Kyana Pettway
Douglasville,Georgia
Summary
Dynamic Freight Operations Specialist with a drive for sales, identifying customer needs and delivering effective solutions to all problems. Bringing forth the ability to lead and collaborate, with substantial knowledge about supply chains and logistics networks. Committed to optimizing and coordinating processes, and experienced in troubleshooting and overcoming challenges.
Overview
3
3
years of professional experience
Work History
Freight Operations Specialist
Convoy Logistics
Atlanta, GA
09.2021 - Current
- Negotiated with carriers and solved customer escalations by collaborating cross-functionally with customer operations, account management, and carrier sales.
- Built customer relationships and refined processes through peer mentoring and SOP creation.
- Transitioned tasks down to improve bandwidth in addition to completing audits within operations to ensure customer satisfaction.
- Drove customer communication via phone, email, and TMS while meeting metrics and goals to fulfill commitments and exceed transportation service expectations.
- Identified trends in data and analyzed root causes in order to recommend product changes and/or process improvements.
Welcome Call Specialist
Response Mine Interactive
Atlanta, GA
08.2020 - 08.2021
- Answered inbound customer service calls and initiated cold calls to assist with real estate issues and to create new customers.
- Maintained top seller position by selling over $12,000 in upgrades every month and surpassing quality assurance metrics with 99% accuracy.
- Recognized and documented trends in customer calls to facilitate process improvements.
- Evaluated customer relationships to streamline operational efficiencies resulting in highest quality of service.
- Boosted revenue 20% by utilizing expert upselling strategies with client’s current plans and cold calling to sell new plans.
- Trained new specialists to exceed metrics.
Lead Server
Fifth Group Restaurants
Vinings, GA
05.2019 - 08.2020
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Maintaned updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives.
- Enhanced operational efficiency by supervising
the service team and delegating daily tasks.
Education
Bachelor of Science - Psychology
University of West Georgia
Carrollton, GA05.2019
Skills
- Supply Chain Operations
- Freight Auditing
- Account Management
- Customer Relationship Management (CRM)
- Microsoft Office
- Third-Party Logistics (3PL
- Customer Service
- Employee Training
Timeline
Freight Operations Specialist
Convoy Logistics
09.2021 - Current
Welcome Call Specialist
Response Mine Interactive
08.2020 - 08.2021
Lead Server
Fifth Group Restaurants
05.2019 - 08.2020
Bachelor of Science - Psychology
University of West Georgia
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