Lutoria McPherson
Decatur,GA
Summary
Versatile and dependable professional with over 15 years of combined experience in customer service, call center supervision, and commercial truck driving. Recognized for delivering excellence both behind the wheel and in customer-facing roles, with a strong commitment to safety, efficiency, and client satisfaction. Skilled in route management, problem resolution, and communication, with a proven ability to maintain professionalism under pressure. Brings a unique blend of operational expertise and interpersonal skills to ensure smooth logistics, timely deliveries, and positive customer experiences.
Overview
17
17
years of professional experience
Work History
Dump Truck Driver
Modir Transportation
04.2023 - Current
- Operated with safety and skill to avoid accidents and delays.
- Demonstrated a strong commitment to safety by participating in ongoing training courses and staying up-to-date on industry regulations.
- Developed and established good relationships with customers by delivering prompt and courteous service with clear communication.
- Operated vehicles according to local, regional and federal transportation regulations.
Class A CDL Driver
Cowan Systems
03.2022 - 03.2023
- Coordinated closely with dispatchers for real-time updates on route changes or potential delays due to unforeseen circumstances.
- Upheld strict compliance with all DOT regulations, including hours of service rules, weight restrictions, and vehicle inspections.
- Managed time efficiently during multi-stop trips to ensure timely completion of assigned duties within established deadlines.
- Kept in close contact with dispatch team to make quick route adjustments and add new stops.
Class A CDL Driver
Hogan Transportation
11.2020 - 02.2022
- Handled load documentation, obtained signatures, and provided copies to destination staff.
- Improved overall fleet safety by participating in ongoing professional development opportunities aimed at enhancing driving skills and knowledge of industry best practices.
- Checked trailer hitch and secured attachments to tractor for optimal safety.
- Stayed in frequent communication with dispatch to quickly adapt to customer demands and route changes.
Data Entry Clerk
Exela Technologies
09.2019 - 02.2020
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Verified accuracy of data entered into system to produce error-free reports.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Followed established procedures to enter and process data correctly.
Customer Service Call Center Supervisor
Royal Food Service
09.2013 - 01.2019
- Coached and mentored 5 agents for increased performance, resulting in higher customer service ratings.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- Increased employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
- Streamlined internal communications with the implementation of new tools, improving response times and collaboration between team members.
Customer Service Representative
Core-Mark International
11.2008 - 04.2013
- Resolved 100+ customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Skills
- Customer service
- Adaptability and flexibility
- Data entry
- Problem-solving
- Critical thinking
- Safe driving practices
- Microsoft Office
- AS400
Timeline
Dump Truck Driver
Modir Transportation
04.2023 - Current
Class A CDL Driver
Cowan Systems
03.2022 - 03.2023
Class A CDL Driver
Hogan Transportation
11.2020 - 02.2022
Data Entry Clerk
Exela Technologies
09.2019 - 02.2020
Customer Service Call Center Supervisor
Royal Food Service
09.2013 - 01.2019
Customer Service Representative
Core-Mark International
11.2008 - 04.2013
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