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Friendly and efficient professional with *0 years of experience delivering award winning customer service. Efficient in computer software programs, time management and conflict resolution. Seeking a position as a customer service specialist.

CAREER PROFILE

PROFESSIONAL EXPERIENCE

Skydale Creatives, Charlotte, North Carolina – President and Owner 04/20 – Present

Freelance Customer Service Specialist, copy writer and logo designer.

Handle highly escalated customers via empathy and polite communication and issue-resolution skills.

Videographer, photographer, editor and script writer for social media cooking show and local high soccer teams and social events.

Odyssey Logistics, Charlotte, North Carolina – Freight Billing Auditor 07/22 – 09/22

Prepared, post, verified and recorded customer payments and transactions.

Researched customer discrepancies and past-due amounts.

Process invoices in SAP.

Analyze daily reports and provided analysis for invoice variances. XPO Logistics, Charlotte, North Carolina – Strategic Sales Analyst 03/14 – 10/19 Strategic Sales Analyst 10/16 – 10/19

Started as an Indexer and in two weeks promoted to Freight Audit Bill Pay. Receiving several awards for Leadership, customer service and professionalism. Eventually promoted me to the level of Strategic Sales Analyst.

Created and implemented a data collection process, creating efficiency and current information for the intranet for the VP Sale Reps.

Ability to data mine, analyze data, and present insights in an impactful way.

Assisted in recouped business from 57 companies generating over $105MM in revenue.

Proactively explored data to find trends, discover KPIs, and apply proper hypothesis testing helped to improve sales by 26%.

Developed 10 master presentation decks for KPIs, and Tier 2 level for the Sales Representatives within each business units.

Freight Audit Bill Pay (FABP) Analyst, 03/14 – 10/16

Recouped over $35M in revenue.

Devised a plan of data entry standards with reps that decreased EDI errors from an average of 15% a week to 2%.

Coached a cross-functional team of 35 Sale Representatives on the company’s new software due to improper training.

Increased customer retention and satisfaction by 35%. PROFESSIONAL DEVELOPMENT

Certifications

SQL Server, Google Analytics, Completed training for Six Sigma Computer Skills

Microsoft Word, Excel, PowerPoint, SAP, Tableau, Google Analytics, Power BI, Salesforce CR EDMUND SHEPPARD

● Mint Hill, NC 28227 ● 704-***-**** ● adv20r@r.postjobfree.com 080********

Customer Service Specialist

Self-Sufficient

Reliable

Adaptability

Organizational Skills

Detail-Oriented

Innovative

Interpersonal

Communication

Project Management

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