Customer-Focused Operations Manager with CRM

Summary: With ten years of experience excelling in communication and time management, I am eager to embrace a new challenge in a dynamic, customer-focused role. I am confident in my fit for this role, backed by a proven history of effective communication with diverse teams and clients. My strengths include conflict resolution, CRM expertise, and process improvement, all aimed at delivering efficient, customer-focused outcomes.

Relevant Experiences

Cross functional, Salesforce, white-glove service, Tier 1, Tier 2, Escalation Management, QA, customer success, manager, leadership, phone, email, chat, call center

Satisfaction Hauling/STL Topsoil/Winter Brothers ~ OPERATIONS MANAGER ~ Sunset Hills, MO. ~ July 2025-Present

Delivered exceptional customer service to both commercial contracting clients and walk-in customers, ensuring prompt issue resolution and a positive customer experience.

Managed ticketing, transaction processing, and customer account activities using FastWeigh software, including handling refunds and resolving billing inquiries.

Coordinated and dispatched multiple drivers through dispatch management software, maintaining efficient communication and on-time service delivery.

Developed and authored the company's complete employee handbook and operational procedures manual from the ground up, establishing standardized policies, workflows, and customer service expectations for a newly formed organization.

Operated heavy equipment, including CAT front loaders, while maintaining safety, efficiency, and adherence to company procedures.

Served as a key point of contact between customers, drivers, and operations staff, ensuring seamless service execution and customer satisfaction.

Bancroft and Sons Transportation ~ Truck Driver ~ St. Louis, MO. ~ May 2019 - Dec. 2024

Managed route planning to ensure efficient travel while complying with federal regulations and company policies.

Maintained clear communication with dispatch, management, and clients to ensure successful deliveries and promptly addressed any on-road issues.

Received the Million Mile Safe Driving Award for driving over 1,000,000 miles without an accident.

JB Hunt Transportation ~ Truck Driver ~ St. Louis, MO. ~ Oct. 2015 - May 2019

●Transported beer from St. Louis to Budweiser distribution centers within a 300-mile radius, ensuring adherence to federal regulations and company policies.

●Managed route planning and logistics, optimizing travel efficiency and maintaining communication with dispatch, management and clients to address any issues.

●Developed and applied strong time-management skills to meet delivery deadlines while maintaining safety standards.

Ameren ~ HR Administrator ~ St. Louis, MO. ~ May. 2013 - Oct 2015

Recognized for streamlined operations and enhanced efficiency by onboarding, management of classified records and innovation for system implementation.

Oriented over 160 employees, improved policy adherence processes, and ensured clear communication of workplace policies.

Managed and organized over 100 highly classified records, maintaining data accuracy and confidentiality.

Created and implemented a parking system, streamlining property security and enhancing operational efficiency.

Relevant Technical Skills - Expertise in customer service and client relationship management, customer issue resolution, billing inquiries and refund processing, ticketing and transaction management, vendor and client relations, cross-functional team coordination, dispatch management, transportation and logistics coordination, route planning and scheduling, operations management, process improvement, policy and procedure development, employee onboarding and training, employee handbook creation, records management, DOT and FMCSA regulatory compliance, data entry and database management, FastWeigh Software AKA a CRM Tool, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), and heavy equipment operation.

Education

●Diploma ~ Graduated: June 2003 ~ La Sierra High School ~ Riverside, CA.

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