Summary
Overview
Work History
Education
Skills
Accomplishments
Websites
Timeline
StoreManager

Bailey M. Mason

Woodstock,GA

Summary

Dynamic and results-driven professional with over 12 years of diverse experience in customer service and technical support. Recognized for exceptional problem-solving abilities and a commitment to delivering outstanding service. Proficient in leveraging CRM tools to enhance client interactions and drive satisfaction. Thrives in collaborative and remote work environments, with strong communication and leadership skills that foster teamwork and success. Eager to contribute expertise to a forward-thinking organization dedicated to excellence.

Overview

10
10
years of professional experience

Work History

Senior Logistics Coordinator

Werner Enterprises
08.2022 - Current
  • Leveraging strong communication and problem-solving skills to collaborate with customers, tailoring solutions to meet their complex shipping needs across North America, Canada, and Mexico.
  • Demonstrates exceptional time management and organizational skills in a fast-paced environment, utilizing internal software tools to efficiently manage high volumes of customer inquiries.
  • Proactively monitor key metrics such as average call resolution time, customer satisfaction ratings, and on-time delivery rates. Identify areas for improvement in the brokerage process and implement solutions to streamline operations and consistently exceed established KPIs.
  • Deliver exceptional customer service by orchestrating successful freight transactions, ensuring timely deliveries, and optimizing costs to consistently exceed client expectations.
  • Proactively address and resolve a wide range of customer inquiries related to freight transactions in a remote work environment.
  • Utilize strong technical knowledge and problem-solving skills to diagnose complex shipping issues, such as tracking discrepancies, documentation errors, or customs clearance challenges.

Customer Call Center Representative

SuppliesOnTheFly.com, A Sysco Company
07.2019 - 03.2020
  • Managed escalated calls professionally, resolving complex issues effectively while maintaining rapport with callers.
  • Enhanced team productivity by collaborating on strategies to improve call center performance metrics.
  • Handled an average of 120 calls per day, surpassing the KPI of 100 calls, while ensuring quality service and customer satisfaction.

Senior Sales and Project Coordinator

SuppliesOnTheFly.com, A Sysco Company
03.2020 - 08.2022
  • Provided exceptional technical support by addressing and resolving web-based customer concerns and complaints with empathy and a solutions-oriented approach.
  • Demonstrated strong project management skills by coordinating customer projects from planning and development to successful execution and on-time delivery.
  • Increased customer satisfaction and retention by 15% through actively listening to customer concerns and efficiently resolving a high volume of technical inquiries.
  • Collaborated effectively with the IT team to identify and report website glitches, ensuring optimal website functionality for a smooth user experience.
  • Committed to continuous learning by actively participating in remote training programs to stay updated on product changes and enhance technical support expertise.
  • Achieved a sales conversion rate of 35%, exceeding the target of 25%, through personalized customer interactions and effective upselling techniques.

Inbound Customer Service Representative

Coyote Logistics, A UPS Company
06.2015 - 07.2016
  • Improved first-call resolution rates by efficiently managing customer issues and complaints.
  • Exhibited strong multitasking skills on a daily basis by handling multiple phone lines without compromising the quality of service provided.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Enterprise Account Scheduling Coordinator

Coyote Logistics, A UPS Company
07.2016 - 07.2019
  • Streamlined daily operations by efficiently coordinating over 150 appointments, ensuring timely and accurate service for high-profile Fortune 500 clients.
  • Developed a passion for knowledge-sharing by guiding and mentoring over 10 account executives and interns. Equipped them with advanced troubleshooting techniques and comprehensive product knowledge to excel in customer support roles.
  • Maintained operational efficiency by systematically updating Standard Operating Procedures (SOPs) to reflect the latest facility updates and incorporate customer-specific data, ensuring a smooth workflow for resolving customer inquiries.
  • Demonstrated exceptional technical proficiency by leveraging multiple computer systems and software applications to efficiently retrieve and manage critical information essential for resolving customer issues.
  • Established and maintained strong working relationships with both internal and external stakeholders, facilitating open communication channels for improved collaboration.

Education

Bachelor of Arts - Media Communications

Full Sail University
Orlando, FL

High School Diploma -

Sequoyah High School
Canton, GA
05.2011

Skills

  • Advanced MS Office Skills
  • Proficient in CRM Tools
  • Active Listening Skills
  • Data Insight Visualization
  • Salesforce Proficiency
  • Skilled in Using AI Tools
  • Effective Communication
  • Critical Thinking Skills
  • Problem-Solving Abilities
  • Team Collaboration
  • Deadline-oriented
  • Leadership and Training

Accomplishments

  • Successfully acquired 150 new clients within six months, contributing to a 25% growth in the customer base.
  • Received the "Employee of the Quarter" award five times for exceptional performance and dedication to company goals.
  • Actively participated in professional development initiatives, including Toastmasters for public speaking and off site vendor training for enhanced product knowledge.

Websites

Timeline

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

High School Diploma -

Sequoyah High School

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Bailey M. Mason