume:
Lori Reynolds
*** ****** **** ******* *****, Senoia GA 30276
*************@*****.***
EMPLOYMENT HISTORY
Ivy Pet Resort – April 2023 to November 2023 – Part time work Part Time Reservation Specialist
Pollard Disposal – August 2020 to April 2022
Customer Service Representative
Roadrunner Intermodal – 7 years – April 2013 to April 2020 Corporate Customer Service Manager
Inside Sales
Thyssenkrupp Elevator Americas – 2.5 years – May 2010 to March 2013 Team Leader – National Account Sales
National Account Coordinator
MOL America – 16 years – April 1994 to March 2010
Regional Administrator – Southeast Carrier Services Supervisor – Customer Services
V Alexander & Company May, 3 years – 1991 to March 1994 Customer Service Representative
Peoples Bank 3 years – 1987-1990
Loan Officer
Business Office Management / Project Management
Corporate Customer Service Manager / Booking Coordinator / Import Export Knowledge and Expertise / Budget Planning and Administration / Process Improvement / Cost Containment and Reduction / Human Resources Administration / Training Development and Delivery / Hazardous Material Training / Customer Service Desk Supervision / Client Relationship Building and Loyalty / Team Leadership / Analytical / Detail Oriented/Inside Sales
SELECTED ACHIEVEMEENTS AT POLLARD DISPOSAL
• Established a Drug Free Work Place
• Established a quicker process for sending out invoices for over 20,000 customers SELECTED ACHIEVEMENTS AT ROADRUNNER INTERMODAL
• Established a customer service team of 4 and managed the teams daily duties
• Responsible for creating daily processes to monitor and reduce loses for chassis and per diem expenses
• Developed SOPs for top 10 customers to be used at the terminal level
• Assisted in the development of reducing chassis costs and increasing revenue by implementing long term lease chassis program for high volume customers
• Created a Terminal Manager Manual to be used for all new Terminal Managers to assist with their daily duties
• Inside Sales
SELECTED ACHIEVEMENTS AT THYSSENKRUPP
• Promoted to Team Leader – National Account Sales after only one year.
• Awarded the National Accounts Coordinator of the Year by assisting my National Account Manager in increasing sales by 300% in one year.
• Responsible for supervising six sales coordinators on their day to day duties. SELECTED ACHIEVEMENTS AT MOL
• Evaluated the company’s rising trucking expenses and reduced costs in the Southeast Region that had exceeded the forecast transportation expenses, saving the company over $240K annually
• Consolidated the annual Administrative Budget, negotiating and reducing high volume office supplies, making valuable budget dollars available for Sales Staff travel in order to meet and exceed our Sales quotas.
• Planned and Implemented Administrative Costs reductions requested by Corporate, saving at least
$250 annually.
• Created and implemented a recycling program for the Administrative office that reduced paper supply expenses by 5 % annually.
• Administered all Human Resource transactions and associated documentation as HR Corporate Liaison, including profile changes, performance reviews, salary administration, reprimands, complaints, and assisting in the investigation of employee issues.
• Facilitated the logistics for all Corporate Legal training for the handling of Hazardous Material procedures and delivered the branch training program.
• Recommended various improvements of the “Starnet System”, improvising a new format for the export bookings process, which increased employee productivity.
• Converted the Dallas Office’s Export Coordinator’s Desk from a complaint desk to a fully functional Customer Services Desk by reorganizing and formatting booking sheets, which increased business volume for the Dallas Sales Force.
• Led a team of 5, charged with streamlining our vendor support and eliminating communication errors. The program initiative was communicated and implemented with our regional trucking vendors and made contacting them in a timely manner easier, which reduced mileage errors as well as errors with our customers.
• Developed a system that instructed all USA Booking Coordinators (40), on all aspects of their position, resulting in improved efficiency and customer satisfaction.
• Created a Training Manual for all “Export Booking Coordinators,” accelerating their learning curve and ability to assume their positions more quickly and with a greater degree of efficiency and confidence.
• Created an environment of loyalty and high quality, minimizing turnover and achieving a minimum 5 year employment record for new hires, most remaining with the company until the office was closed.
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