Charletha Golson
Summary
Accomplished Business Contact Manager at DC Express, adept in CRM software and fostering team unity, significantly enhanced customer satisfaction and streamlined operations. Leveraged strong organization and interpersonal skills to mentor 22 drivers, driving performance improvements and fostering key customer relationships. Excelled in creating efficient workflows and strategies, contributing to long-term business success.
As contact management professional, bringing valuable experience in organizing and maintaining customer databases and improving communication workflows. Proven track record in enhancing customer engagement and driving team collaboration. Known for flexibility in adapting to changing business needs and delivering reliable results through effective data management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Business Contact Manger
DC Express
01.2024 - Current
- Maintained up-to-date knowledge of industry best practices in contact management, ensuring continued growth and success.
- Collaborate with Drivers, and Fedex Package and delivery representatives to develop strategies so we are able to meet service as a team.
- Cultivated strong professional relationships with key customers fostering loyalty and customer service.
- Contributed to the development of long-term business strategies by analyzing routes customers and preferences.
- Enhanced customer relationships by implementing effective contact management strategies.
- observed and implemented communication processes for improved customer satisfaction and retention.
- Designed and implemented customized workflows within CRM platforms to streamline daily operations and enhance efficiency levels.
- Assisted in onboarding new drivers by providing thorough training on company policies and procedures relating to contact management.
- Monitored and reviewed relevant reporting data and produced statistical reports resulting in improved team performance.
- Organized and maintained accurate contact information, ensuring accessible data for the team.
- Led people and achieved results through others and organized and managed multiple routes
- Monitored driver complaints and quality to provided individual constructive feedback to enhance the performance and address areas in need of improvement.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Supervised 22 Drivers in providing excellent customer service to our clients requiring assistance for pickup and package delivery issues.
- Oversaw employee performance to foster accurate prioritization and achievement productivity goals.
- Analyzed customer feedback to identify areas for improvement in contact management practices.
Paraprofessional
DCSS
01.2016 - 06.2021
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Fostered a positive learning environment by establishing strong rapport with students, parents, and faculty members.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
- Supported special education teachers in implementing accommodations and modifications for students with diverse learning needs.
- Implemented behavior management techniques effectively to maintain a structured learning environment conducive to student success.
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Enhanced classroom efficiency through organizing instructional materials, managing daily schedules, and preparing resources for lessons as needed.
Education
High School Diploma -
Renaissance Academy
Macon, GA05-2001
Skills
- Strong organization
- Microsoft office
- Team building
- Marketing
- CRM software
- Timekeeping
- Report generation
- Employee motivation
- Coaching and mentoring
- Staff motivati
- Schedule coordination
- Scheduling proficiency
- Information tracking
- Technical support
- Documentation expertise
- Positive attitude
- Teamwork
Timeline
Business Contact Manger
DC Express
01.2024 - Current
Paraprofessional
DCSS
01.2016 - 06.2021
High School Diploma -
Renaissance Academy
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