Carla Bovan
Southaven,MS
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
OSA Customer Service Rep
ASI- GE Appliances
Memphis, Remote
01.2024 - Current
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed positive relationships with customers through friendly interactions.
- Mentored junior team members and managed employee relationships.
- Identified opportunities for upselling additional products or services based on customer needs.
Freight Dispatcher
Richway Transportation
Memphis
01.2019 - 01.2022
- Investigated customer complaints regarding late deliveries or lost and damaged cargo items.
- Managed the issuance and return of equipment used in delivery operations.
- Coordinated daily dispatch operations for fleet of XX vehicles, ensuring timely deliveries and pickups.
- Prepared detailed reports on daily operations, including mileage, fuel consumption, and delivery times.
- Negotiated rates with vendors for services related to freight shipping.
- Scheduled maintenance for transportation vehicles to minimize downtime and extend vehicle lifespan.
- Received or prepared work orders.
- Optimized delivery routes, taking into account traffic, road conditions and other factors.
- Worked with routing specialists, route managers and service department to optimize routes.
- Arranged for repairs to restore service and schedules.
- Ordered supplies or equipment to issue to personnel.
- Effectively resolved complaints by working closely with customers.
- Monitored personnel or equipment locations and utilization to coordinate service and schedules.
- Assigned appropriate carriers based on weight, volume, route and cost criteria.
Customer Service Representative
Ryder Systems Inc
Memphis
01.2016 - 01.2019
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved customer complaints promptly and efficiently.
- Oversaw warranty counseling process to manage expense controls.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
Office Clerk
Aaron Thomas Warehouse
Memphis
01.2014 - 01.2016
- Created spreadsheets using Microsoft Excel for tracking data and creating reports.
- Prepared invoices for customers based on their orders and payment terms.
- Processed and prepared business or government forms and expense reports.
- Monitored office supply stock levels and placed timely orders for replenishment.
- Copied, sorted and filed records of office activities and business transactions.
- Directed clients and guests to correct departments, rooms, and staff members.
- Monitored and directed work of lower-level clerks.
- Trained staff members to perform work activities and use computer applications.
- Answered telephones, directed calls, and took messages.
- Organized office supplies and maintained an inventory of stock items.
- Maintained and updated filing, inventory and database systems, manually or using computer.
- Resolved customer complaints promptly and professionally.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Completed and mailed contracts, invoices or checks.
- Supported the planning and execution of corporate events and meetings.
- Collected, counted and disbursed money to complete basic bookkeeping and banking transactions.
Education
business management
Jackson State University
Jackson, MS01.2013
Honors Diploma -
Whitehaven High School
Memphis, TN01.2011
Skills
- Active listening
- Interpersonal Skills
- Communication
- Sales leadership
- Customer service
- Punctual
- Computer efficient
- Detail Oriented
Timeline
OSA Customer Service Rep
ASI- GE Appliances
01.2024 - Current
Freight Dispatcher
Richway Transportation
01.2019 - 01.2022
Customer Service Representative
Ryder Systems Inc
01.2016 - 01.2019
Office Clerk
Aaron Thomas Warehouse
01.2014 - 01.2016
business management
Jackson State University
Honors Diploma -
Whitehaven High School