Quessie Wilkerson
Jacksonville,FL
Summary
“With over 20 years of experience in customer service and 15+ years as a BDC and Sales Manager, I bring a proven track record of driving sales growth, optimizing processes, and leading high-performing teams in fast-paced environments. Certified as a Remote Military Logistic Coordinator, I combine expertise in business development with meticulous logistics management to ensure seamless operations and exceptional customer satisfaction. Skilled at building strong client relationships and implementing strategic initiatives, I am dedicated to delivering measurable results and enhancing organizational performance.”
Overview
16
16
years of professional experience
Work History
Logistics Coordinator
Suddath Global Logistics
02.2024 - Current
- Coordinated with suppliers to ensure timely delivery of goods, minimizing stockouts.
- Managed cross-functional teams for efficient project execution and timely completion.
- Improved order accuracy through meticulous data entry and verification processes.
- Trained 20-25 new employees on logistics procedures, promoting consistent approaches.
- Collaborated with sales and customer service teams to address client concerns and expedite orders when necessary.
- Established effective communication system between departments involved in logistics coordination ensuring seamless information flow.
- Tracked orders and notified customers of status or potential delays.
- Generated documentation and information required for customer shipments.
- Coordinated shipments and tracked progress to facilitate timely delivery.
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
- Built and established relationships with staff and vendors.
- Monitored performance of logistics operations to identify areas for improvement.
- Analyzed customer requirements and provided customized logistics solutions.
BDC MANAGER
Langdale Ford
10.2018 - 12.2023
- Developed proficiency with features of BDC CRM software to input and track communications
- Conducted multi-channel communication with customer via email, phone and website
- Acquired complete knowledge of product information related to makes and models of dealership inventory to mentor customer service department effectively
- Maintained current schedule and payroll of up 15 BDC Agents, and assignment of customer to up 20 Sales Associates.
- Scheduled service appointments at customer convenience, building rapport and maintaining client relationships
- Met pre-set guidelines for weekly appointments, shows and outbound calls
- Hired and trained staff members oversaw department teams, and delegated assignments to employees according to skill sets
- Performed SEO on dealership websites increasing traffic
- Resolved information access issues, troubleshooting to improve customer and internal data entry and access
- Documented work processes, project initiation, production, and updates to assist creation of change management policies
- Performed proactive outbound calls to schedule regular maintenance, recall notifications and preventive services
- Followed BDC scripts and guidelines for inbound and outbound calls
- Lowered online marketing cost by evaluating lead source conversions rates and impact on key performance indicators.
- Logged customer comments in dealer management system for follow-up.
- Posted appointments on internal board to notify sales department.
OPERATIONS MANAGER
Fresh Beginnings Inc, /CDK
03.2013 - 05.2018
- Managed company operations overseeing profit and loss, scheduling, training, and inventory control.
- Managed implementation of standard operating practices.
- Executed quality assurance strategies to foster positive customer experiences.
- Strengthened management communication by instituting motivational practices.
- Managed recruitment, hiring, and training of team members.
- Created SOPs to streamline workplace processes.
- Provided detailed performance evaluations to leadership team.
- Analyzed data through KPIs and metrics to measure efficiency.
- Executed employee assessments and documented results.
- Compiled customer satisfaction data from feedback forms and correspondence.
- Educated staff on effectively responding to shifting client expectations.
- Evaluated and motivated personnel to enhance performance.
- Supplied precise documents upon request from management.
- Developed operational best practices utilizing audits and feedback from project management team.
- Collaborated with team leaders during quality audits.
- Provided senior leadership with daily reports that advised on necessary corrective actions and enhancements.
- Developed capable teams to fulfill operational and manufacturing needs.
- Created metrics to evaluate strategic goals and track advancements.
CSR
Fresh Beginnings Inc.
02.2009 - 02.2013
- Addressed escalated customer issues while staying calm and friendly.
- Highlighted exclusive deals and promotions to potential clients.
- Stayed informed about latest promotional campaigns, exchange procedures, payment rules and safeguarding measures.
- Supported customers with processing payments to resolve outstanding balances.
- Managed customer issues and questions, prioritizing quick resolutions.
- Implemented procedures to boost customer satisfaction.
- Delivered exceptional service to both new and returning customers by addressing concerns promptly.
- Conducted detailed questioning for determining service necessities before logging details electronically.
- Identified critical factors to boost client loyalty.
- Resolved customer inquiries via 100 inbound calls, chats, and emails.
- Established and enabled new client profiles.
- Enhanced service efficiency to decrease customer waiting periods.
- Communicated customer feedback to cross-functional teams to enhance products and services.
- Guided new hires on company policies and practices.
- Facilitated comprehensive onboarding to ensure understanding of company procedures.
- Maintained productivity levels above company standards regularly.
- Utilized sales skills to enhance product promotion.
- Implemented innovative strategies to meet and exceed customer expectations.
Education
Some College (No Degree) - Nursing Practice
Abraham Baldwin College
Tifton, GACertified Customer Service Professional (CCSP) - Customer Service
Wiregrass Georgia Technical College
Valdosta, GA05.2015
High School Diploma -
Brooks County High School
Quitman, GA06.1989
Skills
- Communication Skills
- Problem-Solving Skills
- Product Knowledge
- Time Management
- Conflict Resolution
- Adaptability
- Technical Proficiency
- Teamwork
- Operational Processes
- Internet Sales Management
Education
Quitman, GA,Tifton, GA
Contact
Jacksonville , FL 32246
Timeline
Logistics Coordinator
Suddath Global Logistics
02.2024 - Current
BDC MANAGER
Langdale Ford
10.2018 - 12.2023
OPERATIONS MANAGER
Fresh Beginnings Inc, /CDK
03.2013 - 05.2018
CSR
Fresh Beginnings Inc.
02.2009 - 02.2013
Some College (No Degree) - Nursing Practice
Abraham Baldwin College
Certified Customer Service Professional (CCSP) - Customer Service
Wiregrass Georgia Technical College
High School Diploma -
Brooks County High School
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