Jessi Jones
Sr. Customer Service Representative
Hernando,MS
Summary
Dedicated Senior Customer Service Supervisor with a strong work ethic and a commitment to excellence. I work well under pressure both individually and as part of a team. Exceptional presentation, interpersonal and communication skills.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Representative
Ozark Motor Lines
Memphis, United States
03.2018 - Current
- Supervising and training employees on AS400 and Ozark customer service protocols.
- Supervising employees on day to day handling for OTR & Local customers.
- Quoting Rates and availability for established and future customers. Relaying relevant or changes in current information to established and future customers
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Greeted customers and listened closely to problems described to determine solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Processed, scheduled and executed customer orders for new and established customers.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Escalated issues to proper mangers when standard processes were not effective.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Customer Service Supervisor
Intermodal Cartage IMCG
Memphis, TN
11.2011 - 03.2018
- Supervising and training employees on SWS and IMCG customer service protocols.
- Supervising employees on day to day handling for OTR customers.
- Managing response times and correspondence for an average of 1000 emails per day
- Quoting Rates and availability for established and future customers.
- Relaying relevant or changes in current information to established and future customers.
- Meeting with upper Management to discuss situations and give an over view of the day to day proceedings.
- Schedule all delivery orders and request from customer.
- Trace import containers to confirm LFD.
- Prepare customer reports.
- Manage pool reports.
- Work CNI.
- Verify all scheduled loads for same day are dispatched and arrive in a timely manner.
- Verify all loads scheduled are dispatched for next day prior to leaving.
- Notify supervisor/manager of all service failures.
- Proposes and implements solutions to improve overall customer service.
- Creates and updates location profiles.
- Works with dispatcher as volumes/vacation schedules dictate.
- Other projects assigned by management.
Education
Bachelor of Science - Exercise Science
University of Mississippi
Oxford, MS2010
Bachelor of Arts - Psychology
University of Mississippi
Oxford, MS2010
Skills
- Personable and Approachable
- Organized and Detailed
- Clear Communicator of Complex Ideas
- Culturally-sensitive
- PowerPoint
- Excel
- Multitasking
- Advanced Problem Solving
- Solution Oriented
- Enthusiastic
- Responding to Difficult Customers
- Establishing and Maintaining Customer Relationships
Accomplishments
- Senior Customer Service Supervisor with Ozark Motor Lines for 4 years.
- Promoted to Supervisor within the first five years with IMC.
- One of only two women supervisors at IMC Memphis Location
- CS Supervisor for the largest grossing division at IMC Memphis Location
- Uphold an All American, confident image Activities/ Certifications
- Certified Chiropractic Assistant (MS).
Affiliations
American Association of Cheerleading Coaches & Administrators
NCA Top Veteran Instructor of the Year 2006
Ole Miss Diamond Girl 2005-2008
Ole Miss Cheerleader 2005-2006
Ole Miss Marketing intern
American Red Cross Certifications-
Infant and Child CPR
Adult CPR/AED
First Aid (adult/child)
Timeline
Senior Customer Service Representative
Ozark Motor Lines
03.2018 - Current
Customer Service Supervisor
Intermodal Cartage IMCG
11.2011 - 03.2018
Bachelor of Science - Exercise Science
University of Mississippi
Bachelor of Arts - Psychology
University of Mississippi
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