Kwamaysia Henderson
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Commercial Truck Driver
Hello Fresh Grocery Delivery E-Services
02.2023 - Current
- Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to logistical and scheduling issues.
- Logged daily delivery details, customer issues and mileage to maintain open communication with management and keep compliant records.
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
- Finalized daily logs on schedule to update internal records and uphold DOT requirements.
- Reviewed transportation and shipping documentation and manifests to verify accuracy of inventory counts.
- Operated with safety and skill to avoid accidents and delays.
- Dropped and hooked trailers and changed configuration of equipment.
- Inspected trucks for malfunctions and reported vehicles to management for corrective action.
- Obtained necessary permits and licenses to operate various commercial vehicles legally.
Licensed Transportation Operations Management Team
Amazon
03.2021 - 02.2023
- Perform various functions within the yard, support site operations teams, internal transportation field teams, and external carriers, as needed, to ensure all trailers arrive and depart on time with zero defects and to maintain a fluid trailer pool
- Operate Commercial Motor Vehicles (CMVs) on non-public roads or in yard to move trailers to/from dock and parking locations
- Operate CMVs over the road as required while staying on predetermined routes and using approved equipment
- Comply with company policies, procedures, and DOT regulations
- Complete driver vehicle inspection reports on equipment and notify managers of any maintenance or delivery issues encountered
- Prepared and updated employees' daily work schedules and resolved delivery problems.
- Collaborated with planner to schedule and implement backhaul processes to meet third-party backhaul goals.
- Oversaw team of 14 drivers by reviewing performance to promote timely and efficient deliveries and operations.
- Organized records of vehicles, schedules and completed orders.
- Supervised department personnel by assigning and directing daily tasks as well as evaluating performance to enhance productivity and resolve problems.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Observed staff to review compliance and safety to minimize losses due to violations or damage.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Trained and guided team members to maintain high productivity and performance metrics.
PIT and WarehOuse Operations Trainer
Amazon
05.2020 - 03.2021
- Seasonal Amazon Learning Trainer
- Perform data entry to include inputting and updating of training rosters
- Develop, deliver and assess a multitude of training classes for both new and seasoned employees
- Support Ambassadors in their roles in delivering training and coaching Associates
- Successfully participated in the launch of Amazon Site DCA6
- Developed job-specific competencies and performance standards.
- Developed lesson plans, instructional materials and written practice tests for powered equipment and productivity training courses.
- Trained and mentored 100+ new personnel hired to fulfill various roles.
- Facilitated virtual, in-person and blended learning sessions.
- Provided coaching and mentoring to employees.
- Established and maintained quality control standards.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed and implemented successful onboarding program.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
Warehouse Fulfillment Associate
Amazon
10.2018 - 05.2020
- Deciphering work orders
- Locating merchandise in storage locations
- Picking/packing items for shipment
- Product inspection
- Successfully operating powered industrial trucks to collect customer orders
- Maintaining hourly quality and quantity metrics
- Wrapped pallets in shrink wrap prior to loading.
- Pulled orders quickly to maintain demanding productivity goals.
- Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
- Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
- Pulled merchandise from inventory storage and documented quantities to maintain accuracy.
- Moved merchandise using forklifts, pallet jacks and hand trucks.
- Stocked warehouse efficiently by comparing item numbers with storage locations.
- Picked and packed order items.
- Stocked shelves to match planogram images and instructions.
- Tracked production and quality control systems to proactively identify deficiencies.
- Moved pallets to and from trucks and around warehouse with forklifts to stay on top of demanding schedules.
Customer Service Representative Team Lead
Verizon Wireless
04.2018 - 01.2019
- Answering customer calls and actively listening to identify their issues
- Troubleshooting problems and resolving a range of customer issues from devices to billing and service concerns
- Building customer relationships, earning their loyalty and trust
- Generating excitement for new solutions and products that could enhance customer experience
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Implemented company policies and procedures for professional, cohesive customer care.
