Aaliyah Knox
Warner Robins,Georgia
Summary
Talented Team Leader experienced in directing activities of workgroups as well as dedicated to enhancing employee satisfaction and business success. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills with a diplomatic and friendly approach. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Driver Team Lead
Schneider National
Jeffersonville, GA
01.2022 - Current
- Follow all relevant traffic laws and safety regulations.
- Utilize Google Map and other navigation tools to help plan routes for drivers and stay on schedule.
- Coordinate efficient routes to avoid delays and optimize schedules.
- Communicate with customers to provide delivery updates and confirm delivery locations.
- Provide excellent management, coaching and leadership to drivers to ensure superior customer service and key factor achievement to include but not limited to payroll, driver productivity, asset/equipment utilization, safety, regulatory compliance and auditing.
- Utilize innovation and continuous improvement to streamline processes and practices.
- Challenge the status quo while building partnerships.
- Aiding in the creating and leading the vision of the department/company.
- Establishes solid business relationships and maintains open, accurate and timely two-way communications with drivers.
- Collaborates cross-functionally with departments such as customer service, planning, driver pay, regulatory and safety to identify solutions to daily business challenges.
- May attend daily or weekly customer meetings.
- Coordinates the seamless transfer of drivers to other lines of business or offices as part of a retention solution or driver career development.
- Customarily and regularly direct the work of two or more associates.
- Exercise authority to hire and discharge associates; make suggestions and recommendations as to advancement, promotion or any other change of status of other associates within the department.
- Allocate, supervise and distribute work amongst team members. Execute established leadership processes.
- Provide training to team members on department policies, procedures and processes.
- Receive and respond to team member's complaints and/or concerns.
- Maintain confidentiality of information.
- Create and sustain a high performance environment through leadership processes and actions.
- Be a Catalyst, Multiplier, and Steward.
- Exercise situational leadership.
- Maintain regular and consistent attendance and timeliness.
- Exhibit behavior in alignment with core values at all times.
- Manage 30+ incoming calls, emails, safety per day from drivers and customer.
Sr. CSR
GEODIS CONTRACT LOGISTICS
Savannah, GA
01.2020 - 01.2022
- Connected with customers to address questions and resolve issues through phone and email.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Interacted with customers by phone, email, or in person and receives orders or changes in service.
- Processed and inputs all customer orders and receipts. Runs stock reports to check for product availability.
- Generated all related paperwork and necessary information required for customer work orders, checks all orders for special requests, and posts inventory records.
- Coordinated special, last minute shipping requests with the transportation departments, expediting orders as necessary.
- Traced orders as required and notifies customers of any activity concerning their merchandise, including shipping and tracing information.
- Assured proper invoicing of accounts by verifying computer generated invoices.
- Acted as liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes.
- Performed paperwork associated with orders including the maintenance of customer files.
- Performed clerical work as required including answering phone calls, operating various office machines and computers, corresponding with customers and greeting customers and visitors in the office.
- Maintained current and accurate procedure book which details the processing requirements for each account; prepares any report concerning customer services activities and performs other customer service and company related duties as necessary.
- Notified management of all requested changes from the customer regarding shipping, handling, or administrative characteristics.
- Worked with management regarding product routing for customers.
- Inspected trailers for safety precautious before team load items.
- Managed approximately 30 truckloads daily as well as high volume emails and faxes from customers.
- Helped in lessening miss-shipments and damages going out.
Call Center Agent
ONBRAND24
Savannah, GA
01.2020 - 01.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Addressed customer account discrepancies and concerns.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Maintained and managed customer files and databases.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Maintained user account data by initiating account access and establishing in database.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Automated processes to manage remote network.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Boosted customer service satisfaction ratings through consistent quality control.
- Educated customers on company systems, form completion, and access to services.
- Attended telephone skills and program information training sessions to boost aptitude.
- Processed debit and credit card and electronic check payments.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Approved and terminated customer contracts upon request.
- Managed 70+ incoming calls, emails and faxes per day from customers with a closing rate of 80%
- Helped in lessening the rate of escalated calls.
Shipper, Materials
ARVIN MERITOR
York, SC
01.2018 - 01.2020
- Picked orders, scanned products and packed boxes.
- Coordinated storage locations and product movements.
- Checked shipments against paperwork and signed documents.
- Processed and restocked returns.
- Collaborated with other departments on supply and quality issues.
- Scheduled pickups and deliveries to maintain smooth operations.
- Orchestrated routing by producing accurate shipping documentation and package labels.
- Updated computer tracking system with latest product movements.
- Communicated with vendor representatives to resolve damaged shipments and item shortages.
- Inspected merchandise and sent damaged pieces for repair before shipment.
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
- Verified transactions, product orders and shipping dates and entered information into databases and reports.
- Reviewed order data to verify transactions and shipping dates.
- Completed basic mathematical calculations to check weights and dimensions of shipments.
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Communicated with vendors and suppliers to verify timely delivery of goods.
- Processed invoices and order forms for goods received and shipped for proof of transactions.
