Donna Bowlin

Work History

Head CSR, Dispatcher

NDL

Attracted potential customers by answering [Product or Service] questions and suggesting information about other products and services.
Answered product and service questions, suggesting other offerings to attract potential customers.
Leveraged sales expertise to promote products and capitalize on upsell opportunities.
Used [Software] to keep records of customer interactions, customer accounts, and file documents.
Opened and maintained [Number] customer accounts by recording account information.

Customer Service Rep

Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Investigated and resolved customer inquiries and complaints quickly.
Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Sought ways to improve processes and services provided.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Trained new personnel regarding company operations, policies and services.
Delivered prompt service to prioritize customer needs.

Remote Customer Service Rep/ Sales

01.2022 - Current

Performed 85% issue resolution, improving customer satisfaction 80% in the last 5 months
Exceed sales targets by 65% through interpersonal communication; By using skills and products provided by company
Heavy account management, customer service, and relationship building
Advocating for customers
Developing customer engagement processes
Also securing new customer to our company
Updating customers payments, collecting bad debit
I also take inbound/outbound call with customers
I also preform IT support for customers being able to get into the online account, Setup, or link accounts
I updated banking/credit card information I also talk with customer on outstanding balance on the account
I also escalate customers, that require management approvals
My goal on each call is to get resolution for each customer
Research and develop client relationships and produce referrals
Perform all phases of the sales process, including preparation and documentation of follow-up calls, recommendation of appropriate sales, or to what customers needs are
2
Maintain ongoing communication and consistent follow-up schedule with potential clients

Driver Manager/LTL Freight

Lanter Distribution

11.2019 - 12.2021

I would combine the loads and shipping requirements of several different companies on their trucks, using different sites to get goods to their destinations
I would EDI system to updates delivery time, dates to be delivered
I would email, call customers on any delays/updated ETA
Keep track of driver’s daily logs
Walk around and look at trailers, also check trucks for any issues
I would use Comdata to pay for Lumper, Breakdowns
I would also do CSA review with each driver, do monthly reviews/annul reviews, also to let each driver know their points stood
I would maintain their driver efficacy, unsigned driving logs, missing logs, paper logs, etc
I would sign classes to drivers that would show repeated offence, and sometime put them on probation
I would also job verification for all new/old employee’s, by the DOT standers and laws.

Head Dispatcher/Log Auditor/Customer Service Rep

RCS Transportation

08.2005 - 11.2019

EXPEDITE AND ROUTE MOVEMENT OF INCOMING AND OUTGOING CARGO AND FREIGHT SHIPMENTS IN AIRLINE,
TRAIN, AND TRUCKING TERMINALS, AND SHIPPING DOCKS
TAKE ORDERS FROM CUSTOMERS AND ARRANGE PICKUP OF FREIGHT AND CARGO FOR DELIVERY TO LOADING
PLATFORM
Call and update any customers if any changes need to be made, if driver is going to late, or need to reschedule freight
Cover the Driver Qualification (DQ) files and ensure that they have the minimum items required by the DOT
Ensure that you have copies of all Chain-of-Custody reports and the result from pre-employment, random, and accident files in a secure location
Have the semi-annual statistics available from the random pool
Ensure that all physicals and medical cards are current
Make certain that you look at the safetsys.org and look up your DOT number
Go under the drivers and scroll to all inspections
Print out a copy of each inspection that you do not have a record for, and enquire from the specific driver because that paperwork was not turned into the safety department
Go over each log and find all mistakes
Hold a meeting with the drivers and correct them! Remember that if they look neat clean and complete, that goes a long way
Get the form and manner mistakes corrected, too
Have a copy of all reports involving driver and vehicle inspections, ensuring any out of service (OOS) items are documented repaired
Pull the maintenance records and ensure that you follow everything you need on the information required
Establish and document training given by having a sign in sheet signed by the driver with the date, topic covered, and instructor information and keep that file ongoing and up to date
I WOULD ALSO DO CSA REVIEW WITH EACH DRIVER, DO MONTHLY REVIEWS/ANNUL
REVIEWS, ALSO TO LET EACH DRIVER KNOW THEIR POINTS STOOD
I would maintain their driver efficacy, unsigned driving logs, missing logs, paper logs, etc
I would sign classes to drivers that would show repeated offence, and sometime put them on probation
I would also job verification for all new/old employee’s, by the DOT standers and laws.

Dispatcher, and Customer Service Representative

02.2008 - 02.2010

4
My job was to schedule drivers to pick up or deliver loads to customers or vendors
I was also responsible for keeping records, monitoring driver daily logs for errors or violations, and the monitoring of both drivers in relation to their remaining hours of service and equipment as to its availability
Another part of the job was to know a point of contact, and the fact that he or she could rely on me was another great asset that I brought to the company
They needed someone who was invested in keeping the driver legal while on the road and at the same time keeping the customer happy
Part of my job was to coordinate and manage the most efficient loads to remain cost effective to the company
I had to determine the best delivery methods and negotiate rates
I also needed to identify and evaluate any special needs for each load
Being highly organized and having the ability to handle high amounts of stress was a “steppingstone" in my job
Being the senior dispatcher was an essential part to the trucking operation to all drivers
My goal, as a dispatcher, was to make your customer happy and keep your drivers safe
The weather of all your drivers’ locations
My senior knowledge to other dispatchers was used and helped in their training, and having this experience is an asset
Another part of the job was based on intuition and complete knowledge of their industry
My background and knowledge of logistics was also helpful
I was also willing to learn company specific computer programs and help in training other employees to implement the programs
My knowledge grew and consisted of
International Dispatch and Domestic and was an essential part of my employment
A driver needs
Excel, Word, Outlook, QuickBooks 4 and 5, 45 wpm, Fax, Printer, Scan,
AS400/ TenStreet, etc ,EID, Sales, Billing, Call Center

Summary

Overview

Work History

Head CSR, Dispatcher

Customer Service Rep

Remote Customer Service Rep/ Sales

Driver Manager/LTL Freight

Head Dispatcher/Log Auditor/Customer Service Rep

Dispatcher, and Customer Service Representative

Education

GED -

Skills

Accomplishments

Certification

Timeline

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