Customer Service Representative
Resume:
Miesha LaPrirce Jones
Dallas, TX 75217
***********@*****.***
Objective: To obtain a position in which my experience, skills, ethics, and motivation will contribute to not only a personal success, but to the success of my organization.
Summary of Qualifications:
Highly regarded associate with the ability to deliver at a high performance level
Professional individual with a strong commitment to my work who possesses a high degree of self-confidence.
Strong communication skills that delivers results.
Able to evaluate operational needs and provide necessary solutions to increase productivity and cost effectiveness.
Effective problem solver, thorough researcher.
Equally effective working independently and in cooperation with others.
Highly motivated to achieve.
Occupational History:
Schneider National Driver Business Leader 2017 – Present
Made safety-conscious decisions and ensured compliance with all policies and procedures
Provided on-going direction and leadership to drivers and internal associates to ensure superior customer service and key factor achievement through the use of the Performance Management Model. This includes but is not limited to: payroll, driver and asset utilization, safety and regulatory compliance.
Identified and resolved performance issues.
Ensures drivers have quality time at home.
Demonstrates commitment to a high performance environment through business partnerships, establishing clear objectives & goals and developing associates
Schneider National Area Planning Manager 2014 – 2017
Assigned freight to drivers in accordance with the market plan to maximize all aspects of the value triangle (profitability, customer satisfaction, and driver retention). All decisions made in accordance with Schneider's #1 core value: safety.
Provided solicitation guidance to customer service and made decisions on load acceptance (including unique situations or same day requests).
Obtained an intimate understanding of customers and unique needs within assigned market.
Dispatch drivers and equipment on loads on an as needed basis depending on asset availability and load match.
Schneider National Fleet Specialist 2014 – 2014
Primary responsibility for the daily tracking and monitoring of driver and customer shipments.
Responsible for identifying late shipments and ensuring that communication to operations and the customer was secured.
Identify root cause of service trends and collaborate with Operations and Customer Service to develop action plans to restore service to desired levels.
Processed tracking events by pulling reports daily to assure 100% accuracy of load data.
Assist and attempt to meet the needs of drivers having questions, potential issues, and load related issues.
Schneider National Customer Service Representative 2012 – 2014
Identifies and work with the DBL to resolve potential customer service, cargo claim, and maintenance and equipment issues.
Generate freight according to solicitation plans, takes complete ownership of load from beginning to end.
Accepts freight based on flow and market balance.
Effectively uses the telephone to present a quality oriented image where every customer is treated in a consistent and efficient manner.
Schneider National Driver Services Technician 2006-2012
Provided customer service to the drivers in areas of yard control, fueling, document control, administrative support, and tracking.
Respond to driver’s needs and to operations procedure on high value load control.
Responsible for ordering all supplies and operational documents.
Responsible for all training of current and new-hire associates.
Manor Care Nursing Home Certified Nursing Assistant 2004-2006
Assisted elder residents with daily living and car, including but not limited to feeding, transferring, dressing, injections, and all other normal daily functions.
Built positive relationships with each resident to ensure the services provided exceeded their expectations.
Travelocity Customer Service Representative 2003-2004
Primary responsibility for processing all hotel reservations in a call center environment.
Provided service to customers from a scheduling and invoicing perspective.
Dish Network Invoice specialist II 2001-2003
Supervised a group of eight invoicing employees.
Responsible for the overall training, consultations, monthly reviews, and interviewing of all associates in accordance with the organization policies and procedures.
Processed daily inventory and technician productivity.
Education:
ATI Medical Assistant Degree 2005-2006
El Centro College Certified Nursing Assistant Degree 2003-2004
South Oak Cliff High School General Coursework Diploma 1994-1998
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