Holly Wolak
Houston
Summary
Dynamic professional experienced in customer relationship management and team collaboration. Specializes in process improvement and data analysis to drive operational efficiency and elevate service quality across all customer touchpoints.
Overview
17
17
years of professional experience
Work History
Customer Service Manager of Retail Sales
Franklin Foods, Inc
Boca Raton
10.2018 - Current
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone, email and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Developed and implemented strategies for providing excellent customer service experience.
- Served as main point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Collaborated with sales team to determine best ways to drive market share.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Evaluated and authenticated returns, exchanges and voids.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Managed multiple accounts simultaneously while meeting deadlines.
- Participated in brainstorming sessions to develop new ideas for business development initiatives.
- Prepared and presented detailed reports on account status, challenges, and growth opportunities to executive leadership.
Fleet Manager
Universal Intermodal
Louisville
02.2016 - 08.2018
- Developed and implemented route optimization strategies to enhance delivery efficiency.
- Ensured all vehicles were equipped with necessary tools prior to departure from warehouse.
- Resolved customer complaints regarding late or incomplete deliveries by working with logistics teams to find solutions.
- Coordinated with other departments to ensure timely delivery of goods and services.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Assigned drivers to appropriate routes based on customer needs.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Updated records of driver locations, delays, and cancellations.
- Scheduled loads according to priority and available equipment.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
Traffic Manager
Caudill Seed
Louisville
05.2009 - 02.2016
- Coordinated traffic flow for multiple projects, ensuring timely completion and adherence to deadlines.
- Streamlined communication channels between departments, enhancing collaboration and project efficiency.
- Monitored project timelines and deliverables, facilitating adjustments to meet shifting priorities.
- Managed vendor relationships, ensuring reliable delivery of materials and services for ongoing projects.
- Reviewed project requirements to identify potential roadblocks, proactively addressing issues before escalation.
- Developed and maintained project schedules, tracking progress and ensuring alignment with organizational objectives.
- Facilitated communication between different departments involved in transportation activities.
- Coordinated with vendors for timely delivery of materials and services.
- Resolved customer complaints regarding delays in shipments or other transport-related issues.
Education
Associate of Arts - General Studies
Strayer University
Louisville05-2010
Skills
- Customer relationship management
- Conflict resolution
- Logistics coordination
- Process improvement
- Inventory management
- Data analysis
- Quickly grasp new operating systems and technology
- Proficient in Microsoft Office Suite
- Proficient in SAP
- Proficient in FACTS
References
References available upon request.
Timeline
Customer Service Manager of Retail Sales
Franklin Foods, Inc
10.2018 - Current
Fleet Manager
Universal Intermodal
02.2016 - 08.2018
Traffic Manager
Caudill Seed
05.2009 - 02.2016
Associate of Arts - General Studies
Strayer University