Andriana Hardmon
Summary
Dynamic leader with expertise in team development, sales management and customer relationship management. Enhanced operational efficiency and customer satisfaction through strategic training and mentoring, while driving cross-functional collaboration to improve service processes.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sea Logistics Customer Care Manager
Kuehne- Nagel
Memphis/ Nashville
10.2024 - Current
- Monitored profitability and productivity through P&L reports, deferral reports, and KPIs in collaboration with finance teams.
- Coordinated knowledge exchange between customer care and operational teams to improve service delivery.
- Managed field sales representatives and customer care specialists to grow existing business and retain accounts.
- Streamlined processes and controls to enhance customer-centric operations.
- Facilitated merger of customer care locations according to regional restructuring plan for optimized service alignment.
Sea Logistics Import Customer Care Supervisor
Kuehne- Nagel
Memphis
06.2023 - 10.2024
- Developed strategies to improve customer service processes, increasing efficiency and productivity of the team.
- Coordinated with department leads and senior management to streamline operations and implement improvements.
- Mentored employees in resolving complex issues and established processes for common challenges.
- Analyzed customer feedback to identify areas of improvement and implemented necessary changes.
- Updated knowledge of company products/services to enhance customer support.
Sea Logistics Customer Care Specialist
Kuehne- Nagel
Memphis
01.2022 - 06.2023
- Delivered exceptional customer service by resolving complex inquiries and issues efficiently.
- Built strong customer relationships through timely responses and accurate information on logistics services.
- Coordinated with internal departments to expedite resolution of customer requests and complaints.
- Navigated multiple computer systems and applications and utilized search tools to find information.
- Collaborated with sales team members on new product launches or promotions.
Manager
Maximus
Memphis
04.2021 - 09.2021
- Led and motivated 22 teams through supervision, training, and coaching to enhance daily operational performance.
- Managed 22 supervisors overseeing 25-30 team members to ensure operational effectiveness.
- Maintained adherence above 90% and achieved call ratings above 90 points through effective management.
- Developed performance goals and objectives for staff, and monitored achievement of those goals.
- Completed company-required paperwork to document calls and diagnoses appropriately.
Assistant Manager of Operations
Marshalls
Memphis
10.2015 - 03.2021
- Conducted performance reviews providing coaching and feedback to benefit both company and employee.
- Managed company operations with responsibility for profit and loss, scheduling, training and inventory control.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Successfully passed HR and Operational Audits with scores above 80%.
- Improved morale and management communication by creating employee recognition and rewards practices.
Education
Master of Arts - Leadership in Human Resources
University of Memphis
Memphis, TN, USA12-2023
Exchange Program - Political Science And Public Affairs
University of Nice Sophia Antipolis
Nice, France07-2012
Bachelor of Science - International Relations
University of Montenegro
Podgorica, Montenegro06-2011
Exchange Program - Political Science
University of Mississippi
Oxford, MS, USA05-2010
Skills
- Customer Relationship Management (CRM)
- Client Communication
- Customer Engagement
- Service Quality
- Process improvement
- Cross-Functional Collaboration
- Decision-Making
- Problem-Solving
- Team leadership
- Team development
- Training and mentoring
- Leadership development
- Workforce Planning
Certification
Strategic Business Leadership, University of Memphis, 2023
Languages
- Serbian, Native
- English, Bilingual
- French, Advanced
- Spanish, Conversational
- German, Beginner
Timeline
Sea Logistics Customer Care Manager
Kuehne- Nagel
10.2024 - Current
Sea Logistics Import Customer Care Supervisor
Kuehne- Nagel
06.2023 - 10.2024
Sea Logistics Customer Care Specialist
Kuehne- Nagel
01.2022 - 06.2023
Manager
Maximus
04.2021 - 09.2021
Assistant Manager of Operations
Marshalls
10.2015 - 03.2021
Master of Arts - Leadership in Human Resources
University of Memphis
Exchange Program - Political Science And Public Affairs
University of Nice Sophia Antipolis
Bachelor of Science - International Relations
University of Montenegro
Exchange Program - Political Science
University of Mississippi