Alexus Bundrage
Conyers,GA
Summary
Dynamic Customer Experience Specialist with a proven track record of delivering exceptional service and building strong client relationships. Experienced in handling customer inquiries, resolving issues, and providing support in fast-paced environments. Skilled in customer service, effective time management, and problem-solving. Adept at multitasking, collaborating with teams, and adapting to new challenges. Proficient in Microsoft Office and possessing strong communication skills. Excited to leverage my expertise to drive customer satisfaction and contribute to the success of a forward-thinking organization.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Home Depot
09.2023 - Current
- Managed 50+ high-volume incoming phone calls daily, ensuring prompt response and resolution to customer inquiries
- Cultivate enduring relationships with client accounts through proactive and engaging communication, fostering trust and loyalty
- Elevated customer service standards by consistently delivering exceptional support to clients, resulting in increased satisfaction and retention rates
- Leveraged variety of systems and tools to efficiently address customer needs and enhance overall service delivery
- Streamlined customer interactions by promptly responding to inquiries and providing comprehensive information on products, services, and promotions, contributing to enhanced customer satisfaction and increased sales opportunities.
Issue Resolution Representative
Molo Solutions
06.2022 - 03.2024
- Provided consistent support throughout entire lifecycle of escalated incidents, accessorials, and claims, demonstrating dedication to client satisfaction and operational excellence
- Resolved and closed incidents with loads, and ensured operational excellence by leveraging strong problem-solving skills
- Facilitated effective communication between internal teams and external stakeholders, including carriers and customer groups, to streamline operations and address issues promptly
- Achieved 70% reduction in out-of-pocket costs by auditing all loads and rectifying accessorials to address discrepancies, resulting in significant cost savings and improved operational margins
- Conducted periodic audits of loads to detect and address suspicious activity, safeguarding against potential losses and maintaining compliance with industry regulations.
Account Coordinator
Stord
11.2021 - 06.2023
- Spearheaded various aspects of shipment lifecycle, including customer interaction and load creation, ensuring seamless operations and customer satisfaction for 10+ different customers
- Orchestrated transportation arrangements, staff scheduling, and deliveries to meet customer demand with unparalleled on-time performance, resulting in enhanced service quality and client retention
- Developed strong relationships with customer contacts and facilities, enhancing communication and partnership to drive account success and revenue growth
- Negotiated transportation rates with shippers to optimize business economics and ensure profitability, contributing to improved financial performance
- Implemented strategies to meet and exceed customer key performance indicators, driving satisfaction and loyalty
- Monitored transportation market rates to secure competitive truckload capacity, tracked and traced shipments to ensure on-time service delivery, and maintained high level of responsiveness to customer needs.
Operations Specialist / Training Mentor
Convoy
01.2019 - 11.2021
- Cultivated dynamic collaborative ecosystem, nurturing teamwork and synergy among internal and external stakeholders, resulting in substantial surge in productivity and cohesion
- Addressed escalation involving unruly drivers at customer facility, preserving customer satisfaction and ensuring smooth continuation of partnership through swift apology, reassurance, and proactive measures to prevent future incidents
- Facilitated seamless communication and alignment of objectives by coordinating customer shipment needs between internal teams and external partners, ensuring optimal service delivery
- Achieved streamlined logistics operations by effectively scheduling appointments for shipments with facilities, resulting in enhanced timeliness and efficiency
- Maintained high standards of professionalism and compliance by conducting thorough quality checks on all documentation for accuracy and data integrity
- Enhanced operational efficiency and ensured reliable transportation services by developing strong relationships with carriers
- Played pivotal role in successful integration of new hires into team during training, providing guidance and support to facilitate their professional development
- Established long-term partnerships and customer satisfaction by engaging with clients to understand and fulfill their business needs.
Education
Some College (No Degree) - Biology
Georgia State University
Atlanta, GASkills
- Customer Relationship Management (CRM)
- Appointment Scheduling
- Teamwork
- Customer Satisfaction
- Data Analysis
- Logistics Management
- Scheduling
- Decision Making
- Zendesk
- Operational Excellence
- Supply Chain
- Team Collaboration
- Supply Chain Optimization
- Time Management
- Communication Skills
- Problem Solving
- Customer Service
Timeline
Customer Service Representative
Home Depot
09.2023 - Current
Issue Resolution Representative
Molo Solutions
06.2022 - 03.2024
Account Coordinator
Stord
11.2021 - 06.2023
Operations Specialist / Training Mentor
Convoy
01.2019 - 11.2021
Some College (No Degree) - Biology
Georgia State University