Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Bailey Mason

Woodstock,GA

Summary

Results-driven professional with 12+ years in customer service and technical support. Demonstrated success in problem-solving and improving client satisfaction using CRM tools. Effective communicator and leader, promoting collaboration in diverse environments. Dedicated to enhancing organizational excellence through expertise and commitment.

Overview

10
10
years of professional experience

Work History

Business Development Consultant

Toyota
Canton, GA, GA
01.2025 - Current
  • Managed 60–80 inbound and outbound calls daily, scheduling service appointments with 25% conversion rate.
  • Maintained current knowledge of Toyota vehicle maintenance schedules to enhance customer decision-making.
  • Ensured compliance with Toyota's corporate policies and warranty guidelines in all customer communications.
  • Collaborated with service advisors and technicians to provide accurate estimates, reducing customer inquiries by 30%.
  • Exceeded monthly performance KPIs, driving 10% increase in service department revenue through upselling.
  • Received commendations from management and clients for professionalism, improving Google review rating from 4.2 to 4.6 stars.

Senior Logistics Coordinator

Werner Enterprises
08.2022 - Current
  • Coordinated cross-border logistics operations across North America, enhancing on-time delivery by 18%.
  • Managed high volumes of customer inquiries with internal logistics platforms, achieving over 95% customer satisfaction.
  • Monitored key performance indicators, implementing process improvements for a 12% reduction in late shipments.
  • Negotiated with carriers and optimized freight routes, lowering transportation costs by up to 20%.
  • Resolved complex shipping issues such as tracking discrepancies and customs delays, ensuring uninterrupted service.
  • Facilitated end-to-end freight transactions, exceeding monthly performance targets by an average of 15%.

Senior Sales and Project Coordinator

SuppliesOnTheFly.com, A Sysco Company
03.2020 - 08.2022
  • Resolved web-based customer concerns through empathetic, solutions-driven technical support.
  • Coordinated customer projects from planning to execution, ensuring timely delivery.
  • Enhanced customer satisfaction and retention by 15% through effective resolution of inquiries.
  • Collaborated with IT team to identify and rectify website glitches, ensuring optimal functionality.
  • Participated in remote training programs to stay updated on product changes and improve expertise.
  • Achieved 35% sales conversion rate, exceeding target of 25% through tailored interactions.

Customer Call Center Representative

SuppliesOnTheFly.com, A Sysco Company
07.2019 - 03.2020
  • Resolved complex issues during escalated calls while maintaining rapport with callers.
  • Handled over 120 calls daily, surpassing KPI of 100 with 95%+ customer satisfaction.
  • Collaborated with team and leadership to enhance key call center metrics.
  • Drove a 10% increase in team productivity through mentorship and best practices sharing.

Enterprise Account Scheduling Coordinator

Coyote Logistics, A UPS Company
07.2016 - 07.2019
  • Coordinated over 150 appointments, ensuring timely service for high-profile Fortune 500 clients.
  • Mentored and trained over 10 account executives and interns, improving first-contact resolution rates by 30%.
  • Redesigned 25 Standard Operating Procedures, increasing workflow efficiency by 15% and reducing errors by 40%.
  • Leveraged five enterprise-level systems to manage client data, decreasing average resolution time by 22%.
  • Fostered collaboration with six departments and external vendors, enhancing customer retention by 12%.
  • Identified process inefficiencies, enabling team to exceed service-level targets by 18% on average over six months.

Inbound Customer Service Representative

Coyote Logistics, A UPS Company
06.2015 - 07.2016
  • Increased first-call resolution rates by 25% through precise issue triaging and effective communication.
  • Handled over 100 calls per shift across multiple phone lines, achieving a customer satisfaction rating above 95%.
  • Collaborated with team members to surpass customer service targets, resulting in a 15% rise in positive client feedback.
  • Streamlined complaint handling processes, leading to a 20% reduction in escalation rates and improved efficiency.

Education

Bachelor of Arts - Media Communications

Full Sail University
Orlando, FL

Skills

  • Microsoft Office Suite expertise
  • CRM and sales platforms
  • AI and automation tools
  • Data visualization and insights
  • Effective communication skills
  • Customer retention strategies
  • Critical thinking and improvement
  • Leadership and development
  • Multitasking in high-volume settings
  • Collaborative teamwork

Accomplishments

  • Recognized as "Employee of the Quarter" five times for outstanding performance, productivity, and alignment with company objectives.
  • Demonstrated commitment to professional growth by actively participating in Toastmasters to enhance public speaking skills.
  • Completed off-site vendor training programs to deepen product knowledge and support improved customer and team outcomes.

References

References available upon request.

Timeline

Business Development Consultant

Toyota
01.2025 - Current

Senior Logistics Coordinator

Werner Enterprises
08.2022 - Current

Senior Sales and Project Coordinator

SuppliesOnTheFly.com, A Sysco Company
03.2020 - 08.2022

Customer Call Center Representative

SuppliesOnTheFly.com, A Sysco Company
07.2019 - 03.2020

Enterprise Account Scheduling Coordinator

Coyote Logistics, A UPS Company
07.2016 - 07.2019

Inbound Customer Service Representative

Coyote Logistics, A UPS Company
06.2015 - 07.2016

Bachelor of Arts - Media Communications

Full Sail University

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