Caleb Coldiron
Natchez,MS
Summary
Results-driven leader offering proven history of achievement during 7 -year career. Talented leader with analytical problem-solving and strategic planning expertise. Solid background of consistently addressing issues, delivering industry-leading service and implementing scalable approaches.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Supervisor
Delta Fuel Company
01.2023 - Current
- Monitored customer feedback to identify areas of improvement in customer experience.
- Implemented quality assurance measures to maintain consistency in service delivery across the team.
- Led monthly meetings with the team, discussing performance metrics and setting goals for continuous improvement.
- Collaborated with other departments to streamline processes, enhancing customer experience and reducing response times.
- Coordinated cross-functional efforts to resolve complex customer problems, resulting in faster case resolutions and increased satisfaction levels.
- Developed and implemented training programs for staff, improving overall performance and productivity.
- Championed innovative approaches towards problem-solving that resulted in more efficient and effective resolutions for customers.
- Empowered staff to take ownership of their roles, fostering a sense of responsibility that contributed to the overall success of the department.
- Mentored junior supervisors and provided guidance on effective management techniques, fostering professional growth among staff members.
- Continuously updated team members on company policy changes and industry trends, ensuring their knowledge remained current and relevant.
- Handled escalated customer complaints with empathy and professionalism, resolving issues quickly while maintaining positive relationships with clients.
- Reduced employee turnover by creating a supportive work environment that encouraged open communication and collaboration among team members.
- Oversaw recruitment efforts for the department, selecting top talent who contributed significantly to team success.
- Created comprehensive reports on team performance, highlighting areas for improvement and recommending actionable solutions.
- Established performance standards that helped enhance the overall efficiency of the Customer Service department.
Dispatch Supervisor
Delta Fuel Company
08.2021 - 01.2023
- Supervised team of 3 employees and provided training focused on maximizing overall performance.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Created a positive work environment through open communication channels and fostering teamwork among staff members.
- Streamlined dispatch operations by implementing efficient scheduling and routing strategies.
Dispatcher
Delta Fuel Company
08.2017 - 08.2020
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of 10 fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
Education
GED -
Vidalia High School
Vidalia, LASkills
- Administration
- Leadership
- Determination
- Persuading
- Enthusiasm
- Entertaining
- Listening
- Teamwork
- Follow-Through
- Planning
- Systems
- Orchestration
- Customer Satisfaction
- Client Relationship Building
- Call center experience
- Stress Tolerance
- Technical knowledge
- Workload Management
- Staff Motivation
- Professionalism and Etiquette
- Innovation and Creativity
- Policy Enforcement
- Team Collaboration
- Relationship Building
Accomplishments
- Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.
- Developed exemplary research skills which helped alleviate customer issues quickly and effectively, saving relationships.
- Backfilled ops manager role reestablishing cash flow following the departure of previous leadership.
- Wrote core documentation for standard practices that will be used for years to come.
Behavioral Style
Caleb's style is identified by the keyword 'Inquirer'. Caleb is patient, controlled, and enjoys digging for clues and facts. Inquirers are easy going and amiable. They plan their work carefully, but aggressively. They ask questions and collect data then they work consistently in directed channels. Being a considerate, modest individual, Caleb relates well to most people. Caleb is a consistent, accommodating individual. An Inquirer's reserved people skills dominate while their task-oriented traits are close behind. Caleb enjoys people, but is neither pushy nor gets in the way. Inquirers are slow to take initiative and do not adapt quickly to change. They welcome the status quo and may have trouble meeting deadlines. Close relationships are very important to them, but they are selective in choosing friends. They desire predictable work environments and need inspiration, some challenges, and sincere appreciation. Caleb is also service-oriented and very dependable. Because of their dogged determination, Inquirers are successful at many things. Inquirers' calm, steady, and perseverant characteristics contribute to their success. Tenacious after starting a project, they fight hard for objectives. Independent and questioning in approach, Caleb is thorough and possesses follow-through. Caleb uses logic and analysis to make decisions and is firm almost to the point of stubbornness after making these decisions. Inquirers may be open to other people's beliefs and opinions but have very strong personal convictions. If these convictions are challenged, they will respond to the challenge and be convincing in their justification by utilizing facts. Caleb does not normally initiate conflict but has very strong feelings about resolving conflict and will rise to the occasion and not back down. Caleb is motivated by the ability to lead groups and influence others such as associates, co-workers, and friends. This is someone who takes the responsibility of leadership seriously and is typically able to make important decisions without delay. Caleb exudes confidence and others respond to their natural ability to be a front runner. Caleb prefers a rational and moderate approach when first entering new situations and tries to avoid extremes. Caleb likes the company of others but is equally comfortable spending a quiet evening alone. A realist who will always weigh options before making a decision to move ahead, Caleb thinks through alternatives and choices carefully. A loyal friend, Caleb is patient and caring when attending to the needs of others. This is usually an even-paced individual who thrives in a peaceful, harmonious environment. Caleb tends to be quite predictable, sticking with proven, reliable methods of dealing with situations rather than taking chances with a new, unproven approach. Neat and orderly, others usually see Caleb as practical. This individual needs adequate information to make decisions and will consider the pros and cons. Caleb may be sensitive to criticism and will tend to internalize emotions. Caleb likes to clarify expectations before undertaking new projects and will follow a logical process to gain successful results., Recognition for loyalty and dependability, Approval of their high-quality work, Being able to lead a project, Activities they can start and finish, Practical procedures and systems, Stability and predictability, Tasks that can be completed at one time, A team atmosphere and authority in an area, Caleb prefers a rational and moderate approach when first entering new situations and tries to avoid extremes. Caleb likes the company of others, but is equally comfortable spending a quiet evening alone. A realist who will always weigh options before making a decision to move ahead, Caleb thinks through alternatives and choices carefully. A loyal friend, Caleb is patient and caring when attending to the needs of others. This is usually an even-paced individual who thrives in a peaceful, harmonious environment. Caleb tends to be quite predictable, sticking with proven, reliable methods of dealing with situations rather than taking chances with a new, unproven approach. Neat and orderly, others usually see Caleb as practical. This individual needs adequate information to make decisions and will consider the pros and cons. Caleb may be sensitive to criticism and will tend to internalize emotions. Caleb likes to clarify expectations before undertaking new projects and will follow a logical process to gain successful results.
Hobies
I enjoy hunting and fishing as well as playing music. I have been a musician since I was 8 years old. I also enjoy cooking and baking.
Timeline
Senior Customer Service Supervisor
Delta Fuel Company
01.2023 - Current
Dispatch Supervisor
Delta Fuel Company
08.2021 - 01.2023
Dispatcher
Delta Fuel Company
08.2017 - 08.2020
GED -
Vidalia High School
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