Keyona Lowery
Washington,DC
Summary
Innovative, high performing customer service and sales professional who approaches company and team development creatively while maintaining high levels of customer service and professionalism. Leads a high performing team by example to ensure success in all metrics. Able to empower and inspire individuals to exceed expectations. Proven ability to bring fresh ideas to the table and create marketing strategies that enhance and grow business. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Location Manager
Forward Air
09.2022 - Current
- Cultivated focus on customer service and satisfaction with well-trained, empowered team.
- Anticipated, resolved and prevented operating difficulties through successful policies.
- Built strong team through proactive recruitment and hiring strategies.
- Developed business plans covering use of materials, equipment safety and employee management.
- Traveled to 15 different locations to scout and select appropriate ones for various scenes.
- Controlled location operational expenses and maintained budgets through balance of profit promotion and cost control.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Organized records of vehicles, schedules and completed orders.
- Developed and maintained knowledgeable and productive team of employees.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Directed activities of staff performing repairs and maintenance to equipment, vehicles, and facilities.
- Reviewed established business practices and improved processes to reduce expenses.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Divided and categorized cargo received and redirected shipments in response to customer requests.
Operations Manager
Forward Air
07.2021 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase profit levels.
- Partnered with vendors and suppliers to effectively manage and budget.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Reviewed shift reports to understand current numbers and trends.
- Trained new employees on proper protocols and customer service standards.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Location Supervisor
Forward Air
08.2020 - 07.2021
- Rotated merchandise and displays to feature new products and promotions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Effectively supervised staff of 4 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Operations Manager
FGO Logistics
12.2018 - 08.2020
- Maintained daily reports
- Training new individuals on company practices
- Ensure all legal and regulatory documents are filed and monitored with compliance
- Support work communication with management teams
- Made important policy, planning, and strategy decisions
- Made sure that all contractors were in compliance with DOT regulations
- Insured that all contractor's product was correct
- Identify, manage and resolve complex issues, preventing escalations, where possible in order to negotiate and resolve service risks effectively
- Demonstrate, by example, in-depth knowledge of the company's competency principles and practices, including coaching, teaching and mentoring while thinking strategically and identifying opportunities for optimization
- Leader and team player who sets an example for others by creating an open, honest, accountable and collaborative team environment.
Vendor Account Manager
TRANSCEND SERVICE
01.2018 - 01.2019
- Monitors the performance levels and provides guidance to preferred vendors
- Enforce standard methodologies, processes, and tools and ensure compliance
- Point of escalation and provide conflict resolutions while advising on service quality and tactics to keep up continuous improvement
- Track vendor metric compliance and overall customer satisfaction to ensure vendors maintain end-to-end accountability for customer satisfaction and overall delivery excellence
- Responsible for financial management and reporting, implementing organizational change, and optimizing processes at a governance cross-service line level
- Ensuring demand is understood, and function staffed with preferred vendors, and capacity to deliver on time
- Develop and maintain senior level, vendor and customer relationships
- Identify, manage and resolve complex issues, preventing escalations, where possible in order to negotiate and resolve service risks effectively
- Demonstrate, by example, in-depth knowledge of the company's competency principles and practices, including coaching, teaching and mentoring while thinking strategically and identifying opportunities for optimization
- Leader and team player who sets an example for others by creating an open, honest, accountable and collaborative team environment.
Phone Coordinator II
VERIZON – Government Solutions
01.2017 - 01.2018
- Respond to specific technical inquiries, answer billing and service related inquiries
- Manage all customer transactions, take accountability and make an effort to resolve all customer calls
- Respond to first level inbound customer calls relating to service and equipment requests
- Apply all necessary troubleshooting steps to resolve all problems, issues and inquiries, eliminating unnecessary transfers
- Utilize advanced troubleshooting skills and tools to accurately diagnose and resolve technical issues specific to provisioning, network connectivity and/or device related issues, engaging appropriate functional partners needed through resolution
- Review all customer accounts and identify opportunities improve revenue and improvement of services
- Access all customer account information while on calls to identify and match customer's need with the appropriate product and/or service
- Educate and inform the customer on the benefits and pricing of recommended products and services
- Respond to potential disconnection requests by listening to the customer and offering solutions
- Demonstrate personal commitment by adhering to VZW code of conduct and guidelines in all areas of work.
