Kellie Amick
Bumpass,VA
Summary
Diligent Customer Service Coordinator with proven background in coordinating and managing service operations. Successfully streamlined workflows resulting in increased efficiency and enhanced customer satisfaction. Demonstrated ability in team collaboration and problem-solving.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Coordinator
Southern Plumbing of VA
06.2023 - 06.2025
- Coordinated scheduling and dispatching of service technicians to optimize workflow efficiency.
- Developed and maintained customer relationships through effective communication and resolution of inquiries.
- Streamlined service request processes, improving response times for customer needs and service delivery.
- Mentored junior staff on best practices for client interactions and operational procedures.
- Analyzed service reports to identify trends, enhancing decision-making for resource allocation.
- Managed inventory tracking systems to ensure availability of necessary materials for service operations.
- Led cross-functional meetings to align departmental goals with overall business objectives, driving strategic initiatives forward.
- Implemented training programs for new hires, fostering a knowledgeable and skilled team environment.
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Assessed customer needs and developed solutions to meet needs.
- Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Enhanced customer satisfaction by efficiently addressing and resolving service issues.
- Coordinated and monitored service activities to confirm work met all requirements.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Communicated with clients and service providers to provide updates on work progress.
- Developed comprehensive service plans tailored to individual client needs, resulting in high levels of satisfaction.
- Streamlined service coordination processes for improved team productivity and response times.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Collaborated with cross-functional teams to optimize service operations and improve client experiences.
- Coordinated with vendors and suppliers to maintain optimal inventory levels of tools, equipment, and parts required for services rendered.
- Reduced client wait times by implementing an effective system for prioritizing urgent or time-sensitive requests.
- Prepared reports on service performance metrics and key indicators for management review.
- Liaised with finance department to ensure accurate billing and resolve any discrepancies, enhancing customer trust and satisfaction.
- Addressed and resolved service-related issues, restoring client confidence and preventing potential loss of business.
- Analyzed service data to identify trends and areas for improvement, contributing to strategic planning.
- Implemented new scheduling system to optimize resource allocation and maximize service delivery.
- Maintained comprehensive records of service requests and resolutions, contributing to database for future reference and training.
- Customized service offerings to meet unique needs of key clients, enhancing client satisfaction and loyalty.
- Collaborated with marketing department to highlight customer success stories in promotional materials.
- Increased client trust with consistent follow-ups to gather feedback and address concerns.
- Streamlined communication between service departments, ensuring timely updates and reducing errors.
- Negotiated service contracts with clients, securing favorable terms and ensuring clear communication of service scopes.
- Enhanced team efficiency by coordinating service schedules and reducing downtime between appointments.
- Conducted regular reviews of service processes, identifying and implementing efficiencies to reduce costs.
- Reduced client wait times by effectively managing service queue and prioritizing urgent cases.
- Facilitated team meetings to discuss performance metrics, leading to unified approach towards service goals.
Transportation Supervisor/Dispatcher
U.S. Xpress
01.2020 - 05.2022
- Manages all aspects related to drivers.
- Supervises driver performance to ensure proper balance is achieved with business needs and driver needs; discipline and/or write up drivers when warranted; makes recommendations for terminations.
- May assist with the set up and management of new accounts.
- Responsible for addressing issues and disputes for drivers.
- Track and work with the customer(s) to receive assigned lanes and commitment levels from shipping locations. Includes responsibility for the ETA of the trucks at each stop.
- Ensures drivers and equipment are performing as necessary to provide on-time service.
- Ensures all fleet maintenance programs are current on tractors and trailers.
- Maximizes revenue per tractor through appropriate equipment utilization.
- Documents and communicates all service-related issues.
- Develops a sense of trust and integrity with the customer.
- Seeks appropriate guidance from leadership on matters that could negatively impact USX financially.
- Plans loads for driver pick up and drop offs based on availability, preferences keeping in mind driver hour requirements, contacts drivers with schedules
- Coordinates with drivers on physicals and random drug screens as well as CDL renewal deadlines based on Safety Department tracking and correspondence.
Merchandise Representative
Ashley Furniture HomeStore
02.2018 - 01.2020
- Product replenishment management for 11 retail locations, based on sales projections and inventory.
- Constant communications with our delivery carriers to establish etas on merchandise transfers, pickups, deliveries and service issues/complaints.
- Experienced in ordering truckloads and containers for inventory while providing accurate updates to our sales staff and customer care departments.
- Responsible for all product pricing to meet target margins, creating retail tags, inventory balancing, and developing strong sales and promotional materials for management and sales staffs.
Education
High school diploma -
Spotsylvania High School
Skills
- Logistics
- Transportation Management
- Freight Experience
- Tractor Trailer
- Transportation Management Systems
- Product Management
- Pricing
- Retail Management
- Retail Sales
- Customer Service Management
- Maintenance Management
Certification
- Certified Nursing Assistant Training - 2001
Timeline
Service Coordinator
Southern Plumbing of VA
06.2023 - 06.2025
Transportation Supervisor/Dispatcher
U.S. Xpress
01.2020 - 05.2022
Merchandise Representative
Ashley Furniture HomeStore
02.2018 - 01.2020
High school diploma -
Spotsylvania High School
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