Briana Patterson
Cedar Rapids,IA
Summary
Results-oriented Customer Care Representative with expertise in CRM management and issue resolution. Proven ability to enhance customer satisfaction through effective communication and process improvements.
Overview
8
8
years of professional experience
Work History
Customer Care Representative
Wix
Cedar Rapids, Iowa
11.2023 - Current
- Resolved customer inquiries through chat, email, and phone support channels.
- Responded to customer inquiries with accurate information and assistance via phone and email.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Provided accurate, valid, and complete information to customers.
- Collaborated with team members to streamline customer service processes and enhance workflows.
- Documented customer interactions in the CRM system for future reference.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Assisted customers in navigating website features to efficiently locate desired information or products.
Carrier Capacity Representative
GTI
Cedar Rapids, Iowa
10.2022 - 08.2023
- Managed relationships with carriers to ensure effective communication and service delivery.
- Negotiated contracts, rates, and service levels with carriers.
- Facilitated negotiations with carriers to secure favorable terms and conditions.
- Monitored carrier performance against SLAs to ensure compliance.
- Analyzed performance data of existing carriers to identify areas of improvement.
- Identified opportunities to expand carrier network coverage areas.
- Coordinated logistics operations to optimize shipment schedules and reduce delays.
- Collaborated with sales teams to align carrier capabilities with customer needs.
- Collaborated with other departments to ensure successful account management.
- Conducted regular reviews of transportation costs to enhance budget management strategies.
- Met or exceeded target for on-time customer shipments.
- Trained in emergency response techniques to protect individuals and property.
Carrier Capacity Representative
Stutsmans Logistics
Cedar Rapids, Iowa
01.2019 - 10.2022
- Managed carrier relationships to optimize capacity and service levels.
- Cultivated relationships with current and potential carrier partners to ensure capacity availability and competitive rates.
- Communicated with internal teams to align on capacity requirements and availability.
- Developed capacity forecasts to assist in strategic planning efforts.
- Evaluated carrier performance metrics for continuous improvement opportunities.
- Coordinated logistics operations to ensure efficient shipment scheduling.
- Negotiated rates for customers in order to maximize profits while providing the best possible service.
- Managed multiple projects simultaneously while adhering to tight timelines.
Education
Associate of Arts - Human Resources Management
Kirkwood Community College
Cedar Rapids, IA06-2012
High School Diploma -
Metro Highschool
Cedar Rapids, IA06-1993
Skills
- Customer service and support
- Issue resolution
- Service delivery
- CRM administration
- Technical support
- Product knowledge
- Relationship management
Timeline
Customer Care Representative
Wix
11.2023 - Current
Carrier Capacity Representative
GTI
10.2022 - 08.2023
Carrier Capacity Representative
Stutsmans Logistics
01.2019 - 10.2022
Associate of Arts - Human Resources Management
Kirkwood Community College
High School Diploma -
Metro Highschool