Justin Watson
Fort Lauderdale,FL
Summary
High-performing professional with several years of experience delivering successful improvements for business operations, profitability, and team development. Resourceful project manager and compliance specialist dedicated to sustaining operational accuracy and delivering results for optimal profitability.
Overview
8
8
years of professional experience
Work History
Operations Manager
Dispatch group logistics
Fort Lauderdale, FL
02.2023 - 09.2024
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Developed and implemented operational procedures to ensure quality standards are met.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Addressed customer concerns with suitable solutions.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Delivered positive customer experiences by implementing effective quality assurance practices.
Customer Service Manager
Dynamic Dynasty
Edison, NJ
06.2022 - 02.2023
- Provided exceptional customer service to ensure customer satisfaction.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Developed policies and procedures related to customer service operations.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Customer Service Manager
Gold Standard/American Moving and Freight
Fort Lauderdale, FL
05.2021 - 05.2022
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
05.2021 - 11.2021
- Proficient with Granot, Resolved billing and onsite complaint, Dispatched move to carrier, Relay client updates to carrier
05.2019 - 03.2021
- Pitch debt relief program to various leads, Inform client of benefits of program, Educate Client about Payday loan laws, Renegotiate term of previous loan agreement, Walk client through E-signature
03.2017 - 05.2019
- Purchase leads and certify leads are good, Hire and train new agents, Conduct Welcome calls and team meetings, Manage employee phone metrics, Administer commission to eligible employees, Provide areas of opportunities for agents
03.2022
- Resolve onsite issues of price, Advise client of transit time, Ensure client knows difference of service, Record all interaction with client and Loading crew, Submit claim forms
Education
High School Diploma -
Miramar High School
Miramar, FL05-2006
Skills
- Microsoft Office: Word, Excel, PowerPoint, Outlook
- Management level experience in call center environment
- Some soft skill IT Knowledge
- Good comprehension ability
- 35-40 WPM typing
- Fast and Accurate Learner
- Can lift over 100 lbs
- Performance monitoring
- Data Analysis
- Incidents management
- Workflow Optimization
- Document Control
- Performance reporting
- Inventory Management
- Customer Retention
- Contract Management
- Staff retention
- Client Relationships
- Project Leadership
- Negotiations expert
Schooling
2002, 2006, Miramar High School, Miramar, FL
Timeline
Operations Manager
Dispatch group logistics
02.2023 - 09.2024
Customer Service Manager
Dynamic Dynasty
06.2022 - 02.2023
03.2022
Customer Service Manager
Gold Standard/American Moving and Freight
05.2021 - 05.2022
05.2021 - 11.2021
05.2019 - 03.2021
03.2017 - 05.2019
High School Diploma -
Miramar High School
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