Summary
Work History
Education
Skills
Timeline
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Amanda Young

Savannah,GA

Summary

Service-oriented Customer Support Representative with 20+ years of experience in logistics operations talking to customers over phone or by e-mail to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.

Work History

Senior CSR

Container Connection Intermodal
01.2022 - 03.2024
  • Collaborated with cross-functional teams to ensure seamless resolution of customer issues, resulting in better overall service experience.
  • Increased team productivity by providing comprehensive training to new CSRs on company policies and best practices.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
  • Achieved higher customer retention rates with personalized service and follow-up interactions.

Dispatch Coordinator

U.S. Services
04.2018 - 11.2021
  • Mitigated potential conflicts between drivers or customers by acting as a liaison during high-pressure situations.
  • Developed strong relationships with clients by providing consistent updates on shipment statuses and addressing concerns promptly.
  • Streamlined communication between drivers, customers, and management for improved customer satisfaction.
  • Responded to high volume of phone and email requests to provide logistics information.
  • Maintained accurate records of dispatched orders, ensuring efficient billing processes and client satisfaction.
  • Enhanced dispatch efficiency by implementing new routing strategies and optimizing driver schedules.
  • Coordinated daily dispatch operations to ensure on-time deliveries and maximize fleet utilization.

Senior Dispatcher

Miller Transportation
07.2015 - 11.2017
  • Managed a team of dispatchers, ensuring timely and accurate communication between drivers and customers.
  • Maintained detailed records of all dispatch activities, allowing for easy review and analysis of performance metrics.
  • Enhanced employee / driver satisfaction by addressing concerns, providing support, and fostering a positive work environment within the dispatch team.
  • Established open lines of communication between office personnel and drivers through regular meetings or conference calls discussing pertinent topics impacting daily operations at regional levels where appropriate.
  • Enhanced employee satisfaction by addressing concerns, providing support, and fostering a positive work environment within the dispatch team.
  • Ensured compliance with local, state, and federal regulations regarding dispatcher duties, maintaining up-to-date knowledge through ongoing training sessions and industry research.

Local Dispatcher

Robin Hood
10.2012 - 12.2014
  • Assisted in the training of new dispatchers, ensuring a consistent level of service across the team.
  • Collaborated with management to develop strategies for improving overall dispatch efficiency.
  • Reviewed dispatcher processes regularly to identify areas for improvement or optimization opportunities.
  • Served as a valuable resource for both drivers and customers seeking assistance or guidance on various logistical issues.
  • Coordinated with other departments to ensure seamless integration between dispatching activities and wider company operations.
  • Ensured compliance with relevant regulations by diligently monitoring driver hours and vehicle maintenance schedules.
  • Maintained detailed records of dispatched calls, enabling accurate tracking and analysis of performance metrics.

Education

Andrew College
Cuthbert, GA

Armstrong State University
Savannah, GA

Skills

  • Training and mentoring
  • Customer Retention Strategies
  • Complaint Handling
  • Customer Success Management
  • Escalation Handling

Timeline

Senior CSR

Container Connection Intermodal
01.2022 - 03.2024

Dispatch Coordinator

U.S. Services
04.2018 - 11.2021

Senior Dispatcher

Miller Transportation
07.2015 - 11.2017

Local Dispatcher

Robin Hood
10.2012 - 12.2014

Andrew College

Armstrong State University

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Amanda Young