Logistics Customer Service Supervisor
Resume:
Sondra
Hood
Sondra Hood
*************@*****.***
Skills
• Customer service focused; ability to resolve customer's issues through empathy and understanding
• Detail oriented with strong record keeping abilities
• Proficient in MS Office, MS Excel, Teams, Zoom, and Outlook
• Quick learner who thrives in a fast paced work environment
• Excellent communication skills, both written and verbal.
• Typing speed of 75 - 80 wpm
• A self-starter who is resourceful and goal-oriented
Knowledgeable and dedicated customer service professional with extensive experience in the logistics industry seeking a position with an established logistics company. Strong dedication to leading a team in helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with customers.
XPO Logistics / Customer Service Supervisor
October 2015- October 2023, Phoenix, AZ
●Coordinate and supervise the daily activities of the local CSR team to achieve a superior level of customer satisfaction; ensure customer service standards and procedures are followed
●Work directly with customers to research and resolve complex customer inquiries; identify root causes and develop effective solutions
●Act as the escalation point for customer care, both internally and externally
●Hire, motivate and develop direct reports; promote a high level of employee engagement
●Support and occasionally fill in for CSRs in the service center or district
●Ensure customer expectations are met and always act with the customer’s best interest in mind; advocate for best-in-class customer experiences and a customer-focused culture
●Research, develop and monitor metrics and key performance indicators; provide appropriate reporting to senior management
●Proactively work with Operations, Sales, Marketing and Communications to continuously improve business practices and processes
Conway Freight / Customer Service Representative
January 1987 - October 2015, Phoenix, AZ
●Provided excellent customer care by following through on requests from potential clients and long standing customers, alike.
●Responded to customer requests, offering excellent support and tailored recommendations to address needs.
●Exhibited high energy and professionalism when dealing with clients and staff.
●Daily communication with customers, freight forwarders, carriers, and brokers regarding relevant issues and resolutions.
●Communicated with dispatchers, warehouses, and customers regarding outgoing / incoming orders.
●Tracked and traced all containers from vessel to delivery.
●Email customers with shipping updates.
●Promote superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
●Trained new personnel regarding company operations, policies and services.
●Responded proactively and positively to rapid change.
●Provide elevated customer experience to generate loyal clientele.
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