Courtney Collier
Goose Creek,SC
Summary
Multi-Talented Professional with over 15 years of Customer Service Experience in achieving and exceeding Customer Satisfaction and Sales Goals, amongst 10+ years of Employee Management and Training. A natural leader offering experience prioritizing and delegating tasks to drive goal achievement. Dedicated to training and mentoring top talent while cultivating a productive positive work environment. An Independent, goal oriented, and quick thinking team player currently seeking a role offering Longevity in my areas of Expertise with a Good Work Culture and Opportunities to Grow.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Transportation Fleet Manager
Barnett Trucking
Summerville, SC
03.2022 - Current
- Developed understanding of transportation management platforms to drive content integration with client systems and platforms.
- Monitored driver locations in field and solved discrepancies to keep team on-track.
- Controlled costs with optimized route plan to maximize daily appointments and minimize time or field waste.
- Responded to high volume of phone and email requests to provide logistics information.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Communicated with staff to facilitate proper loading and unloading of orders.
- Developed and implemented customer service policies and procedures.
- Developed and implemented process enhancements to drive continuous program improvement.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Received new orders, prepared documentation, and assigned personnel.
- Managed customer accounts and invoicing.
- Communicated with customers to provide delivery updates and resolution while giving excellent customer service.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Evaluated fleet performance metrics regularly to identify areas for improvement, leading to increased productivity and revenue growth.
- Managed fleet budget effectively, optimizing resource allocation for maximum returns on investment while minimizing expenses.
- Maintained accurate records of all vehicles'' registration, insurance policies, maintenance logs, and other relevant documentation for easy access during audits or inspections.
- Managed a diverse team of drivers, maintenance crews, and administrative staff which contributed to improved collaboration and efficiency in the workplace.
- Increased regulatory compliance by monitoring vehicles to verify adherence to operational, state and federal requirements.
- Coordinated safety meetings to educate team members on best practices to mitigate hazard opportunities.
- Managed employee scheduling, payroll and data collection to maximize project outcomes.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Improved team efficiency by implementing new lane management strategies and procedures.
- Built strong relationships with Companies and brokers to ensure all lanes quoted are competitive and aligned with company objectives to win.
Inside Sales and Marketing Representative
Sales Focus
North Charleston, SC
01.2021 - 02.2022
- Used CRM software to maintain detailed contact logs and account records.
- Used digital methods and traditional telephone approaches to generate sales leads and solve customer issues.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
- Determined needs, delivered solutions and overcame objections through consultative selling skills.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Onboarded new employees with training and new hire documentation.
- Maximized performance by monitoring daily activities and mentoring team members.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Developed and maintained relationships with customers and suppliers through account development.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Propelled continuous improvements and strategically capitalized on current market trends.
- Collaborated with marketing team to maintain brand consistency across marketing efforts.
Rental Sales Associate
Avis Budget Group Inc.
08.2018 - 04.2020
- Resolved customer disputes to maintain positive relationships and increase customer base.
- Responded quickly to customer inquiries, answering questions and offering insight into products.
- Managed multiple tasks in high-volume environment.
- Completed sales transactions, including all accepted forms of payment.
- Filed and recorded all sales paperwork and contracts.
- Worked as a team with all fellow co-workers to ensure a pleasurable experience to every customer.
- Rented different types of vehicles to travelers on both business and pleasure using the Wizard and GUI system CRM platforms.
- Sold vehicle upgrades, coverage, and travel packages to gain monthly commission.
- Executed sales and marketing initiatives to increase revenue for company.
- Accommodated last minute requests to address needs of guests, achieving top guest satisfaction and repeat business.
- Lead Sales expert exceeded monthly goals consistently.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Recruited and trained high-performing team members, maintaining optimized customer service.
- Coordinated team collaboration to share ideas and build best practices.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
Customer Service Manager
IQor
North Charleston, SC
05.2017 - 07.2018
- Assisted in administrative duties for office team, including making copies schedules and filing.
- Entered daily data in computer systems and documented office activities.
- Made phone calls daily to establish first contact with potential customers and set meetings with salespeople.
- Established and maintained client rapport by utilizing quality customer service.
- Handled complaints and questions, and re-directed calls to other team members as appropriate.
- Acted as first point of contact and set appointments for prospective clients.
- Operated multi-line telephone system to independently handle over 100 calls each day.
- Balanced employee availability, customer schedules and maximum load levels when scheduling appointments.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Addressed client inquiries and updated database information.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
- Negotiated prices and terms of sales with potential customers to reach mutually beneficial agreement.
- Collaborated with inside sales representatives, marketing and other departments to generate leads and close deals.
Office and Human Resources Manager
Superior Remodeling & Construction Services
Ladson, SC
01.2014 - 05.2017
- Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff, greeting the public, typing, proofreading, filing, sorting and handling incoming and outgoing mail.
- Coordinated and maintained impressive office organization to keep facilities efficient, organized and professional.
- Maintained office supplies inventory by checking stock and ordering new supplies as needed.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Compared vendor prices and negotiated for optimal savings.
- Evaluated employee records and productivity to complete employee evaluations.
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Maintained CRM database with customer updates and report generation.
- Initiated timely project management within budget constraints for multi-faceted problems concerning executive leaders.
- Maintained human resources regulatory compliance with local, state and federal laws.
- Motivated employees through special events, incentive programs, and constructive feedback.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skill set.
- Used technologically relevant digital systems to manage payroll and benefits programs.
- Reported to senior management on organizational performance and progress toward goals.
- Enhanced employee retention by implementing effective talent management strategies and fostering a positive work environment.
- Collaborated with executive leadership to align HR initiatives with overall business goals and objectives.
- Coordinated company-wide training programs to enhance workforce skills and promote professional growth.
Education
High School Diploma -
James Island Charter High School
Charleston, SC06.2007
Skills
- Goal Driven
- Conflict resolution expert
- Outstanding communication skills
- Customer Service Expert
- Sales Expert
- Multi-line phone talent
- Active listening skills
- Motivated team player
- Business development
- Customer Relationship Management
- Social Media Marketing and Updating
- Negotiation
- Mentoring
- Project Management
- Employee Evaluation
- Team Recruiting and Onboarding
- Sales Quota Management
- Client Base Retention
- Logistics Coordination
- Workload Delegation
- Critical Thinking
- Transportation
- Dispatching
- Driver Relations
- Data Entry
- Data Analysis
- Training and Development
- Software Familiarity
- Staff Supervision
- Schedule Coordination
- Leadership Development
- Succession Planning
- Risk Management
- Human Resources
- Attention to Detail
- Quality Control
- Time management
- Microsoft Office Expert
- CRM Software Expert
- Work delegation
- Google Workspace Proficient
- Hubspot Expert
- Excel Expert
- Microsoft Word Expert
Certification
Customer Service Expert Trainer Certification, 2008
Charleston, SC
Basic System Management, 2008
Charleston, SC
Assistant System Management, 2009
Charleston, SC
Dispatch Certification, 2021
Summerville, SC
References
- Steve Meenderink
Former District Manager
801-634-8118
- Susan Bihlear
Former Manager
843-343-5869
- Tierra Edwards
Former Supervisor
843-568-0694
Timeline
Transportation Fleet Manager
Barnett Trucking
03.2022 - Current
Inside Sales and Marketing Representative
Sales Focus
01.2021 - 02.2022
Rental Sales Associate
Avis Budget Group Inc.
08.2018 - 04.2020
Customer Service Manager
IQor
05.2017 - 07.2018
Office and Human Resources Manager
Superior Remodeling & Construction Services
01.2014 - 05.2017
High School Diploma -
James Island Charter High School