Brianna Jones
Morrow,GA
Summary
Experienced manager with over 9 years of supervisory positions and roles with excellent communication and interpersonal skills, the ability to multitask efficiently, and a proven history in great customer service success across industries.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Dispatcher
Insurance Auto Auctions, IAA
10.2022 - Current
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Received new orders, prepared documentation, and assigned personnel.
- Communicated with customers to provide delivery updates and resolution.
- Answered phone calls and responded to customer emails.
- Scheduled deliveries and pickups according to customer needs.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Monitored flow of paperwork and directed information to appropriate departments.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Maintained updated and detailed records of calls in physical and electronic database.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Scheduled and organized delivery routes.
Branch Operations Assistant
Insurance Auto Auctions, IAA
04.2021 - 10.2022
- Supported operations during lunches, breaks and coverage for open positions.
- Attended meetings to understand shift production schedule.
- Increased customer service success rates by quickly resolving issues.
- Trained and supervised employees on office policies and procedures.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Assisted coworkers and staff members with special tasks on daily basis.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented systems for tracking and managing stock levels with accuracy and precision.
- Kept work areas neat, clean and free from debris.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
General Manager
TitleMax
03.2012 - 03.2021
- Manage staff and delegate various daily tasks, direct workflow of assigned functions, and review deliverables and outcome based on store goals and objectives
- Responsible for interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
- Ensure the accuracy of payment methods for disbursed loans and supervise the collection, tracking, and release of all titles
- Provide courteous, friendly service, while processing transactions promptly, efficiently and accurately
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Assisted in recruiting, hiring and training of team members.
- Educate and coach staff members on applicable regulations and lending laws
- Monitor performance levels relative to productivity and efficiency goals including customer service quality, volume criteria and negotiation of delinquent loans
- Managed inventory control, cash control, and store opening and closing procedures.
- Developed and implemented strategies to increase sales and profitability.
Education
High School Diploma -
Morrow High School
Morrow, GA2004
Skills
- Proficient in Microsoft Office Suite (Excel, Word, Access & PowerPoint)
- Schedule Management
- Dispatch Coordination
- Customer Relationship Management
- Verifying Coverage
- Organizational Collaboration
- People Management
- Critical & Strategic Thinking
- Detail-oriented
- Interpersonal & Communications Skills
- Routing Orders
Certification
Customer Service, Dale Carnegie, 2008 Effective Communications, Dale Carnegie, 2009 The Art of Negotiations, Dale Carnegie, 2009 Management 101, Breakthrough Management, 2011
Timeline
Dispatcher
Insurance Auto Auctions, IAA
10.2022 - Current
Branch Operations Assistant
Insurance Auto Auctions, IAA
04.2021 - 10.2022
General Manager
TitleMax
03.2012 - 03.2021
High School Diploma -
Morrow High School
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