Customer Service Administrative Assistant

Shauna L. Holman

*** *********** ** **********, ** 816-***-**** ***********@*****.***

Professional Summary

Detail-oriented professional with extensive experience in logistics, administrative support, training and customer service. Skilled in staff development, process and productivity improvements, curriculum design, and performance management. Proven ability to lead teams, enhance operational efficiency, and deliver high levels of customer satisfaction. Adept at driving continuous improvement through strategic communication and process adherence. Seeking a leadership role to leverage these strengths in a dynamic organizational setting.

Core Competencies

●Team Leadership & Management & Administrative Operations

●Process Improvement & SOP Compliance

●Staff Training & Development & Creation of Course Materials

●Route Tracking & Auditing

●Logistics & Supply Chain Operations

●Customer Service & Satisfaction

●Creative Problem Solving & Conflict Resolution

Professional Experience

Carrier Compliance & Claims Manager

Unlimited Logistics - Kansas City, MO October 2024 - July 2025

Assessed carrier qualifications to ensure compliance within company and industry standards. Investigated and resolved cargo claims involving damage, loss, or theft. Collaborated cross-functionally with clients, insurance companies and internal departments to process claims efficiently.

Home Delivery Team Lead / Manager

Diverse Logistics – Shawnee, KS April 2023 – May 2024

Directed delivery teams to ensure compliance with SOPs and service excellence. Managed client communications, claims, and route audits. Oversaw deliveries, pickups, and issue escalations. Led contractor onboarding and disciplinary processes, contributing to a 95% customer satisfaction rate.

Account Coordinator

Freightquote – Kansas City, MO March 2014 – April 2023

Provided frontline support for client accounts, resolving service issues and enhancing customer experience. Mentored new hires and developed training materials. Delivered process guidance to managers and supervisors.

Education

High School Diploma

Child Development Early Education Montessori Bachelors

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