Hi, I’m
Emily Cogan
Amelia,OH
Judge a man by his questions rather than his answers.
Voltaire
Summary
Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
8
years of professional experience
4
years of post-secondary education
Work History
RDIMilford, OH
Customer Service Representative Lead
11.2021 - Current
Job overview
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Implemented company policies and procedures for professional, cohesive customer care.
- Created reporting systems to track customer service performance and improve insight.
- Managed customer service budgets for cost-effective staff and resource allocation.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Assessed customer service data to identify and address improvement opportunities.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Sought ways to improve processes and services provided.
- Investigated and resolved customer inquiries and complaints quickly.
CLI; Bosch Automotive
Administrative Shipping Clerk
08.2019 - 10.2021
Job overview
- Responsible for keeping picking/deliveries on schedule with set times schedules; data entry in SAP Program; Inspecting parts to determine damages or restock availability; assist floor Supervisors in picking/delivering parts to customer (Bosch); resolve issues regarding inventory.
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
- Sorted and delivered materials to different work areas and staff.
Transportation Logistics| Groneck Total Transportation
Dispatcher
10.2017 - 01.2019
Job overview
- Responsible for keeping track of assets used by drivers; Maintaining an organized workflow with extreme multitasking skills; Recognizing anomalies on paperwork and reporting to upper management; Reporting maintenance issues to the Fleet Manager; ensuring proper DOT rules and regulations are followed; Data entry; Maintain logs of driver's status and/or activities
Castellini
Customer Service Rep/ Dispatcher
04.2015 - 08.2017
Job overview
- Responsible for keeping customers informed on delivery times/late departures; Data entry for daily shuttles; Assist dispatcher in monitoring route and status of drivers for ETAs; Key in returns from customers; Informing upper management of issues regarding customers and/or drivers; Ensuring proper DOT rules and regulations are followed; Monitoring driver status using PeopleNet
Education
Indiana Wesleyan University
from Human Resources Management
04.2021 - 10.2022
Northern Kentucky UniversityHighland Heights, KY
01.2009 - 05.2011
Lakota West High School
Diploma
University Overview
General Studies; Chorale/Womens Choir member; Business/Ads Manager of the Voice (school newspaper)
Skills
Microsoft Online programs
Complaint resolution
Training development aptitude
Warehousing functions
Professional telephone demeanor
Documentation and reporting
Written and oral communication
Call center operations
Complaint resolution
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative Lead
RDI
11.2021 - Current
Indiana Wesleyan University
from Human Resources Management
04.2021 - 10.2022
Administrative Shipping Clerk
CLI; Bosch Automotive
08.2019 - 10.2021
Dispatcher
Transportation Logistics| Groneck Total Transportation
10.2017 - 01.2019
Customer Service Rep/ Dispatcher
Castellini
04.2015 - 08.2017
Northern Kentucky University
01.2009 - 05.2011
Lakota West High School
Diploma
05.2009