Manager
COMCAST
01.2015 - 01.2017
Assistant Manager
01.2014 - 01.2015
Sales Consultant
01.2012 - 01.2014
Tech Support
01.2010 - 01.2012
- Educate and inform customers of the benefits and value of products and services available to them
- Achieves and exceeds fiscal month goals by producing revenue generating units, maintaining a conversion rate of 35% or higher, and staying above 85% in customer satisfaction surveys
- Retains ample knowledge of products and services to ensure all customer questions are answered accurately and in a timely manner
- Acts as a mentor and point of contact to new hires to ensure policies, procedures, and sales tactics are understood and achievable
- Demonstrates leadership skills as a point of contact between team members and management
- Maintains amiable and professional nature when resolving escalated customer concerns
- Provide strong understanding and enthusiasm around technology especially around products and services
- Maintain detailed sales product knowledge, including competitive information while providing superior customer service during all customer interactions
- Utilize retention techniques to proactively retain existing customers from canceling service
- Meet or exceed sales quotas in an accountability-based culture
- Manage inventory, process equipment transactions, and handle high volumes of cash and other payment activity with a focus of maximizing the customer experience
- Work in a fast paced, high-volume environment and, where applicable cover multiple locations throughout the operating area; may be asked to travel to other Customer Service Centers to offer additional support.
Scheduling Manager
HBI LOGISTICS
01.2003 - 01.2010
- Oversees the schedules of 30 drivers and manage the completion of all deliveries
- Establishes and maintains relationships to ensure satisfaction by communicating schedule revisions or problems to customer in a timely fashion while providing excellent customer service
- Serve as Administrator for Scheduling System, maintaining and upgrading system for Superintendents and Project Managers
- Investigates scheduling and resolves concerns in the office and the field
- Initiates on-site scheduling training sessions for Project Managers & Superintendents for producing, updating and maintaining project schedules
- Develops and maintains professional relationships with vendors and all third parties to ensure successful completion of all deliveries
- Manage driver timesheets and payroll concerns
- Maintains operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures
- Contributes to team effort by accomplishing related results as needed
- Establishes, manages, and oversees that project specific scheduling information systems are maintained and used effectively
- Develop and implement an Executive Reporting system for upper management monitoring scheduling monthly.
Education
BBA - Business Management and Marketing
Clark Atlanta University
Atlanta, GA05.2000
High School Diploma -
Milford Mill High School General Studies And College
Baltimore, MD05.1996
Skills
- Microsoft Word, Excel, Outlook, PowerPoint, and Access, Comtract, Vision, Grandslam, 60 wpm
- Staff Development
- Performance Maximization
- Process Monitoring
- Resource Management
- Supply Chain Solutions
- Transportation Activity Management
- Customer Service
- Employee Performance Reviews
- Reverse Logistics
Accomplishments
- Received ELITE Award in 2015 and 2016 for exceptional sales and customer service
- Performing in the top 5% of the region.
Certification
- CM - Certified Manager Certification
- CPDW - Certified Professional in Distribution and Warehousing
Timeline
Location Manager
Forward Air
09.2022 - Current
Operations Manager
Forward Air
07.2021 - Current
Location Supervisor
Forward Air
08.2020 - 07.2021
Operations Manager
FGO Logistics
12.2018 - 08.2020
Vendor Account Manager
TRANSCEND SERVICE
01.2018 - 01.2019
Phone Coordinator II
VERIZON – Government Solutions
01.2017 - 01.2018
Manager
COMCAST
01.2015 - 01.2017
Assistant Manager
01.2014 - 01.2015
Sales Consultant
01.2012 - 01.2014
Tech Support
01.2010 - 01.2012
Scheduling Manager
HBI LOGISTICS
01.2003 - 01.2010
BBA - Business Management and Marketing
Clark Atlanta University
High School Diploma -
Milford Mill High School General Studies And College
- CM - Certified Manager Certification
- CPDW - Certified Professional in Distribution and Warehousing
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