- Onboarded and trained customer representatives to meet performance and service goals.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Customer Care Specialist
Assurant
01.2018 - 04.2018
- Handle in-bound calls from customers by researching and resolving loan level inquiries in hazard insurance, mortgage banking and property loss
- Listening to customer concerns and showing empathy while resolving their issue
- Take the initiative to truly understand our customers current challenges, solve them, and use your expertise to proactively help them avoid future challenges
- Participate in special projects, assume new responsibilities, and adjust priorities as requested
- Responded to customer needs through competent customer service and prompt problem-solving.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Took ownership of customers issues to follow problems through to resolution.
- Assessed and offered solutions to improve procedures and customer experiences.
- Used exceptional communication to connect with customers, assess needs, and present solutions.
- Provided customers with detailed information on company products, services and materials.
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer inquiries via phone, email and web-based platforms.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Pro-Business Logistics Coordinator (Delivery Execution)
Home Depot Corporate Office
06.2017 - 01.2018
- Responsible for managing exceptions that occur on over 4 million deliveries per year
- Partner with key vendor partners daily to resolve customer issues within a 24 hour SLA (Service Level Agreement)
- Develop and execute contact strategy to optimize coverage and support for our overall Direct to Customer delivery program
- Successfully develop and maintain solid business relationships with vendors, Home Depot stores, and customers to gain incremental business
- Responsible for handling inbound call logs between stores and vendor to track delivery issues and resolution using the ADMS system
- Serve as a liaison between Home Depot vendors and over 1900 stores to ensure customer deliverables and satisfaction are met
- Successfully able to manage a large volume of calls/emails and communicate problems/solutions to store Delivery Carriers and vendors effectively
- Demonstrates knowledge and understanding of Home Depot policy to successfully resolve delivery issues to ensure revenue gains for Home Depot
- Tracked orders and notified customers of status or potential delays.
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
- Updated and maintained databases to track shipments and inventory.
- Implemented and developed supply chain strategies to optimize efficiency.
- Coordinated shipments and tracked progress to facilitate timely delivery.
- Devised routing plans and schedules to facilitate safe and timely delivery of goods.
- Created reports to provide insights into logistics operations and performance.
- Built and established relationships with staff and vendors.
- Monitored performance of logistics operations to identify areas for improvement.
Medical Review Assistant
Kepro
02.2016 - 06.2017
- Review patient records and compare against submission requirements to determine if all required information is present for the case
- Identifies cases where additional non-clinical information is needed
- Maintains medical records confidentiality always through proper use of computer passwords, maintenance of secured files, adherence to HIPAA polices
- Utilizes proper telephone etiquette and judicious use of other verbal and written communications, following KEPRO's policies, procedures and guidelines
- Cross-trains to perform duties of other contracts within the KEPRO network to provide a flexible workforce to meet client/consumer needs
- Proofread and edited documents for accuracy and grammar.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
- Increased customer service success rates by quickly resolving issues.
- Drafted common document templates to reduce time spent creating documents from scratch.
Customer Services Representative
Progressive Insurance
07.2015 - 12.2015
- Resolve Customers' service or billing complaints by performing activities such as reviewing coverage's, refunding money, or adjusting bills
- Refer unresolved customer grievances to designated departments for further investigation
- Determine charges for service requested, collect deposits or payments, and arrange for billing
- Check to ensure that appropriate changes were made to resolve customers' problems
- Confer with customers via telephone to provide information about products or services, take or enter orders, cancel accounts, and obtain details of complaints
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Services Operations Supervisor
EGS Customer Solutions
06.2012 - 07.2015
- Recruited, managed and mentored an average of 45 new customer service representatives per year
- Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives
- Owned team productivity metrics
- Interviewed, hired and trained new quality customer service representatives
- Provided detailed monthly departmental reports and updates to senior management
- Addressed negative customer feedback immediately
- Routinely prepared and evaluated CRM reports to identify problems and areas for improvement
- Effectively communicated with team members to maintain clearly defined expectations
Sales Associate
Walmart Inc.
