Reading Novels and Self-Help Books
DONNA JOHNSON
Over Short Damages/ Customer Service
Forney,TX
Summary
Proven customer service professional with a track record of enhancing customer satisfaction at Old Dominion Freight Line, Inc. through expert complaint handling and empathy. Skilled in utilizing advanced dispatch apps and maintaining up-to-date industry knowledge, contributing to efficient operations and positive outcomes in high-stress environments. Demonstrates patience and collaboration, improving service quality and response times.
Overview
14
14
years of professional experience
Work History
Over/Short/Damage Customer Service
Old Dominion Freight Line, Inc.
07.2018 - Current
- Managed 40 + inbound calls and emails from customers, company sales team & drivers while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Assisted customers in navigating the company website or mobile app for self-service options when applicable.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
- Negotiated successful resolutions between customers and the company during disputes or disagreements.
- Enhanced customer experiences by providing timely and accurate information on products and services.
- Collaborated with team members to improve overall response times and service quality.
- Served as a liaison between customers and other departments within the organization, ensuring seamless coordination in addressing client needs.
Dispatch Clerk
AAA Cooper Transportation
07.2010 - 11.2017
- Managed high-stress situations effectively by maintaining clear communication channels among drivers, supervisors, and customers.
- Tracked and submitted daily reports for a major company account.
- Utilized advanced dispatch apps to schedule and prepare manifests for 90+ driver routes,
- Maintained up-to-date knowledge of industry regulations and safety guidelines to ensure compliance across all aspects of the dispatch operation.
- Provided customer support by tracing shipments, scheduling pickup requests, monitoring and providing shipment ETA's.
Education
No Degree - Basic Studies
Northeastern State University
Tahlequah, OKMedical Billing & Coding Certificate - Medical Billing And Coding
Everest College
Arlington, TX11.2010
Skills
- Complaint Handling
- Empathy Display
- Patience Maintenance
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
Proficient in navigating AS400
- Responsible for handling customer shipping inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Ensured that customers were satisfied with company services by soliciting customer feedback either via email or phone calls.
- Professionally processed 40+ calls per day, providing information and service to ensure customer satisfaction.
- Pulled and managed daily shipment discrepancy reports
Interests
Working out
Learning Spanish
Timeline
Over/Short/Damage Customer Service
Old Dominion Freight Line, Inc.
07.2018 - Current
Dispatch Clerk
AAA Cooper Transportation
07.2010 - 11.2017
No Degree - Basic Studies
Northeastern State University
Medical Billing & Coding Certificate - Medical Billing And Coding
Everest College