Business Operations Customer Service
Resume:
Dawn Walraven
Cohutta, GA 30710
****************@*****.***
Summary
Results-driven logistics and operations professional with 20+ years of experience in team leadership, training, customer service, and operational efficiency. Proven track record in recruiting, onboarding, and developing employees while optimizing business operations. Adept at setting clear goals, monitoring team performance, and improving organizational outcomes through data-driven decision-making and strong communication skills. Experienced in managing diverse teams, handling complex logistics, and achieving KPIs in high-paced environments.
Work Experience
Owner, Small Town Estate Sales LLC (Cohutta, GA July 2022 - Present)
• Managed all aspects of business operations including recruiting, onboarding, and training new employees to ensure smooth sales execution.
• Led and mentored a small team, setting performance goals and conducting regular meetings to ensure targets were met.
• Coordinated logistics for estate sales, handled client relationships, and ensured operational efficiency.
Shipping Coordinator, Dynatronics (Ooltewah, TN 2016 - 2017)
• Streamlined logistics operations, scheduling truck pickups and ensuring timely shipments to meet deadlines.
• Coordinated documentation (BOLs, shipping paperwork) and worked closely with other departments to improve communication and efficiency.
• Assisted with team training to ensure compliance with shipping protocols and safety standards.
Shipping Coordinator, Mohawk Industries (Dalton, GA 2003 - 2008)
• Managed scheduling, load building, and paperwork for shipments, ensuring all orders were processed accurately and efficiently.
• Trained new employees on logistics systems and warehouse operations, improving overall team productivity.
• Communicated with customers and external partners to ensure timely delivery and troubleshoot any issues that arose.
Supervisor/Shipping Coordinator/Accounts Payable/Receivable, Displays of Dalton
(Dalton, GA 2001 - 2002)
• Supervised a team of 10+ employees, delegating tasks and ensuring work was completed to meet deadlines.
• Focused on employee development, conducting regular meetings to track progress and ensure understanding of expectations.
• Reduced chargebacks and negotiated favorable shipping rates by improving team performance and adhering to shipping guidelines.
• Worked cross-functionally with other departments to optimize business operations and resolve issues quickly.
Shipping Office Supervisor, Oriental Weavers Sphinx (Dalton, GA 1996 - 2001)
• Led a team of 10+ members in managing shipping operations, ensuring efficient, accurate, and timely delivery of goods.
• Conducted regular training sessions on shipping protocols, BOL handling, and customer requirements.
• Monitored team performance, set goals, and provided feedback, consistently meeting departmental KPIs.
• Collaborated with customer service to resolve chargebacks and returns, ensuring positive customer outcomes.
Education
• Port Charlotte High School (Port Charlotte, FL 1982 - 1986)
• Some college core classes (2008 - 2010)
Skills
• Employee recruitment, onboarding, and training
• Team leadership and performance management
• KPI tracking and data-driven decision-making
• Strong oral and written communication skills
• Logistics and transportation management
• Customer service and relationship management
• Inventory management and control
• Documentation expertise (BOLs, shipping paperwork)
• Proficient in MS Office Suite (Word, Excel)
• Experienced in AS400, phone, copier, fax
• Accounts payable/receivable management
• Cost reduction and negotiation
Certifications/Authorizations
• Authorized to work in the US for any employer
Achievements
• Reduced chargebacks by implementing a more efficient and accurate shipping process, resulting in improved customer satisfaction.
• Negotiated favorable rates with trucking companies, optimizing logistics costs while maintaining service quality.
• Successfully led and trained teams in achieving company goals and improving operational efficiency.
Relocating to Washington, Indiana
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