Logistics-Savvy Call Center and Admin Pro
Resume:
Summary
Skills
Experience
Laura Robinson
Irvine, CA 92612
*********@*****.***
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. High customer satisfaction Adept at working effectively unsupervised, quickly mastering new skills and building brand reputation. Customer service
Time Management
HIPAA Compliance
Continuous Improvement
Excellent Communication
Adaptability
Written Communication
Reliability
Self Motivation
Professionalism
Team Collaboration
Analytical Thinking
Product Education
Product Promotion
Business development understanding
Adaptive team player
Problem Resolution
Product Sales
Customer Education
High-energy attitude
Critical Thinking
Attention to Detail
Goal Setting
Business development
RCS Delivery (Azenta Labs contractor) May 2022 to Current Medical Specimen Courrior
Irvine, CA
Ensure timely collection of medical samples located on campus (UC) maintaining strict adherence to cut-off times for pickups
Coordinate effectively with fellow couriers for the daily exchange of specimens facilitating a seamless inter-county logistics flow
Drove 100+ miles dailey for specimen drop at Azenta labs in Sandiego Used QR code scan system to accurately document pickups into database Executed consistent and punctual transportation of specimens ensuring safe and reliable delivery. Coordinated delivery of medical specimens to appropriate laboratory facilities. Verified orders for accuracy before deliveries were made. Provided exceptional customer service during interactions with clients. Adhered to HIPAA regulations when handling sensitive materials. Maintained detailed logs of all deliveries including dates, times, locations. Responded quickly to any changes or requests from dispatch personnel. Demonstrated leadership by making improvements to work processes and trained new hires on routes Planned and completed group meet ups dailey for exchange, working smoothly with others. Provided excellent service and attention to customers when face-to-face or through phone conversations.
Motivated and encouraged team members to communicate more openly and constructively with each other.
Exceeded customer satisfaction by finding creative solutions to problems. Collaborated with others to discuss work efficiency and over all improvements implemented feedback from others creating an improved team and work flow Curri. May 2020 to Current
Delivery Driver
Los Angeles, CA
Ensure accurate and complete order preparation prior to dispatch, with meticulous attention to detail in loading, organization, and security of equipment and orders Provide timely and efficient delivery of construction materials, parcels, parts, and components, contributing to high customer satisfaction and positive brand image Maintain effective communication with customers and suppliers to facilitate seamless and punctual delivery services
Demonstrate extensive knowledge of navigation and GPS systems, coupled with the maintenance of vehicle to uphold delivery standards and operational efficiency. Ensured accurate completion of all paperwork associated with deliveries. Loaded, secured, and unloaded cargo in a safe and timely manner. Verified accuracy of items loaded onto truck against shipping documents. Communicated regularly with dispatch regarding any delays or issues encountered on routes. Transported and safely delivered items to prevent damage or loss. Handled customer service complaints with utmost professionalism and knowledgeable responses. Grouped and routed deliveries according to designated areas to maintain efficient delivery times. Delivered rush merchandise on tight schedules to meet customer targets. Checked shipping papers to determine nature of load and presence of hazardous materials. RAPIDUS May 2021 to April 2023
Delivery Specialist
Los Angeles, CA
Conduct urgent, scheduled, and multi-stop deliveries with strict adherence to timelines, ensuring high levels of customer satisfaction
Manage the safe and efficient transport of medical specimens, including COVID-19 test samples, to laboratory facilities, following all protocols
Maintain HIPAA compliance during the handling and delivery of sensitive medical parcels to safeguard patient privacy and data security.
Verified orders for accuracy before deliveries were made. Provided exceptional customer service during interactions with clients. Ensured timely pick up and delivery of packages within designated time frames. Managed multiple routes concurrently while meeting all deadlines. Responded quickly to any changes or requests from dispatch personnel. Followed established protocols when transporting hazardous materials. Picked up medical specimens from local care providers for delivery to laboratory. Coordinated parcel delivery using strong time management skills. Scanned in items packages to database
Obtained official signatures and required documents Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Quality Care Termite & Pest Control August 2014 to January 2019 Customer Service Administrative Assistant
Mission Viejo
Provided comprehensive administrative support through meticulous generation of inspection reports and quotes, effective scheduling of inspections, coordination of crew work, and diligent management of pesticide use documentation, while maintaining prompt and professional communication via telephone and email.