- Analyzed data to prepare reports and identify process improvements.
- Sorted and delivered materials to different work areas and staff.
- Utilized forklift or pallet truck to load, unload, transport and store goods.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
- Support commitment to customer by maintaining proficiency in accordance with customer requirements.
- Used stop authority to stop production, if necessary to correct quality problems.
- Demonstrated product knowledge by: Knowing where assemblies are used.
- Monitored the Automatic Shipping Notice (ASN) data to ensure transfer of data and take appropriate action when necessary.
- Managed approximately 30 incoming emails and fax per day from customers.
Lead Teacher
ADLERIAN CHILD CARE CENTER
Columbia, SC
01.2018 - 01.2018
- Planned and implemented different daily activities to enhance overall development and growth of every student.
- Communicated frequently with parents about student growth and progress, recommending at-home reinforcement to support struggling students.
- Maintained patience and level-headedness in diverse situations to support student development and personal growth.
- Conferred with parents about student progress to boost family involvement and enhance student support.
- Organized rooms in line with current educational thinking to maximize educational opportunities for students.
- Designed lesson plans for teaching staff and worked closely with administration for compliance with state curricula.
- Developed and optimized rich learning environment by capitalizing on diverse engagement strategies and enriching teaching techniques.
- Worked one-on-one with students and student teachers to increase overall classroom success.
- Chose optimum curriculum for each class and devised creative daily lesson plans to meet requirements and needs of different learners.
- Guided student teachers and teaching aides in classroom management, leading by example and thoroughly answering questions.
- Maintained detailed records of attendance, test scores and assignment grades for each student to identify trends and rectify issues.
- Observed and recorded teacher methods to suggest improvements and increase student interest.
- Oversaw work of teaching team to optimize student education.
- Increased student involvement in program offerings through strategic redesign of program processes and methods.
- Designed training program to teach new teachers school guidelines and increase overall success.
- Taught student classrooms with varying teaching methods and elevated average GPA.
- Coordinated field trips for classes and wrote detailed itineraries for student safety.
- Introduced new software into classrooms, enhancing student comprehension and improving test scores.
- Created after-school program to enhance student involvement in school processes.
- Overseen approximately 20 children at once.
Education
B.S. BIBLE AND COMMUNICATIONS -
COLUMBIA INTERNATIONAL UNIVERSITY
Columbia, SC01.2017
Skills
- Appointment Scheduling
- Revenue Generation
- Equipment Operation
- Strategic Planning
- Problem-Solving
- Database Management
- Customer Service
- Route Management
- Confidentiality Understanding
- Business Management
- Equipment Monitoring
- Punctual and Reliable
- Staff Development
- Time Management
- Customer Rapport
- Transportation
- Safety Management
- Traffic Law Observation
- Schedule Management
- Relationship Building
- Attention to detail
- Patience and understanding
- Record keeping
- Load securing
- Conflict resolution
- Professionalism
- Effective communication
- Accident prevention
- Teamwork and collaboration
- Accident Reporting
- Decision Making
- Results Orientation
- Diversity and Inclusion
- Microsoft Outlook, Word and Excel
- WMS
- Written Communication
- Flexible and Adaptable
- Calm Under Pressure
- Analytical and Critical Thinking
- Supervision and leadership
Certification
- Forklift Operator, 08/01/2019-Current
- Adult CPR/AED, 11/27/2017-11/27/2019
- Pediatric CPR and First Aid, 11/27/2017-11/27/2019
- CPI Blue Card, 11/27/2017-11/27/2018
- SLED Card, 12/19/2017-12/19/2018
Accomplishments
- Traveled overseas to Costa Rica for a mission's trip and also played basketball against their national teams
- Administered children from infant to preteen for several summers and terms
- Produced, created and recorded several Christian songs for Church and youth events
- Experienced coaching and leading youth teams to many victories
- Experienced being the captain of many basketball teams consecutively
- Administered, organized and created entertaining extracurricular activities for youth groups
- Organized, created and led many lesson plans and learning activities for youth classes
- Organized, created a spreadsheet on safety
- Organized, created communication word documents that agents could access to help with any questions
- Overseen the production line and made necessary calls if a shutdown was needed
- Helped in lessening miss-shipments and damages going out
- Received 50+ Calls on a daily basis, with a closing rate of 80%.
- Helped in lessening the rate of Escalated calls
- Received in 72 customers in one day
- Successful days without any mis shipments
- Received star award for outstanding work in the company
- Received 5 Star award 3 months consecutively
- Remain in compliance with the company
Timeline
Driver Team Lead
Schneider National
01.2022 - Current
Sr. CSR
GEODIS CONTRACT LOGISTICS
01.2020 - 01.2022
Call Center Agent
ONBRAND24
01.2020 - 01.2020
Shipper, Materials
ARVIN MERITOR
01.2018 - 01.2020
Lead Teacher
ADLERIAN CHILD CARE CENTER
01.2018 - 01.2018
B.S. BIBLE AND COMMUNICATIONS -
COLUMBIA INTERNATIONAL UNIVERSITY