Kelsey DuBois
Summary
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving innovation. Demonstrates superb judgment in balancing customer, employee, and company objectives. Background knowledge with Walmart customer service experience showing broad perspectives, relationships, and ability to support an evolving network.
Overview
4
4
years of professional experience
Work History
Senior Customer Service Manager
Uber Freight
Rogers, Arkansas
03.2023 - 2026
- Monitored key performance indicators to drive team performance initiatives.
- Implemented customer service best practices across the team consistently.
- Established positive rapport with customers, managers, and customer service team members to foster a collaborative and effective work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Generated KPI reports to identify trends and support data-driven improvements.
- Managed numerous customer accounts with diverse needs, expectations and requirements.
- Enhanced company-wide procedures and policies to elevate employee morale and strengthen customer satisfaction.
- Analyzed trends in customer inquiries and developed solutions accordingly.
Customer Service Manager
Uber Freight
Rogers, Arkansas
01.2021 - 03.2023
- Managed customer inquiries across multiple channels, ensuring timely and effective responses.
- Led weekly team meetings to discuss progress and challenges faced.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Acted as primary contact for customers and internal teams on escalated issues, facilitating prompt resolutions.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Implemented operational improvements to enhance customer service quality and satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Operations Manager
Transplace - The 3pl & Technology
Rogers, Arkansas
09.2018 - 01.2021
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Streamlined logistics processes to improve operational efficiency and minimize delays.
- Coordinated delivery routing, team workflows, and promotional initiatives to optimize operations.
- Analyzed data trends to identify opportunities for process improvements in operations.
- Measured and reviewed performance via KPIs and metrics.
- Presented performance and productivity reports to supervisors.
- Collaborated with clients to devise strategies for meeting sales and customer service objectives.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
Education
Associate of Arts -
NorthWest Arkansas Community College
Bentonville, AR01-2012
Skills
- KPI management
- Data analytics
- Business analysis
- Reporting oversight
- Strategic planning
- Team leadership
- Supplier Relationships
- Corporate communications
- MS office
- Database development
Timeline
Senior Customer Service Manager
Uber Freight
03.2023 - 2026
Customer Service Manager
Uber Freight
01.2021 - 03.2023
Operations Manager
Transplace - The 3pl & Technology
09.2018 - 01.2021
Associate of Arts -
NorthWest Arkansas Community College