MARIE ALFRED
Customer Service Management
Acworth
Summary
Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
19
19
years of professional experience
Work History
Route Dispatcher
Courier Express
06.2017 - 11.2023
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Directed dispatching, routing, and tracking of 9/10 fleet vehicles.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Minimized cost of operations by optimizing routes for drivers to align with budget.
- Answered phone calls and responded to customer emails.
Assistant Manager of Operations
XPO Logistics
08.2015 - 06.2017
- Worked side by side with Operations Manager, assisting in initiating orders for replacements parts and/or for correcting errors (shortages, wrong item shipped, etc.).
- Coordinated with General Manager in different operational issues and promotional activities.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Retention Specialist 2
Coverdell Insurance
02.2013 - 08.2015
- Utilized sales techniques and tools to retain consumer memberships
- Adhered to appropriate legal scripting when required
- Presented high-levels of customer service
- Explained new products & services to existing customers
- Monitored and reported the results of retention efforts.
- Identified changing customer needs and adapted service strategies to meet them.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
Customer Accounts Coordinator
Aarons Inc.
09.2012 - 02.2013
- Worked in fast-paced environment to complete set amount of quotas per day, per customer, per order
- Close sales cycle by converting referred customers to rent-to-own agreements/Contracts
- Established relationships with new and existing customers
- Daily completion of paperwork ensuring customer receives merchandise and partnership store receives payments
- Created, managed and execute plans to increase sales and conversion percentage.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
Customer Service Agent/Team Lead
Direct TV
11.2008 - 04.2012
- Handled and qualified new customer's accounts and set-ups
- Team Lead of 10 to 15 Employees
- Operated telephone, radio, and computer-assisted dispatch communications equipment and software
- Responsible for handling/closing of irate calls
- Employee of the Month Award and incentives for Performance and Driving Record High Sales
- Performed Coaching sessions with a team of 10 to 15 employees on quality assurance.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
Business to Business Floor Supervisor
AT&T
08.2004 - 11.2008
- Trained and evaluated new hires for Business to Business department
- Held weekly Pump, Pump, Let's Get Motivated meetings to discuss department's present and past sales goals
- Recognized for my superior Employee Coaching Sessions for two consecutive years: 2006-2008
- Provided high-quality customer service to assist irate customers over the phone
- Collaborated with Quality Assurance Manager to provide exceptional product quality
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Education
National Career Readiness Certificate (Silver) -
Chattahoochee Technical College
Nursing Assistant -
FLC Healthcare Academy
Criminal Justice Program -
Everest University
Skills
- French and Haitian Creole Bilingual
- Customer Accounts Management
- Team Leadership
- Attention to Detail
- Problem Solving
- Work Order Management
- Dispatch Coordination
- Route Navigation
- Customer Relations
- Stress Tolerance
- Route Planning Expertise
- Information Security
- Staffing Coordination
Areas Of Knowledge
- Oral/written communication
- Leadership skills
- Fluent in French/Creole
- Time management skills
- Type 65 wpm
- MS Office Suite 2019
- Accounting software Knowledge
- Microsoft Windows 10
- Strong analytical skills
- Problem Solving
- Customer service
Personal Information
Title: Customer Service Manager
Languages
French
Timeline
Route Dispatcher
Courier Express
06.2017 - 11.2023
Assistant Manager of Operations
XPO Logistics
08.2015 - 06.2017
Retention Specialist 2
Coverdell Insurance
02.2013 - 08.2015
Customer Accounts Coordinator
Aarons Inc.
09.2012 - 02.2013
Customer Service Agent/Team Lead
Direct TV
11.2008 - 04.2012
Business to Business Floor Supervisor
AT&T
08.2004 - 11.2008
National Career Readiness Certificate (Silver) -
Chattahoochee Technical College
Nursing Assistant -
FLC Healthcare Academy
Criminal Justice Program -
Everest University
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