Summary
Overview
Work History
Education
Skills
Locating High value missing freight using cameraa and OSD knowledge
Timeline
Generic

Janelle Hole

West Valley,UT

Summary

Dynamic Customer Service Coordinator with proven expertise at Saia LTL Freight, excelling in complaint handling and relationship building. Recognized for enhancing customer satisfaction through innovative service protocols and effective problem-solving. Adept at managing high call volumes while maintaining meticulous attention to detail, ensuring efficient operations and exceptional client experiences.

Overview

25
25
years of professional experience

Work History

Customer Service Coordinator

Saia LTL Freight
06.2018 - Current
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
  • Participated in company-wide initiatives aimed at enhancing the overall customer experience.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Collaborated with cross-functional teams to identify areas of improvement and implement effective solutions.
  • Developed and implemented new customer service protocols, resulting in improved resolution rates and customer feedback.
  • Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
  • Recognized by management for outstanding performance as a Customer Service Coordinator during annual performance reviews consistently throughout tenure at company.
  • tested new programs to verify they were efficent

OS&D

Saia LTL Freight
02.2008 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Imaging Clerk

Saia LTL Freight
06.2007 - Current
  • Provided excellent customer service when interacting with internal clients regarding their image request needs or concerns.
  • Promoted a positive work environment through effective communication with colleagues and supervisors alike.
  • Maximized productivity with proficient use of advanced imaging equipment and software tools.

Customer Service Representative

JetBlue
10.2004 - 01.2006
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Teller New Account Manager

Zions Bank
02.2000 - 09.2003
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Assisted customers with account inquiries, resolving issues promptly and professionally.
  • Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
  • Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
  • Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
  • Educated customers on use of banking website and mobile apps.
  • Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
  • Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
  • Processed customer transactions promptly, minimizing wait times.

Education

High School Diploma -

Stone Mountain
Stone Mountain, GA

Skills

  • Account management
  • Documentation skills
  • Complaint handling
  • Customer focus
  • Clerical support
  • Quality assurance
  • Call center experience
  • Retail experience
  • CRM software
  • Performance monitoring
  • Customer service excellence
  • Documentation
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Meticulous attention to detail
  • Administrative support
  • Problem-solving
  • Time management
  • Workflow management
  • Decision-making
  • Technical support
  • New hire training
  • Relationship building

Locating High value missing freight using cameraa and OSD knowledge

I have been able to locate over $200,000 in missing freight this year alone. 

Timeline

Customer Service Coordinator

Saia LTL Freight
06.2018 - Current

OS&D

Saia LTL Freight
02.2008 - Current

Imaging Clerk

Saia LTL Freight
06.2007 - Current

Customer Service Representative

JetBlue
10.2004 - 01.2006

Teller New Account Manager

Zions Bank
02.2000 - 09.2003

High School Diploma -

Stone Mountain

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Janelle Hole