Customer Service Project Management

Taneka Wiggins

P.O. Box **** Marietta, GA ***** 404-***-**** ********@*****.***

Qualifications Summary

Business Professional with over 25 years of experience in Administration, Account Management, Collections, and Customer Service Management. Class A Commercially Licensed as well.

Skills

Leadership, Business and Project Management, Interpersonal Communication and Development, Microsoft, Word, Excel, PowerPoint, and Outlook.

Education

Master of Business Administration and Management ~ Georgia Southern University

Bachelor of Science ~ Florida State University

Associate of Arts in Communications ~ Tallahassee Community College

Professional Experience

Ryder Systems, Inc. 2018-2020

Customer Service Coordinator/Roswell

Provide excellent customer service to every caller

Follow all internal processes and procedures

Manage all fleet breakdowns and scheduled maintenance for over 25 Fortune 500 companies

Improve the quality and consistency of customer communications and ensure customer's expectations are met

Work to document all customer interactions and conversations via the case management system while upholding the quality standards of the department

Exceed all expectations of the business as well as the customer

Work diligently and, effortlessly as a team player always

United Parcel Service, Inc. (UPS) 2015-2017

Cube Utilization Supervisor/Atlanta

Oversee the utilization for the entire South Atlanta Hub

Increased target load utilization from 30% to 75-85%, exceeding goal of 70%

Decreased number of trailers used by at least 2 trailers per target load (over 40 targeted loads, approximately $3000/trailer)

Facilitate training programs for new hires/trainees

Supervised over 190 employees to ensure proper cube utilization

Manage the load quality of all loads to make sure the required methods are used

Perform analysis audits on 199 loads to ensure proper regulations

Audit inbound doors (1-47) and outbound doors (48-199) daily to monitor quality of freight coming in as well as going out

Run audit reports daily for F/T Managers to show progress of their individual areas

Meet with Sort and Division Manager weekly to discuss, plan, and review hub load quality and volume

Implemented incentives and reward programs to show appreciation and recognition

Metropolitan Atlanta Rapid Transportation Authority 2013-2014

Professional Bus Operator/Atlanta

Transport passengers to and from their desired destinations

Maintain customer care, safety, as well professionalism in every stride

Adhere to all county, state, and MARTA safe driver regulations

Inspect all emergency equipment, operating tools, and vehicle daily

Exceptional customer service when working with customers, clients, and all passengers

Comcast 2012

Repair/Billing Customer Service Executive 1-Atlanta

Assist customers with technical repair of communications and broadcasting equipment

Assist customers with ordering and installation of services

Handle payment of accounts via credit card or check

Collections (1st, 2nd, and 3rd party billing)

Assign technical service appointments for restoration/repair of services

Assist customers with troubleshooting techniques to improve quality of service

RYLA/Alorica 2011-2012

Customer Service Agent

Manage billing accounts for wireless service customers

Maintain Grade “A” customer service

Assist with technical, purchasing, invoicing, and sales

Consistently maintain 100% retention record

Multi-task using high performance computer software, database, inbound/outbound call queue

Sears – Marietta, Georgia 2009-2010

Sales Associate

Maintain knowledge of current sales and promotions, policies regarding payment and exchanges

Open and close cash registers, separating charge slips, balancing cash drawers, and making deposits

Recommend, and help locate or obtain merchandise based on customer needs and interest

RYLA Teleservices, Inc. – Kennesaw, Georgia 2008-2009

Customer Care Agent

Confer with customers by telephone to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints

Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken

Florida Agricultural and Mechanical University – Tallahassee, FL 2004-2005

FAMU/Assistant Coordinator of Graduate Programs

Determine the scope of educational program offerings, and prepare drafts of course schedules and descriptions to estimate staffing and facility requirements

Plan and develop instructional methods and content for educational, vocational programs

Tallahassee Developmental Rehabilitation Center 2003-2004

Facility Supervisor

Arrange for physical, mental, academic, vocational, and other evaluations to obtain information for assessing clients' needs and developing rehabilitation plans

Confer with physicians, psychologists, occupational therapists, and other professionals to develop and implement client rehabilitation programs

Florida State University – Tallahassee, FL 2000-2002

Senior Administrative Assistant

Provided secretarial duties to the Director of Pepper Institute on Aging

Supervised work study students

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