Haley A. Bennett
Customer Service Leader
Garden City,MI
Summary
Detail-oriented customer service leader with strong analytical problem-solving skills. Ability to handle multiple projects specializing in quality, speed and process optimization. Proficient in using independent decision-making skills and sound judgment to positively impact company success and optimize customer satisfaction.
Overview
8
8
years of professional experience
Work History
Robotics Service Engineer
Nachi Robotics Systems, Inc.
2021.03 - Current
- Analyze, troubleshot and diagnose problems and provide prompt repair and solutions.
- Install, configure and test equipment on specialized platforms.
- Work cross-functionally within organization and external partners, integrators and vendors.
- Analyze and evaluate performance and optimize efficiency.
- Engage in first-level support for customers requiring routine support and troubleshooting.
- Test and checked performance of hardware and software programs.
- Provide customer feedback to team to facilitate project road map and relationship planning.
- Develop and maintain broad knowledge of applications and industry activity to stay aware of trends, issues and competitions.
- Dismantle defective machines and equipment and install new or repaired parts.
- Document maintenance activities and confirmed compliance with relevant regulations.
- Adjust machine settings to maximize performance and equipment longevity.
- Investigate and correct mechanical problems with machinery.
Carrier Management Associate
Penske Logistics LLC
2019.06 - 2021.03
- Tracked and maintained routes and shuttles from suppliers to Penske ODC's through LMS system.
- Processed and managed emails for added routes requested by ODC and Ford.
- Managed incoming calls from suppliers or carriers on route updates or cube outs.
- Processed CASS billing rejects, tracking numbers for added or unplanned rack lanes, reactivate or cancel requests
- Updated CMS (carrier management switchboard) with route changes, delays or cube out.
Shift Supervisor
Active Aero
2017.04 - 2019.06
- Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
- Prepared and monitored production levels to achieve targets.
- Conducted routine inspections to check quality and compliance with established specifications.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Managed shift schedules.
- Prepared daily, weekly, and monthly reports.
- Provide on-going coaching, leadership and mentoring to agents.
- Enforced company policies and regulations with employees.
Delivery Assurance Team Lead
Active Aero
2016.09 - 2017.04
- Oversaw day to day shift operations.
- Responsible for making sure critical situations were being closely monitored to ensure the best delivery times possible.
- Ensured current or changing policies and procedures were communicated to the team.
- Assisted in building team confidence through positive reinforcement and motivation.
- Maintained process improvements to further enhance productivity of deliveries.
Delivery Assurance Agent
Active Aero
2015.11 - 2016.09
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled high pressure customer situations with confidence, using critical thinking and complex problem solving analysis to provide effective resolution.
- Suggested additional services to customers in order to meet upsell goals.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Responsible for monitoring deliveries, ensuring customer satisfaction and maintaining accurate records.
Education
High School Diploma -
Skyline High School
Ann Arbor, MI05.2013
Skills
- Production Processes
- Technical Consulting
- ISO 9001 (5 years)
- Leadership Experience (3 years)
- Problem Resolution (5 years)
- Data Entry (6 years)
- Customer Service (10+ years)
- Microsoft Office (6 years)
- Logistics / Transportation (4 years)
- Kaizen (1 year)
- Time & Attendance Systems (4 years)
- Training & Development (3 years)
- LMS (1 year)
- CMS (1 year)
- Billing (1 year)
Timeline
Robotics Service Engineer
Nachi Robotics Systems, Inc.
2021.03 - Current
Carrier Management Associate
Penske Logistics LLC
2019.06 - 2021.03
Shift Supervisor
Active Aero
2017.04 - 2019.06
Delivery Assurance Team Lead
Active Aero
2016.09 - 2017.04
Delivery Assurance Agent
Active Aero
2015.11 - 2016.09
High School Diploma -
Skyline High School
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