Customer Service Leader with Logistics & Billing Expertise
Resume:
HM
Helen Maddox
Summary
● Excellent customer service skills (20+years)
● Excellent decision making and analytical skills
● Ability to communicate effectively both orally and in writing
● Ability to resolve customer issues quickly and creatively
● Call center experience
● Knowledge of and experience with corporate mailroom procedures
● Excellent organizational skills
Experience in handling confidential paperwork Dispatcher (10 years experience)
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● Billing, collections and follow up skills
● CDL-B
Work history
Sunnyvale ISD
08/2022 - 03/2026
UT Southwestern - Driver
Dallas, TX
04/2018 - 03/2021
FedEx - Biller Part-time Evenings
Sunnyvale, TX
04/2018 - 12/2018
● Provide safe transport for school children to and from school
● Must have a clean driving record
● Ability to carry out assigned routes on time
Transports staff and patients by shuttle bus or van on scheduled routes connecting on-campus and off-campus locations.
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● Learned multiple routes and filled in on other routes when needed.
● Maintained vehicle operating records and reported needed repairs.
● Billed and processed Bills of Ladings
Maintained files, data entry, answered phones and verified documents and reports
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● Entered freight shipment information into computer system ***********@*****.***
Mesquite, TX 75149
Highlights
● Customer service skills
● Decision making
● Communication skills
● Call center experience
● Corporate mailroom procedures
● Organizational skills
● Confidential paperwork handling
● Follow up skills
● CDL-B
● Time management
● Clean driving record
● Punctual and reliable
Education
01/1971
State of Texas-Department of Public Safety - Customer Service Representative II
Garland, TX
03/2017 - 03/2018
● Proof read and generated new freight bills and/or correct freight bills
● Part-time temporary evening position
● Processed billing information accurately using automated systems. Led initiatives to improve customer satisfaction through accurate billing practices.
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Managed a high volume of invoices, prioritizing workload to meet deadlines and maintain cash flow.
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Researched and resolved billing discrepancies to enable accurate billing.
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● Used data entry skills to accurately document and input statements. Screened application forms to ensure applicant met qualifications and administered oaths as necessary.
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Made and properly interpreted National Driver Records, Problem Driver Pointer System, and Commercial Driver License Information System and other external system inquiries to determine applicant's eligibility for licensing.
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Collected appropriate license fees and prepared receipts; ensured monies received balanced with receipts issued; captured photograph of applicants, their signatures, and their fingerprints.
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Advised applicants of suspensions and revocations, and advised how to take care of this with the State.
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Inspected motor vehicles for safety prior to road tests; verified evidence of financial responsibility; checked for registration and/or reciprocity; and described road test basics to the applicant.
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Prepared daily bookkeeping reports and performed other duties as assigned.
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Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
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Educated customers on policies, procedures, and available services to enhance understanding.
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Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
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Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
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Participated in training programs to enhance product knowledge and customer service skills.
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Addressed customer inquiries to ensure satisfaction and foster positive service experience.
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● Delivered prompt service to prioritize customer needs.
● Responded proactively and positively to rapid change. Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
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Waltrip Sr High School
Houston, TX
High School Diploma: Art
01/2013
Eastfield Community College
Mesquite
No Degree: Health Education
42 Credited Hours
● Honor Roll
AmerisourceBergen Pharmaceutical - Client Support Representative II Richardson, TX
02/2016 - 02/2017
Dallas County Constable, Pct. 2 - Dispatcher/Civil Clerk/Retired Garland, TX
04/2003 - 01/2016
Assist with customer problems such as missed shipments, price adjustments and backorders.
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I frequently work with Field Sales Associates in coordinating special orders, accepting quotations, typing, and manufacturer calls.
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Work with Warehouse Associates, customers and Field Sales Associates to ensure that the order process ran smoothly.
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Processed all phone, fax, mail, e-mail, dropship and verbal orders from pharmaceutical customers.
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Responsible for providing customers with accurate answers to questions and complaints regarding products and services; if unable to provide assistance, escalates customers to Customer Service Supervisor or Manager.
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Perform data entry for purposes such as processing orders, accessing previous orders, special orders, cancelling orders and providing customers with current prices and researching any other inquiries as requested.
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Assist customers with backorders by offering substitutions and alternatives whenever possible, contact manufacturers for delivery information, prices and availability, and changes in stock number.
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Communicate with all departments within the Distribution Center as well as Field Sales Associates.
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● Serve as liaison between customers and Field Sales Associates.
● Used SAP
Provided exceptional customer support, resolving inquiries and issues efficiently.
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Contributed to team goals by consistently meeting or exceeding performance metrics in areas such as first call resolution, customer satisfaction, and productivity.
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Delivered exceptional service, maintaining a high level of professionalism while handling complex customer inquiries.
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Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
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Met customer call guidelines for service levels, handle time and productivity.
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Followed up with customers about resolved issues to maintain high standards of customer service.
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Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
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● Lead dispatcher
● Dispatched deputies to addresses and incidents
● Ran subjects for wanted
● Ran license plates and VIN numbers
● Confirmed warrants with the proper agencies
Answered multi-line phones and used Omnixx, Oracle and Vision Mobile software
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● Processed civil papers and warrants
● Ran daily and monthly reports
Furnished receipts for customers and processed weekly deposits and answered multi line phone system
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Coordinated emergency response efforts, ensuring timely dispatch of law enforcement personnel.
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Managed call prioritization, effectively addressing high-priority incidents first.
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Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
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Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
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Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
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Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
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Promoted teamwork among colleagues by proactively assisting others when needed.
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Maintained updated and detailed records of calls in physical and electronic database.
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Maintained high levels of confidentiality and discretion with sensitive information.
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Personal Information
Driving License: CDL-B
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