Emmanuel Cole

• Coordinated with other members of the train crew to ensure timely departures and arrivals.
• Communicated effectively with customers regarding shipment status updates.
• Produced daily reports, switch lists, and train orders.
• Interacted with customers to answer questions about shipments and arrival times.
• Resolved disputes between shippers and receivers concerning discrepancies in orders or delivery dates.

• Directed a customer support team of 30+ individuals, improving service quality by implementing best practices that increased customer satisfaction by 30%.

Established a employee support forum, fostering a community that led to a 20% reduction in call volume as employees helped each other.

• Coordinated live support webinars and streaming Q&A sessions, improving customer education and reducing repeat call rates by 27%.

• Analyzed customer feedback from online platforms to inform logistics resulting in a 15% increase in user satisfaction with new features.

• Calmly managed and resolved customer situations during emergency's

• Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
• Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings by 36%.
• Create training materials on safety and security related to customer data, billing systems, employee confidentiality, and staying vigilant while on the job.
• Audit and evaluate performance of a minimum of 15 agents relative to workflow routing, time with company and skillsets.

• Collaborated with leadership to determine needs and devise improvement plans to reach strategic targets.
• Connected with customers to provide assistance and collect feedback to optimize operations.
• Led employee performance evaluations and rewarded top performers to retain quality personnel.
• Developed customer service procedures, policies and standards for customer service department.