Trained employees on how to use software applications properly. Reviewed service contracts for accuracy before signing off on them. Maintained customer records and updated them as necessary. Answered incoming calls promptly and professionally. Resolved customer complaints quickly and efficiently Handled telephone inquiries regarding appointments and work in process. Used knowledge of services to recommend additional products to customers. Explained amount for expected services and provided detailed answers to customer questions. Calculated materials, supplies and labor costs to develop estimates and prepare work orders. Examined records to verify warranty and service contract coverage. Performed wood destroying insect reports for real estate transactions. Prepared written estimates for treatment services based on inspection results. Educated customers about preventative measures
Maintained knowledge and adhered to state rules and regulations. Provided educational information about pesticide safety regulations to customers or clients. Maintained updated knowledge through continuing education and advanced training. Displayed strong telephone etiquette, effectively handling difficult calls. Assisted with accounts receivable activities such as invoicing, collections, and deposits. Reviewed customer accounts to ensure accuracy of billing information and payment terms. Researched discrepancies between invoices, purchase orders, packing slips Assisted with payroll processing by entering employee hours into the system. Managed daily bookkeeping functions with attention to accounts receivable, accounts payable, and disbursements.
Verified and posted account transactions
Vesystems (The Toll Roads Corporate) April 2012 to August 2018 Customer Service Representative
Irvine, CA
Processed a high volume of customer disputes received via email, web, and written correspondence, ensuring accurate and timely resolutions
Maintained customer accounts and addressed violations, tickets Managed an average of 90-100 inbound calls daily, establishing new accounts and delivering precise information to customers.
Developed effective working relationships with team members across multiple departments. Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues. Resolved customer complaints in a timely manner to ensure customer satisfaction. Processed orders, forms, applications, and requests accurately and efficiently. Maintained records of customer interactions, transactions, comments, and complaints. Monitored call queues in order to keep wait time minimal on incoming calls Maintined high levels of professionalism while interacting with customers via phone or email. Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Maintained strong call control and quickly worked to address problems. Updated customer accounts, addresses and contact information within call management databases. Engaged actively with callers, confirming or clarifying information and diffusing anger. Offered resolutions to de-escalate calls and solve customer issues. Met or exceeded call speed, accuracy and volume benchmarks on consistent basis. In house promotion to customer relations team handling all emailed inquiries and responding clearly and efficiently
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Coordinated team activities and delegated tasks to ensure efficient completion of projects. Developed strategies for problem solving and conflict resolution among team members. Maintained a positive work environment that promoted collaboration between team members. Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
Mentored newly hired employees on phone etiquette, operations and implemented training procedures Maintained positive working relationship with fellow staff and management. The Doggy Spa January 2010 to March 2013
Receptionist and Bather
Irvine, CA
Greeted customers and assessed their pet's needs.. Bathed animals using appropriate shampoos, conditioners, and tools. Answered telephone addressing customers needs.
Scheduled/ booked appointments
Clipped nails, cleaned ears, and brushed teeth according to grooming standards Educated customers about proper care techniques for their pet's coat type. Recorded customer information into database accurately after each appointment. Followed all safety protocols while handling pets in order to prevent injury or harm Bathed and groomed dogs of various breeds and sizes according to customer instructions. Communicated with customers regarding their pet's needs and recommended additional services or products when necessary.
Developed positive relationships with customers through friendly interactions both over the phone and in person.
Evaluated animals before releasing them back to owners; discussed any issues that arose during the session with owner if needed.
Organized appointments so that multiple pets could be serviced efficiently without compromising quality of service provided.
Handled pets with gentle demeanor to help animals feel calm and secure. Made follow-up phone calls to remind customers of upcoming appointments. Promoted grooming services, packages and products to customers to increase store sales. Processed customer payments using cash registers or point-of-sale terminals Adhered strictly to all local laws pertaining to animal care and handling while providing services. SOLO Termite Control & Repair October 2007 to December 2012 Administrative Officer
Lake Forest, CA
Managed high-volume communications by efficiently handling more than 75 daily phone calls, ensuring consistent accessibility and prompt response to client inquiries Contributed to regulatory compliance by accurately typing and submitting state-mandated reports on chemical usage
Coordinated and scheduled a diverse array of services, including fumigations, contracting work, and pest control treatments, optimizing the company's operational workflow. Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel. Performed data entry tasks into various computer systems accurately and promptly. Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies. Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
Coordinated with vendors for repairs and maintenance of office equipment such as printers or computers.
Education and Training
Certifications
Organized conference room reservations for meetings or events. Prepared welcome packages for new hires containing relevant paperwork and other important details. Maintained an organized filing system of confidential client information in accordance with company policy.
Scheduled and confirmed appointments.
Answered and directed incoming calls using multi-line telephone system. Served visitors by greeting, welcoming and directing to appropriate personnel. Maintained daily calendars, set appointments with clients and planned daily office events. Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
Transmitted information or documents to customers through email, mailings or facsimile machine. Investigated and analyzed client complaints to identify and resolve issues. Composed and prepared routine correspondence, letters and reports with job-related software. Bethel Ministry College June 2010
Certificate : Missionary Studies
Redding, CA
Woodbridge High School
High School Diploma
Irvine, CA
Orange Coast College
Some College (No Degree): Accounting And Business Management And Advanced Spanish Costa Mesa, CA
Cornell University
Some College (No Degree): Blockchain, Cryptocurrency And FinTech Online Course
Hippa, Rcs delivery 2020
Driver's License N/A
Contact this candidate