Dionne Bouknight
Rock Hill,USA
Summary
Dynamic Market Specialist for the Lowe's team with expertise in problem-solving, analytical thinking, and proven success in improving client satisfaction through effective communication and strategic project management. Proficient in order reviews, delivery monitoring, and driving organizational success while cultivating strong client relationships. Dedicated to delivering exceptional service and optimizing operational efficiency for outstanding results.
Overview
16
16
years of professional experience
Work History
Market Specialist - Lowes Vertical
Maersk LLC
03.2025 - Current
- Developed a comprehensive understanding of regional market dynamics allowing for better targeting of resources for expansion efforts.
- Streamlined internal processes for increased efficiency in sales and marketing operations.
- Mentored junior team members, helping them develop their skills and knowledge for career advancement within the organization.
- Met with supervisor to determine project scope, outline deliverables, or timelines and create action plan.
- Devised creative promotional events and campaigns that attracted target audiences and generated buzz around the brand.
- Implemented changes in response to evolving market trends which improved overall competitiveness.
- Improved customer satisfaction rates by implementing data-driven improvements to the company's products and services.
Cust Exp Partner - Last Mile/ MFG Middle Mile
Maersk
09.2022 - 03.2025
- Developed advanced problem-solving and critical thinking skills to resolve complex business issues.
- Leveraged industry knowledge to provide strategic advice on best practices for achieving organizational objectives.
- Organized and managed multiple projects simultaneously while meeting strict deadlines.
- Demonstrated excellent customer service skills by addressing inquiries promptly, accurately, and professionally.
Delivery Coordinator
AmeriGas Propane
08.2020 - 09.2022
- Consulted with customers about delivery and order preparation requests.
- Obtained product specifications along with delivery address, date and contact information.
- Scheduled deliveries, monitored progress and communicated updates to customers.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Contacted customers prior to delivery to confirm and coordinate delivery times.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Liaised between account holders and various departments.
- Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
Account Manager
Distribution Technology Inc
06.2020 - 07.2020
- Managed key accounts by reviewing and mitigating discrepancies and collaborating with account holders.
- Managed a portfolio of accounts by providing timely support and guidance.
- Cultivated strong client relationships through proactive communication and problem-solving.
- Implemented account management processes to ensure delivery of quality service standards.
- Maintained accurate records of all client interactions in CRM system.
- Reviewed account activity reports to identify opportunities to increase sales or retain existing customers.
- Promoted additional products or services based on customer needs assessment.
- Updated client information, contract changes and product prices in company databases.
- Developed strong relationships with clients to grow business networks.
Numerous Temporary Positions
03.2015 - 06.2016
- Held numerous temporary jobs after relocating to the area until I was able to secure a full time job.
- All positions included working either directly with customers or supporting sales in the field.
Customer Service Representative
10.2009 - 11.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
- Cross-trained and provided back up for customer service managers.
- Increased efficiency and team productivity by promoting operational best practices.
Education
High School Diploma -
Westside High School
06.1987
Skills
- Order reviews
- Shipping processes
- Palletizing skills
- Route planning
- Problem-Solving
- Analytical and Critical Thinking
- Organization and Time Management
- Excellent Communication
- Cultural Awareness
- Delivery monitoring
- Relationship management
- Data interpretation
Timeline
Market Specialist - Lowes Vertical
Maersk LLC
03.2025 - Current
Cust Exp Partner - Last Mile/ MFG Middle Mile
Maersk
09.2022 - 03.2025
Delivery Coordinator
AmeriGas Propane
08.2020 - 09.2022
Account Manager
Distribution Technology Inc
06.2020 - 07.2020
Numerous Temporary Positions
03.2015 - 06.2016
Customer Service Representative
10.2009 - 11.2014
High School Diploma -
Westside High School
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