Keianna Waters
Fort Myers,FL
Summary
Detail-oriented, results-driven, team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Seeking a position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Intermodal Capacity Procurement Executive
R+L Global Logistics
07.2016 - Current
- Primarily responsible for 50-100 manual movement of shipments through shipping process
- Uses computer system for tracking, logging, verifying and reporting.
- Follows shipping practices and procedures, and transportation routing, schedules and requirements
- Validates information provided on shipping documentation against shipments provided
- Developed and strengthened carrier relationships.
- Set up and negotiated contracts to obtain favorable pricing and delivery structures.
- Negotiated pricing and terms with carriers to secure best value for customer.
- Communicated regularly with carriers to uphold accountability for quality standards and timely delivery of goods.
- Cultivated strong relationships with carriers and customers to maintain and improve levels of customer service.
- Coordinated importing and exporting drayage movements.
- Coordinated domestic shipping movements
- Worked closely with international team for pricing and shipping coordinating.
Customer Service Representative
Alpine Access - Call Center
06.2010 - 03.2016
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered 100-200 constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries promptly.
Education
Bachelor of Science - Operations Management/Logistics And Transportation
South New Hampshire University
Hooksett, NH2026
High School Diploma -
Potomac High School
Dumfries, VA06.1997
Skills
- New Carrier and Customer Setup
- Carrier and Customer Liaison
- Price Negotiation
- MS Office
- Relationship Building
- Performance Improvement
- Attention to Detail
- Resourcefulness
- Customer Service
- Basic Mathematics
- Carrier Relationship Management
- Business Savvy
- Logistics Coordination
Awards
Receive monthly cash bonus awards for performance through 2016-2023.
Timeline
Intermodal Capacity Procurement Executive
R+L Global Logistics
07.2016 - Current
Customer Service Representative
Alpine Access - Call Center
06.2010 - 03.2016
Bachelor of Science - Operations Management/Logistics And Transportation
South New Hampshire University
High School Diploma -
Potomac High School
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