Jennifer Flynn
Chase City,VA
Summary
Proven track record in enhancing customer service and operational efficiency at P & S Transportation, showcasing expertise in data entry and conflict resolution. Increased team productivity and customer satisfaction through innovative process improvements and effective complaint resolution. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
Work History
Customer Service Representative/Load Planner
P & S Transportation
10.2012 - Current
- Responded to customer requests for products, services, and company information.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Trained staff on operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to 100 customer requests daily, offering excellent support and tailored recommendations to address needs.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
Driver Manager/ Load Planner
Western Express, Inc.
06.2002 - 10.2012
- Addressed driver communications and provided required data to drivers.
- Coordinated with 50-60 drivers daily to organize timely pickup and delivery.
- Counseled drivers on violations of company policy or service standards to improve performance.
- Developed and maintained long-term, positive relationships with assigned drivers to enhance morale and productivity.
- Identified process breakdowns and developed improvement plans to resolve.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
- Created and enforced detailed organization processes to increase quality and service standards.
- Conducted research to address shipping errors and packaging mistakes.
- Reduced worker accidents by implementing improved safety standards and monitoring procedures.
- Coordinated with 50-75 different carriers for on-time delivery by tracking trucks for pick-up, estimating times of arrival and delivery and recovering loads.
Education
No Degree -
Bluestone High School
Skipwith, VA05.1993
Skills
- Account updating
- Paperwork Processing
- Information Security
- Data Entry
- Call Management
- Appointment Scheduling
- Complaint resolution
- Scheduling
- Data Collection
- Conflict Resolution
- Customer Relations
- Wool Spoil machine operator
- Automated Assembly
- Equipment Operation
- Preventive Maintenance
- Safety Compliance
- Equipment monitoring
- Machinery Cleaning
- Machine programming
- Problem-Solving
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Customer Service Representative/Load Planner
P & S Transportation
10.2012 - Current
Driver Manager/ Load Planner
Western Express, Inc.
06.2002 - 10.2012
No Degree -
Bluestone High School
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