Amber Jenkins
Customer Account Specialist
Covington,Georgia
Summary
Results-driven Customer Account Specialist with over four years of experience delivering operational excellence to customers, carriers, and suppliers. Backed by more than a decade of expertise in customer service, I bring a deep understanding of client interactions. I played a key role in a significant volume increase for a $22 million RFP. I am a collaborative problem-solver well-versed in customer service, the truckload industry, equipment options, and regulatory landscape. Specializing in crafting efficient solutions, monitoring workflows closely and foster continuous improvements. My strengths lie in keen attention to detail, meticulous organization and adeptness at thriving in fast-paced environments.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Driver Onboarding Representative
CloudTrucks
06.2024 - Current
- Consistently exceeded monthly driver recruitment targets by 125%.
- Built and maintained genuine and strong relationships with drivers, leading to numerous referrals.
- Guided drivers through all stages of the onboarding process, from initial contact to completion.
- Conduct phone interviews to evaluate candidates' fit for specific position.
- Acted as the primary contact for prospective clients, collaborating with other departments to deliver solutions and support.
- Verified documentation to confirm driver eligibility.
- Recruited new drivers by reaching out to potential candidates and providing information about the company.
- Assisted with onboarding process by ensuring medical and drug screens were completed.
- Utilized Salesforce to track and maintain recruited drivers.
Customer Account Specialist
Convoy (Tech startup)
01.2020 - 10.2023
- Played a key role in a volume increase on a $22 million RFP (Request for Proposal)
- Effectively managed escalations with professionalism, leading to the establishment of additional client relationships.
- Conducted training sessions for new hires resulting in employees achieving promotions within a time-frame of six months to one year.
- Skilled in navigating and utilizing Sales Force and CRM systems such as Talkdesk, Zendesk, Salesforce, Jira and etc.
- Successfully addressed and resolved issue with clients, shippers, carriers and load planners effectively, surpassing the company's 95% resolution rate.
- Lead continuous improvement initiatives resulting in efficiencies, exceptional customer service, and lower operational costs.
- Scheduled appointments with shippers/load planners and oversaw those shipments from start to finish.
- Proactively and successfully acquired knowledge of multiple accounts to assist with bringing them up to date by 100% when they fell behind.
- Frequently revised and improved training material, as well as Standard Operating Procedures (SOP).
- Monitored daily workflow (queue assignments) to ensure that all tasks were completed on time.
- Followed up with customers after resolution of their issue was provided to ensure 100% customer satisfaction.
- Evaluated customers' potential needs to make appropriate recommendations.
Optometric Technician
Americas Best Contacts and Eyeglasses
04.2019 - 12.2019
- Utilized SARS techniques to greet patients promptly, leading to a 95% patient satisfaction rate and positive feedback on the clinic's customer service
- Maintained accurate and updated patient medical history records, ensuring excellent communication between healthcare providers and contributing to improved patient care
- Conducted precise tests, aiding doctors in accurate diagnosis and treatment, leading to a 20% reduction in misdiagnoses
- Managed phone calls, scheduled appointments, and processed contact lens sales efficiently, reducing patient wait times.
Healthcare Solutions Representative
Teletech
07.2018 - 03.2019
- Managed 30 inbound calls per day, addressing customer inquiries regarding products, promotions, and services
- Ensure accurate data entry and timely customer follow-up
- Utilize scripts and job aids to provide informed responses
- Process premium payments, test claims, and enrollment requests
- Navigate Sales Force software proficiently for various tasks
- Build strong customer rapport while delivering exceptional service
- Uphold operating procedures and standards for high performance.
- Assisted customers with order placement, returns, exchanges, and refunds.
Education
High School Diploma -
JASPER COUNTY HIGH SCHOOL
Monticello, GA 08.2005 - 05.2009
Skills
Customer Relationship Development
undefinedEducation
Monticello, GA
Contact
Covington, GA 30014
Timeline
Driver Onboarding Representative
CloudTrucks
06.2024 - Current
Customer Account Specialist
Convoy (Tech startup)
01.2020 - 10.2023
Optometric Technician
Americas Best Contacts and Eyeglasses
04.2019 - 12.2019
Healthcare Solutions Representative
Teletech
07.2018 - 03.2019
High School Diploma -
JASPER COUNTY HIGH SCHOOL
08.2005 - 05.2009
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