Austin Ouellette
Bentonville,AR
Summary
Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.
Overview
10
10
years of professional experience
Work History
Capacity Coordinator II
JB Hunt Transportation
11.2021 - Current
- Coached independent contractors through day-to-day work and complex problems.
- Entered data, generated reports, and produced tracking documents.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and drivers.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Led improvement initiatives to advance operational efficiencies and decrease turnover.
- Coordinated safety meetings to educate team members on best practices to mitigate hazard opportunities.
- Maintained accurate driver information for delivery scheduling.
- Trained drivers to manage time effectively, improving overall mileage performance and customer satisfaction.
Legal Assistant
Hood & Stacy PA
06.2019 - 11.2021
- Organized documents to manage paper and electronic filing systems of clients.
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Created spreadsheets for clients to document data, and client phone calls.
- Prepared and managed attorney travel itineraries to optimize scheduling.
- Communicated pertinent information to clients via phone, email, and mail.
- Created weekly, monthly and quarterly customer data reports.
Team Lead
Walmart
10.2016 - 06.2019
- Handled advanced issues with calm, knowledgeable and professional approach.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Answered procedure and service questions, suggesting other offerings to improve work processes.
- Oversaw team of 25 agents focused on customer resolution calls.
- Responded to team support questions quickly to maintain call center efficiency.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
Resolution Specialist
Walmart
06.2015 - 10.2016
- Exceeded customer call guidelines for service levels, handle time and productivity.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
- Identified and assessed customer's needs quickly and accurately.
- Collaborated with store management teams to resolve customer complaints and drive customer experience.
- Recorded details of conversations, complaints and actions taken in CRM.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Investigated and resolved customer inquiries and complaints quickly.
Car Rental Agent
Avis Budget Group
11.2014 - 07.2015
- Determined clients' needs and helped select appropriate rentals fulfilling requirements.
- Kept up-to-date rental records and customer information in company systems to track client interests and preferences.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked flexible hours across night, weekend and holiday shifts.
Customer Care Representative
Asurion
09.2013 - 11.2014
- Assisted call-in customers with questions and claims.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Completed customer product claims and updated records to reflect current information.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Exceeded customer call guidelines for service levels, handle time and productivity.
Education
No Degree - Business Marketing And Managment
Arkansas Tech University
Russellville, ARSkills
- Active Listening
- Communication
- Computer (Excel, Outlook, Powerpoint)
- Customer Service
- Leadership
- Time Management
- Problem Solving
- DOT Standards
- Investigation
Timeline
Capacity Coordinator II
JB Hunt Transportation
11.2021 - Current
Legal Assistant
Hood & Stacy PA
06.2019 - 11.2021
Team Lead
Walmart
10.2016 - 06.2019
Resolution Specialist
Walmart
06.2015 - 10.2016
Car Rental Agent
Avis Budget Group
11.2014 - 07.2015
Customer Care Representative
Asurion
09.2013 - 11.2014
No Degree - Business Marketing And Managment
Arkansas Tech University