07.2011 - 08.2013
- Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices
- Computed sales prices, total purchases and processed payments
- Recommended merchandise based on customer needs
- Operated a cash register to process cash, check and credit card transactions
- Administered all point of sale opening and closing procedures
- Answered customer questions about sizing, accessories, and merchandise care.
- Solved customer challenges by offering relevant products and services.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to effectively build rapport and lasting relationships.
- Prepared merchandise for sales floor by pricing or tagging.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
Sales Associate/ Cashier
Forever 21
02.2010 - 07.2011
- Designed displays to make the store experience interactive and engaging
- Displayed the appropriate signage for products and sales promotions
- Organized and located inventory and updated store spreadsheets
- Arranged items in favorable positions and areas of the store for optimal sales
- Met and exceeded quarterly sales quotas by 19%
- Engaged with customers to build rapport and loyalty.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to effectively build rapport and lasting relationships.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Solved customer challenges by offering relevant products and services.
Education
High School Diploma - Business, Math and Science
Warwick High School
Newport News, VASkills
- Effective Conflict Resolution
- Team Leadership
- Thorough Detail Orientation
- Customer Satisfaction Focus
- Employee Talent Development
- Efficient Multi-Tasking
- Professional Development
- Appointment Coordination
- Time Management Expertise
- Logistics Management Coordinator
- Logistics Coordinator
- Professional Commercial Driver
- Certified Yard Hostler
- PIT Certification Holder
- Warehouse Operations Facilitator
- Extended Travel Experience
- Comprehensive Record Management
- Vehicle and Equipment Oversight
- Trip Inspection Expertise
- Strong Organizational Skills
- Safe Driving Practices
- Client Satisfaction Management
- Clear Verbal and Written Communication
Accomplishments
- Exceeded corporate target for customer satisfaction for 9 months in a row.
- Promoted to Call Center Operations Manager in 03/2013.
- Played an instrumental role in increasing customer satisfaction ratings index from 36% to 51% within 2 years as Customer Service Manager.
- Obtained CDL in Illinois 05/2021.
Certification
- Double/Triple Trailers Endorsement (T) - IL Department of Motor Vehicles.
- Commercial Driver's License (CDL) - IL Department of Motor Vehicles.
- Safe Food Transport Training — Food and Drug Administration.
- Smith System Driver Improvement Institute Certificate – Smith System.
- Hazardous Materials Endorsement (HME) - Transportation Security Administration.
- Bloodborne Pathogens Training Certificate – Occupational Safety and Health Administration.
- Electronic Logging Device Compliance Training – Federal Motor Carrier Safety Administration.
Languages
English
Full Professional
Timeline
Commercial Truck Driver
Hello Fresh Grocery Delivery E-Services
02.2023 - Current
Licensed Transportation Operations Management Team
Amazon
03.2021 - 02.2023
PIT and WarehOuse Operations Trainer
Amazon
05.2020 - 03.2021
Warehouse Fulfillment Associate
Amazon
10.2018 - 05.2020
Customer Service Representative Team Lead
Verizon Wireless
04.2018 - 01.2019
Customer Care Specialist
Assurant
01.2018 - 04.2018
Pro-Business Logistics Coordinator (Delivery Execution)
Home Depot Corporate Office
06.2017 - 01.2018
Medical Review Assistant
Kepro
02.2016 - 06.2017
Customer Services Representative
Progressive Insurance
07.2015 - 12.2015
Customer Services Operations Supervisor
EGS Customer Solutions
06.2012 - 07.2015
Sales Associate
Walmart Inc.
07.2011 - 08.2013
Sales Associate/ Cashier
Forever 21
02.2010 - 07.2011
High School Diploma - Business, Math and Science
Warwick High School
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