Customer Service Experience

Antoinette Bailey

Austin, TX *******************@*****.***

Remote-Ready Customer Service & Client Experience Specialist Professional Summary

Client-focused and solution-oriented professional with 13+ years of experience providing exceptional customer service, logistics coordination, and vendor support in high-pressure, fast-paced environments. Skilled in resolving complex customer issues, maintaining high satisfaction levels, and supporting smooth operations across remote platforms. Proven track record of strengthening relationships with clients, vendors, and internal teams while streamlining communication, improving fulfillment accuracy, and enhancing the overall customer experience. Ready to deliver results in a remote or hybrid work environment using strong communication, adaptability, and multitasking skills.

Core Competencies

● Remote Customer Service & Phone Support

● Conflict Resolution & De-Escalation

● Order & Delivery Issue Resolution

● CRM & Communication Tools (Zoom, Slack, Google Workspace)

● Vendor & Client Relationship Management

● Data Entry & Document Accuracy

● Shipment Tracking & Status Updates

● Process Improvement & Issue Escalation

● Empathy-Driven Customer Care

Professional Experience

Customer Support & Logistics Coordinator (Remote-Ready) Various Carriers: Werner, Schneider, Prime, Swift, KLLM, YTM, Drina Transit Austin, TX August 2012 – June 2025

● Delivered consistent, reliable service to high-profile clients (Costco, Walmart, Home Depot, Samsung) by meeting strict delivery schedules and resolving order or shipment issues in real-time.

● Acted as a liaison between vendors, dispatchers, and clients—ensuring clear communication and proactive updates to prevent delays or miscommunications.

● Handled escalated situations with professionalism, maintaining customer satisfaction through quick thinking and collaborative problem-solving.

Maintained a 98% on-time delivery rate while navigating unexpected changes, delays, or client conflicts—earning recognition from brokers and clients alike. Monitored live shipment status using ELD tools and communicated updates to brokers and clients to maintain trust and transparency.

Owner Customer Experience & Vendor Relations Manager Baseway LLC – Austin, TX

July 2023 – February 2025

● Built a customer-first logistics business from the ground up, coordinating with brokers, drivers, and clients to ensure smooth delivery and high satisfaction rates. Served as the primary point of contact for customer concerns, contract questions, and load updates—resolving disputes before escalation.

● Used virtual tools to manage schedules, update load statuses, and track compliance documentation, ensuring a streamlined remote workflow.

● Implemented feedback loops with clients and vendors, improving service quality and repeat business by 25%.

● Trained remote partners and collaborators in client communication standards to ensure a consistent, respectful tone in all interactions.

Technical Skills

Google Workspace Zoom Slack Microsoft Excel (Basic) Document Tracking CRM Platforms (Familiarity) Qualcomm ELD Omnitracs Motive (KeepTruckin) Remote Collaboration Tools Education

Bachelor of Arts in English – Multicultural Literature SUNY College at Old Westbury

Home Office Setup

High-speed internet Quiet workspace Familiar with remote call platforms & chat systems

Contact this candidate