Lori Hendrix
McDonough,GA
Summary
Motivated professional offering Bachelors in Business Adminstration. Adds value to any organization in need of great collaboration, interpersonal and multitasking abilities. Meets tight deadlines.
Overview
32
32
years of professional experience
Work History
Customer Logistics Manager
Atlanta Gas Light Company
Riverdale, GA
06.2009 - 06.2017
- Coordinated with customers to ensure timely response times for emergencies and requested service calls.
- Consistently met company and department objectives within budget and time constraints.
- Led and managed projects to support logistics efforts and plans.
- Identified and resolved issues between companies by creating a manual for representatives called "The Play Book".
- Managed budget with company leadership, analyzing previous purchases and forecasting future requirements.
Emergency Response Supervisor
Atlanta Gas Light Company
Riverdale, GA
06.2005 - 06.2009
- Conducted emergency response operations, including hazardous material spills and natural disasters.
- Inspected buildings to ensure compliance with all applicable safety codes and regulations.
- Consulted with customers to resolve service and emergencies related to natural gas leaks.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Updated databases with new and modified customer data.
- Improved customer service wait times to mitigate complaints.
Correspondence/Quality Assurance Analyst
Atlanta Gas Light Company
Riverdale, GA
07.1995 - 08.2005
- Communicated regularly with management to discuss quality trends.
- Created comprehensive test cases based on technical specifications or customer requests.
- Worked with team members to create efficient workflows, resulting in high productivity.
- Utilized client satisfaction surveys to improve service quality.
- Maintained policy, procedures, work instructions, and projects for quality and continuous improvement agendas.
Customer Service Lead
Atlanta Gas Light Company
Conyers, GA
07.1991 - 07.1995
- Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
- Managed key account service, providing exceptional support to foster loyalty and retention.
- Resolved escalated issues from team members or customers in an efficient manner.
- Supported sales team members to drive growth and development.
- Developed strong customer relationships to encourage repeat business.
- Consulted with customers regarding needs and addressed concerns.
Member Service Representative
Atlanta Gas Light Company (Credit Union)
Atlanta, GA
02.1985 - 06.1991
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Provided excellent customer service by responding promptly to requests or inquiries.
- Maintained records of customer accounts including transactions and balances.
- Monitored account activities for suspicious patterns that could indicate fraudulent activity.
- Reconciled discrepancies between teller cash counts and computerized records on a daily basis.
Customer Service Representative
Atlanta Gas Light Company
Atlanta, GA
02.1979 - 1985
- Answered customer calls and provided clarity into billing. Gathered information from customers seeking for turn on, turn off, and transfer of natural gas service .
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Education
Bachelor of Science - Business Administration
Shorter University
Rome, GA05-2005
Skills
- Route Optimization
- Customs Compliance
- Team Management
- Operational Management
- Logistics Management
- Safety Standards
- Documentation
Timeline
Customer Logistics Manager
Atlanta Gas Light Company
06.2009 - 06.2017
Emergency Response Supervisor
Atlanta Gas Light Company
06.2005 - 06.2009
Correspondence/Quality Assurance Analyst
Atlanta Gas Light Company
07.1995 - 08.2005
Customer Service Lead
Atlanta Gas Light Company
07.1991 - 07.1995
Member Service Representative
Atlanta Gas Light Company (Credit Union)
02.1985 - 06.1991
Customer Service Representative
Atlanta Gas Light Company
02.1979 - 1985
Bachelor of Science - Business Administration
Shorter University
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