Work Preference
Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Open To Work

Khara Mitchell

Charlotte ,NC

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Courier ContractorCourier ContractorTechnical Support SupervisorTechnical Support Representative

Work Type

Full TimeContract WorkConsultingGig Work

Salary Range

$45000/yr - $200000/yr

Important To Me

Work-life balanceFlexible work hoursHealthcare benefitsPaid sick leavePaid time offCareer advancement401k match

Summary

Dynamic and results-driven professional with extensive experience as a Courier Contractor at Amazon Flex, excelling in route optimization and customer relationship building. Proven ability to enhance delivery efficiency and ensure timely service while maintaining a clean driving record. Adept at problem-solving and adapting to changing circumstances, consistently exceeding customer satisfaction goals.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Courier Contractor

Amazon Flex
11.2021 - Current
  • Operated scanning devices efficiently, ensuring accurate input of package data into the tracking system.
  • Minimized potential damage by carefully handling fragile parcels and adhering to specific packing requirements.
  • Increased customer satisfaction through prompt and professional communication during pick-ups and deliveries.
  • Reduced late or missed deliveries by consistently following up with dispatchers regarding updates on current assignments.
  • Delivered packages efficiently in urban and rural areas, ensuring timely service.
  • Proactively maintained vehicle cleanliness and performed routine maintenance checks for optimal performance on the road.
  • Developed strong interpersonal and communication skills from interacting professionally with dispatchers, upper management, and peers.

Courier Contractor

Spark
10.2021 - Current
  • Delivered packages efficiently in urban and rural areas, ensuring timely service.
  • Navigated routes using GPS technology, optimizing delivery schedules for increased efficiency.
  • Communicated with clients to confirm delivery details and resolve any issues promptly.
  • Expedited urgent deliveries by prioritizing tasks effectively under tight deadlines, without compromising quality or accuracy.
  • Enhanced delivery efficiency by optimizing routes and time management strategies.
  • Provided excellent customer service during pick-ups and deliveries, fostering strong rapport with clients for repeat business opportunities.
  • Demonstrated adaptability when managing unexpected changes in delivery schedules due to unforeseen circumstances.
  • Proactively maintained vehicle cleanliness and performed routine maintenance checks for optimal performance on the road.

Technical Support Supervisor

Verizon
11.2018 - 10.2021
  • Assisted in troubleshooting technical issues to improve customer satisfaction.
  • Provided support for software and hardware inquiries, enhancing user experience.
  • Documented common technical problems and solutions for knowledge base improvement.
  • Conducted training sessions on software tools to boost team productivity.
  • Monitored ticketing system performance to ensure timely issue resolution.
  • Collaborated with team members to streamline support processes and workflows.
  • Reduced employee turnover by fostering a positive work environment focused on teamwork, open communication, and ongoing skill development.
  • Monitored team performance and facilitated the necessary training programs to help maintain a high level of competence among support staff.
  • Evaluated staff performance regularly, providing constructive feedback aimed at continuous improvement in service delivery standards.
  • Managed escalated customer complaints, resulting in swift resolutions and strengthened client relationships.
  • Improved customer retention rates by consistently delivering prompt and effective technical assistance tailored to individual needs.
  • Led regular meetings with the team to discuss updates in technology trends, ensuring all members stayed current with industry developments.
  • Ensured customer data was protected by following strict security protocols and promoting compliance within the team.
  • Devised strategies that allowed an increase in first-call resolution rates by empowering representatives with additional problem-solving tools.

Technical Support Representative

Verizon
07.2012 - 11.2018
  • Resolved technical issues for customers, enhancing satisfaction through effective troubleshooting and support.
  • Provided guidance on product features and services, ensuring customers utilized solutions effectively.
  • Collaborated with cross-functional teams to streamline support processes and improve response times.
  • Documented customer interactions in CRM systems, maintaining accurate records for future reference.
  • Trained new team members on troubleshooting procedures and customer service protocols, fostering knowledge sharing.
  • Conducted follow-up calls to ensure issue resolution, reinforcing commitment to customer care excellence.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
  • Maintained high levels of customer satisfaction, consistently exceeding departmental goals.
  • Achieved recognition for outstanding problem-solving skills in complex technical environments.

Education

Business Administration And Management

Strayer University
Charlotte

Skills

  • Relationship building and rapport
  • Working independently
  • Problem-solving
  • Time management
  • HIPAA compliance
  • Verbal and written communication
  • Safety protocols
  • Hazmat protocols
  • Delivering time-sensitive specimens
  • Adaptability and flexibility

Certification

Bloodborne Pathogens

HIPPAA Compliance Training Program

Timeline

Courier Contractor

Amazon Flex
11.2021 - Current

Courier Contractor

Spark
10.2021 - Current

Technical Support Supervisor

Verizon
11.2018 - 10.2021

Technical Support Representative

Verizon
07.2012 - 11.2018

Business Administration And Management

Strayer University

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