Jessica Kiner
Ankeny,IA
Summary
Hardworking professional experienced in field and ready for challenging assignments. Reliable in completing quality work and exceeding expectations.
Overview
20
20
years of professional experience
Work History
Safety Specialist
Bison Transport USA
Des Moines, IA
06.2021 - 05.2025
- Driver qualification management.
- Medical certification processing.
- HOS monitoring.
- Log Audits.
- Providing customer service to drivers.
- Terminated drivers in Samba and Dims.
- Added in new hired drivers in Dims and Tenstreet.
- On call when scheduled.
Customer Service Representative
Reddaway
Urbandale, USA
04.2020 - 06.2021
- Provided expert service by communicating information to customers and following up on promises.
- Used upselling and cross-selling techniques to provide solutions to customer issues.
- Answered inbound calls to greet and assist customers with various needs and questions.
- Recognized and solicited new business leads.
- Managed inbound and outbound calls to respond to inquiries and resolve concerns.
- Researched assistance requested and offered accurate information to resolve issues.
- Acted as company ambassador, professionally delivering high level of service and high-quality support to every customer.
Logistics Representative
YRC Worldwide/HNRY
Urbandale, USA
10.2019 - 03.2020
- Assessed failures in logistics processes and helped implement corrective actions.
- Responded to incoming customer calls to address equipment, service, and contract issues.
- Helped sales and accounting teams resolve invoicing discrepancies.
- Completed all necessary documentation to prevent time-sensitive shipments from being delayed.
- Continuously reviewed the organization's logistics costs such as transportation and vendor charges to identify savings opportunities.
- Upgraded orders to rush shipments for clients requiring immediate turnaround.
Resolution Coordinator
YRC
Urbandale, USA
10.2015 - 10.2019
- Pulled documentation to support customers' claims and proposed resolutions.
- Adapted to rapid changes and used critical thinking abilities to deliver highest level of support to sales team.
- Worked rapidly to assess and resolve situations to exceed performance requirements.
- Maintained excellent call control to keep clients on-point and avoid unnecessary service delays.
- Fielded inbound support calls of simple or complex nature and used expert knowledge to develop quick resolutions.
- Updated clients via frequent reports or phone conversations to discuss status, issues, and goals of case.
- Reviewed information offered by sales representatives, customers, and internal departments to verify fulfillment.
Customer Service Representative
Yellow
Urbandale, USA
10.2005 - 10.2015
- Responded to questions and followed up on customer interactions.
- Assisted members by coordinating responses involving multiple departments and personnel.
- Responded to concerns or complaints of members by taking prompt action, investigating and resolving wide range of issues.
- Directed individuals on usage and benefits of self-service tools.
- Addressed customer concerns and complaints, resolving issues quickly and efficiently.
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor.
- Consistently met identified team and client performance metrics, goals, and deadlines.
Education
Certificate - Business
AIB
Des Moines, IA05.1997
Skills
- Brand representation
- Upselling
- Refunds processing
- Call escalation
- Customer service
- Researching
- Driver qualification management
- Medical certification processing
- Log audits
- HOS monitoring
- Conflict resolution
- Critical thinking
- Data entry
- Documentation management
- Communication skills
- Problem solving
- Time management
- Attention to detail
- Incident reporting
- Safety auditing
- Records/files maintenance
- Team building
Timeline
Safety Specialist
Bison Transport USA
06.2021 - 05.2025
Customer Service Representative
Reddaway
04.2020 - 06.2021
Logistics Representative
YRC Worldwide/HNRY
10.2019 - 03.2020
Resolution Coordinator
YRC
10.2015 - 10.2019
Customer Service Representative
Yellow
10.2005 - 10.2015
Certificate - Business
AIB