Account Specialist Customer
Resume:
Stacey France
Phoenix, AZ *****
******.************@***.***
Professional Summary
To obtain a position in a customer focused atmosphere where I can utilize my skills to benefit both my employer and myself.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Customer Account Specialist
Swift Transportation-Phoenix, AZ
January 2025 to Present
• Receive detailed customer load information by telephone, fax or electronic tendering, and input all load information into the system accurately to ensure system integrity.
• Serve as Customer and Driver's first line of communication and refer Customer/Driver to the proper department if/when necessary.
• Monitor and trace loads so that follow up can be made to Customers regarding late pickups and or deliveries.
• Assist in collecting and maintaining current Customer information in AS400. Dispatch Clerk III
Estes Express Lines-Denver, CO
December 2022 to August 2024
• Proficient in AS400
• Problem solving and conflict resolution.
• Coordinated and scheduled the delivery of goods to ensure timely and efficient transportation.
• Assigning drivers to specific routes based on availability and company demands
• Monitored driver activities, including tracking their locations, ensuring adherence to safety regulations, and providing support as needed
• Maintained accurate records of all shipments, including pickup and delivery times, route details, and any incidents or delays
• Closely collaborated with warehouse personnel to coordinate loading/unloading schedules for optimal efficiency
• Utilized GPS systems and other tracking tools to monitor truck movements in real-time for improved operational visibility
• Optimized routing plans by analyzing traffic patterns, road conditions, weather forecasts, and customer requirements
• Liaised with maintenance teams to schedule regular inspections and repairs for the fleet vehicles to minimize downtime
• Served as a point of contact for drivers during emergencies or unforeseen circumstances on the road
• Maintained strong relationships with vendors for transportation services while ensuring quality standards are met
• Demonstrated exceptional problem-solving skills by resolving logistical challenges such as rerouting due to road closures or accidents in a timely manner
• Earned recognition from management for consistently meeting or exceeding key performance indicators (KPIs) related to on-time delivery and customer satisfaction
• Maintained up-to-date knowledge of federal/state transportation regulations and ensured compliance within the dispatching process
• Leveraged strong communication skills to effectively coordinate with drivers, other terminal staff, warehouse personnel, and management involved in the transportation process
• Identified opportunities for process improvement within dispatch operations through data analysis and feedback from drivers
• Served as a liaison between drivers and management, addressing any concerns or issues raised by either party promptly
• Demonstrated exceptional organizational skills by managing multiple tasks simultaneously while maintaining attention to detail
• Provided guidance/support to drivers during inclement weather conditions or emergency situations on the road
Customer Service Agent
Southwest Airlines-Denver, CO
August 2019 to December 2022
• Provides friendly service to and maintains positive relationships with all internal and external Customers
• Works in a cooperative spirit to ensure the success of our Company
• Responsible for providing legendary Customer service to people desiring to travel, use cargo or baggage service by attending to their needs
• Handles any aspect of ticketing and check-in by operating a computerized point-of-sale system, boarding, baggage service, reservations and resolving related complaints and problems
• Responsibilities include greeting and handling Customers in a polite and friendly manner. Handles cash, checks, credit cards, travel vouchers and coupons as forms of payment for tickets.Computes charges, makes change and balances daily transactions.Is responsible for overage or shortage
• Checks in baggage and Cargo. Answers telephone to provide information to callers, page customers, resolve problems or complaints and assist as needed.Handles transactions required to board the aircraft in a timely and efficient manner
• Deals with mishandled Customers as a result of over sales, delayed or cancelled flights, lost, delayed, or damaged luggage. Resolves such problems quickly and within guidelines established by the Company
• Provides current and accurate fare, schedule, reservations, flight arrival/departure information and answers all general inquiries from Customers and other visitors to the airport terminal
• Completes forms and reports as required by the company Training Supervisor
UPS-Raleigh-NC-Raleigh, NC
April 2017 to July 2019
• Developed and delivered comprehensive training programs for new hires, ensuring smooth onboarding process
• Designed and implemented interactive e-learning modules to enhance employee knowledge retention
• Conducted needs assessments to identify skill gaps and develop targeted training solutions
• Collaborated with subject matter experts to create engaging training materials, including presentations, manuals, and job aids
• Facilitated classroom-style training sessions for groups of up to 15 participants
• Utilized learning management systems (LMS) to track employee progress and evaluate the effectiveness of training initiatives
• Implemented a blended learning approach by incorporating online resources, virtual classrooms, and hands-on activities into training programs
• Evaluated the success of training programs through post-training assessments and feedback surveys
• Provided ongoing coaching and support to employees during their learning journey
• Created customized training plans based on individual employee development goals
• Collaborated with managers to identify performance improvement opportunities that could be addressed through targeted training interventions
Education
High school diploma
Broomfield High School-Broomfield, CO
August 1987 to April 1991
Skills
• Microsoft Office
• Logistics (2 years)
• Customer service (10+ years)
• Account management (9 years)
• Office experience (7 years)
• Dispatching (2 years)
• AS400 (2 years)
• Barista experience (10+ years)
• Communication skills
• Administrative experience (10+ years)
• Phone etiquette (10+ years)
• Time management (10+ years)
• Computer skills
• Freight (2 years)
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