Lori Summers
North Liberty,IA
Summary
Results-driven Freight Manager with expertise in enhancing operational efficiency. Proven track record in implementing process improvements and training teams, leading to increased customer satisfaction and streamlined communication.
Overview
13
13
years of professional experience
Work History
Freight Manager
Dollar Tree
Iowa City, IA
02.2024 - Current
- Implemented process improvements to enhance overall efficiency in freight management.
- Trained new team members on best practices for efficient freight handling and safety protocols.
- Developed operational strategies to improve turnaround times for incoming and outgoing shipments.
- Increased customer satisfaction by promptly addressing concerns and providing regular shipment updates.
- Established clear communication channels between departments, enhancing teamwork and expediting processes across the organization.
- Collaborated with sales teams to ensure timely order fulfillment, contributing to increased revenue growth.
Customer Service Representative
GEICO, Government Employees Insurance
North Liberty, IA
08.2023 - 01.2024
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Provided support in policy changes, ensuring clarity and compliance with company guidelines.
- Assisted customers with claims processing, guiding them through documentation requirements and procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Assistant Teacher
Solon Learning Academy
Solon, IA
02.2023 - 07.2023
- Assisted lead teacher in developing and implementing lesson plans to enhance student engagement.
- Supported classroom management by fostering a positive learning environment for diverse learners.
- Collaborated with parents and staff to address student needs and promote effective communication.
- Developed instructional materials and resources to support individualized learning goals for students.
- Assisted lead teacher in providing individualized attention to students, resulting in improved academic performance.
Assistant Teacher
Learning Grove
North Liberty, IA
04.2022 - 01.2023
- Supported students with special needs, implementing strategies to facilitate their participation and learning.
- Promoted literacy and comprehension skills through guided reading sessions.
- Supported use of educational technology in classroom, enhancing learning experience.
Personal Shopper
HyVee Foods
Coralville, IA
12.2021 - 04.2022
- Curated personalized shopping experiences through attentive customer engagement and product knowledge.
- Assisted customers in selecting high-quality products, enhancing overall satisfaction and loyalty.
- Provided expert advice on dietary preferences and lifestyle choices to meet individual needs.
- Maintained up-to-date knowledge of store promotions and inventory to optimize shopping efficiency.
- Trained new staff on best practices for personalized shopping techniques and customer interaction standards.
Customer Service Representative
MediRevv
Coralville, IA
07.2019 - 12.2021
- Maintained detailed records of customer interactions to ensure accuracy and follow-up on outstanding issues.
- Handling inbound and outbound calls due to medical billing
- Helped with mail and entering checks into the system.
- On many different clients based on the need for representatives.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Customer Service Representative Quality
General Dynamics
Coralville, IA
10.2013 - 06.2019
- Trained new team members on best practices for customer interactions and system usage.
- Quality control to help new employees on handling calls
- Helped assistance with open enrollment for Medicare/Marketplace plans.
- Assisted callers with general/difficult questions about their insurance.
- Assisted managers with daily tasks
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Identified and resolved discrepancies and errors in customer accounts.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Associate of Science - Medical Coding
Kirkwood Community College
Cedar Rapids, IA06-2006
Skills
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Cleaning and sanitizing
- Multitasking
- Reliability
- Shipping and receiving
- Organizational skills
Timeline
Freight Manager
Dollar Tree
02.2024 - Current
Customer Service Representative
GEICO, Government Employees Insurance
08.2023 - 01.2024
Assistant Teacher
Solon Learning Academy
02.2023 - 07.2023
Assistant Teacher
Learning Grove
04.2022 - 01.2023
Personal Shopper
HyVee Foods
12.2021 - 04.2022
Customer Service Representative
MediRevv
07.2019 - 12.2021
Customer Service Representative Quality
General Dynamics
10.2013 - 06.2019
Associate of Science - Medical Coding
Kirkwood Community College