Job Search Status
Open to workDesired start date: Immediately
Open To Work
Cherise Pickens
Florissant,MO
Work Preference
Summary
Highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively, unsupervised, and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Customer Support Specialist
Grassworx LLC
SAINT LOUIS, MO
09.2023 - 09.2025
- Assisted customers with inquiries through phone and email communication.
- Resolved product-related issues using company support systems and tools.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Investigated customer complaints regarding product quality or service rendered.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Consulted with customers regarding needs and addressed concerns.
- Processed customer account changes with proprietary software.
- Assisted in developing training materials related to new products or services being released.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Participated in team meetings to discuss strategies for improving customer experience.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Provided support to sales team.
CSR & City Dispatch Assistant
YRC Freight
SAINT LOUIS, MO
08.2016 - 07.2023
- Analyzed resolutions, coordinated with necessary departments, and communicated with customers through phone, mail, and fax as follow-up.
- Assist customers and sales with tracking of shipment deliveries and pickups. Resolve customers' issues, from lost freight to billing errors. Run quotes, search for NMFC and class numbers. Set up new accounts and resolve account issues.
- Communicated with individuals within an inbound call center setting to complete dispatch support for deliveries and pickup calls.
- Answered customer requests with information about product availability, shipping information, and status updates.
- Scheduled loads according to priority and available equipment.
- Monitored the dispatch board and adjusted call priorities regularly based on caller needs.
- Monitored changes in the delivery schedule and communicated changes to customers.
- Investigated and resolved customer and vendor issues to retain business.
- Liaised with customers to provide logistics for drivers, and coordinate delivery times.
Education
Associates Degree in System Operations - System Operations
Sanford Brown
Saint Louis, MO08-1991
Skills
- Problem resolution
- Customer communication
- Product knowledge
- Account management
- Data entry
- Customer relationship management
- Customer service
- Attention to detail
- Interpersonal communication
- Clerical support
- Decision making
- Analytical thinking
- Written communication
- Data management
- Multitasking
- MS Office
- Training and development
- Computer skills
- Customer relations
- Reliable and trustworthy
- Data entry
- Payment processing
- Membership renewal
- Call center operations
- Database maintenance
- Customer support
- Account management
- Documentation and reporting
- Customer inquiries
- Customer correspondence
- Customer satisfaction
- Complaint resolution
- Product and service knowledge
- Freight processing
- Handheld scanners
- Freight operations
- Willing to learn
- Material handling
- Logistics management
- Shipping and receiving
- Problem solving
- Documentation and paperwork
- Dispatch of drivers
- Freight forwarding
- Telephone etiquette
- Issue resolution
- Stocking and replenishing
- Customer communication
- Contract preparation
- scheduling
- Sales reporting
- Recordkeeping
Timeline
Customer Support Specialist
Grassworx LLC
09.2023 - 09.2025
CSR & City Dispatch Assistant
YRC Freight
08.2016 - 07.2023
Associates Degree in System Operations - System Operations
Sanford Brown