Kenneth Ebert
Green Cove Springs,FL
Summary
Enthusiastic Telephone Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Bringing expertise in cold and warm calling. Meet targets consistently by tenaciously pushing past customers' skepticism with informative, conversational style.
Overview
17
17
years of professional experience
Work History
Transportation Customer Support Manager
Beacon Fisheries
03.2020 - Current
- Prepared and updated employees' daily work schedules and resolved delivery problems.
- Directed activities of vendor partners that performed repairs and maintenance to equipment, vehicles, and facilities.
- Conducted research to address shipping errors and packaging mistakes.
- Oversaw team of 10 drivers by reviewing performance to promote timely and efficient deliveries and operations.
- Managed our dispatching software Elite Extra and our HOS software Samsara. Completed all changes to staff.
- Managed compliance for our interstate drivers, making sure they did not receive violations and their trucks were safe to drive.
- Managed customer expectations when it came to quality of product and honoring their delivery time window.
- Collaborated with cross-functional teams to develop comprehensive solutions for complex logistical challenges.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
Transportation Customer Support Manager
Seabreeze Food Service
03.2019 - 03.2020
- Managed eighteen employees and eighteen trucks across two states. Also managed 3,000 accounts, and serviced twenty eight sales staff.
- Established long-term customer relationships through prompt and courteous service
- In charge of all software training, currently admin for both truck routing software and Hours of service software
- Conducted research to address shipping errors and packaging mistakes
- Assessed and targeted customer needs to forge and cultivate productive relationships and maintain top satisfaction levels
- Developed criteria, application instructions, procedural manuals, and contracts for federal and state public transportation programs
- Complied with Federal DOT laws to make sure we are following all HOS policies
- Managed all vendors for warehouse and for Fleet
- Evaluated and reconfigured systems to support customer service and operational goals
- Reported maintenance and repair needs for transportation vehicles and equipment
- Monitored department performance data to identify and avoid potential risks
- Oversaw scheduling for day-to-day activities of eighteen transportation employees
- Enhanced customer satisfaction by developing and implementing effective support policies and procedures.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Mentored new hires through onboarding processes, setting clear expectations for their role as Customer Support Managers within the organization.
- Launched employee recognition programs that motivated staff members to consistently deliver exceptional service standards.
- Collaborated with other departments such as marketing or product development teams striving towards consistent messaging across all platforms.
Remote Sales and Service Manager
DPC/ Agas Americas
05.2017 - 11.2019
- Traveled throughout assigned territory to leverage leads and visit existing customers.
- Maintained responsibility for multiple accounts within assigned territory, consistently touching base to assess needs and satisfaction.
- Increased sales volume by adding new accounts in Jacksonville territory first few months.
- Completed daily outbound calls up to 9 hours day.
- Contacted new and existing customers to discuss how their needs could be met through specific products and services. (Tank exchange or Rapid Recovery services)
- Identified prospective customers by using business directories and following leads from existing clients.
- Recorded accurate and efficient records in customer database called Sales force.
- Prioritized tasks and projects to meet tight deadlines
- Attended monthly sales meetings and quarterly sales trainings.
- Built relationships with customers and community to promote long term business growth.
- Asked to speak at local business meeting for local AC contractors about what we can bring to their business and for environment.
- Exceeded team sales goals.
- Increased sales revenue by developing and maintaining strong relationships with clients in the assigned territory.
- Enhanced customer satisfaction by promptly addressing and resolving service issues.
- Streamlined field operations for improved efficiency and reduced response time.
- Tested, collected, documented, and consolidated all gas into half ton units for pick up.
- Completed monthly inventory,
- Completed quotes for Rapid recover bids,
- Spoke at client business meetings explaining the benefits of what AGas can do for them, and the money and time they would save by using us.
Customer Service Associate/ Driver
Atlantic Transportation Services
03.2014 - 03.2017
- Exceeded all customer requests. Gave tours of surrounding cities, New York, D.C., and Baltimore, MD
- Assisted passengers with difficulties and/or disabilities in any manner needed
- Maintained safe and timely route completions
- Operated bus and navigation equipment in alignment with company safety, DOT and local traffic standards and regulations
- Provided passenger assistance including collecting fares and offering schedule and route information
- Anticipated challenges and made proactive decisions to maintain adherence to schedules and routes
- Transported passengers safely between destinations while following prescribed routes
- Followed maps and GPS software to adhere to routes or navigate high-traffic areas and times
Software And Hardware Analyst
RATEX BUSINESS SOLUTIONS
03.2007 - 03.2014
- Rendered direct support to approximately 80 users from 36 college bookstores across the country through the most comprehensive retail management system, Visual ratex
- Provided remote support in resolving all incoming issues using the Go Meeting and Host Access as the terminal emulator
- Demonstrated comprehensive understanding of the IBM Universe multi-value database, Avrad which is a pick-based programming tool set
- Administered the repair and replacement of all register components; as well as all requests from clients that are on the hardware maintenance contracts
- Successfully closed an average of 15 to 35 tickets a day through the company's ticketing system, Issuetrak
Education
Associate of Science - Liberal Arts And Sciences
MONTGOMERY COMMUNITY COLLEGE
BLUE BELL, PA05.2005
Skills
- Strategic planning
- Lead prospecting
- Sales
- Customer service
- Compelling presentations
- Account acquisition
- Tenacious follow-up
- Territory Management
- Customer Relationship Management
- Expertise in cold calling
- Adept multi-tasker
- Database Management
- Superior organizational skills
- SalesForce
- Project coordination
Additional Information
Have a CDL A Class License with PASS, TANKER, HAZMAT, AIR BRAKES 18 plus years experience.
Have a 608 Universal Cert.
Timeline
Transportation Customer Support Manager
Beacon Fisheries
03.2020 - Current
Transportation Customer Support Manager
Seabreeze Food Service
03.2019 - 03.2020
Remote Sales and Service Manager
DPC/ Agas Americas
05.2017 - 11.2019
Customer Service Associate/ Driver
Atlantic Transportation Services
03.2014 - 03.2017
Software And Hardware Analyst
RATEX BUSINESS SOLUTIONS
03.2007 - 03.2014
Associate of Science - Liberal Arts And Sciences
MONTGOMERY COMMUNITY COLLEGE
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