Barbara Burns
Bluffton,South Carolina
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.
Overview
38
38
years of professional experience
Work History
Customer Experience Manager
Tucker Company Worldwide
2021.07 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Established performance and service goals and held associates accountable for individual performance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Developed new employees and on-going performance assessment of current employees.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Scheduled and attended meetings with clients and prospective clients as requested.
Senior Project Manager Oil Gas & Projects Acct Mgr
Tucker Company Worldwide
2018.07 - Current
- Monitored project progress, identified risks and implemented corrective measures to acquire success.
- Coordinated cross-functional teams to determine timely delivery and compliance of project requirements.
- Maintained schedules to meet key milestones at every project phase.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
- Communicated project plans and progress to key stakeholders and project contributors.
- Provided outstanding service to clients through effective communication and prompt issue resolution to facilitate future business opportunities.
- Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
- Developed and maintained project budgets to control costs and meet organizational and project goals.
- Developed and maintained relationships with key stakeholders to meet objectives and boost rapport.
Assistant Operations Manager
Tucker Company Worldwide
1991.02 - Current
- Coordinated with General Manager in different operational issues and promotional activities.
- Supervised operations team to support operational excellence and excellent customer service.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Communicated with customers to assess satisfaction with products and services received.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Monitored key performance metrics to identify areas for improvement.
Dispatcher
Tucker Company
1985.07 - Current
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Directed dispatching, routing, and tracking.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
Education
Business Management
Camden County College
Blackwood, NJHigh School Diploma -
Gloucester City Jr. Senior High School
Gloucester City, NJ06.1982
Skills
- Excellent Communication Skills
- Customer Service
- Organizational Skills
- Team Leader & Management
- Sales Reporting
- Strategic account development
- New Business Development
- Business development and planning
- Coaching and mentoring
- Extensive personal network
- Account management
- Strategic planning
- Accomplished manager
Timeline
Customer Experience Manager
Tucker Company Worldwide
2021.07 - Current
Senior Project Manager Oil Gas & Projects Acct Mgr
Tucker Company Worldwide
2018.07 - Current
Assistant Operations Manager
Tucker Company Worldwide
1991.02 - Current
Dispatcher
Tucker Company
1985.07 - Current
Business Management
Camden County College
High School Diploma -
Gloucester City Jr. Senior High School
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