Matthew Shiring
St. Petersburg,FL
Summary
At Total Quality Logistics Inc., I excelled as a Customer Service Coordinator II, enhancing customer satisfaction and loyalty through innovative service protocols and effective complaint resolution. Leveraging skills in Logistics Management and Team Building, I led quality assurance initiatives and mentored juniors, significantly boosting team performance and customer feedback. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
3
3
years of professional experience
Work History
Delivery Driver
DoorDash
St. Petersburg, FL
01.2023 - Current
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
- Completed rush deliveries on tight timetables to satisfy customer needs.
Customer Service Coordinator II
Total Quality Logistics Inc.
Pittsburgh, PA
06.2021 - 01.2023
- Responded to customer needs through competent customer service and prompt problem-solving.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Coordinated logistics for customer orders.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
- Conducted regular quality assurance checks on customer service interactions, providing constructive feedback to team members as needed.
- Collaborated with cross-functional teams to identify areas of improvement and implement effective solutions.
- Developed and implemented new customer service protocols, resulting in improved resolution rates and customer feedback.
- Assisted in the development of training materials for new hires, streamlining onboarding processes and reducing time-to-productivity ratios.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Recognized by management for outstanding performance as a Customer Service Coordinator during annual performance reviews consistently throughout tenure at company.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Education
Bachelor Of Business Science - Business Management
Duquesne University
Pittsburgh, PA05.2021
Skills
- Account Management
- Documentation skills
- Complaint Handling
- Customer Focus
- Logistics Management
- Quality Assurance
- Call flow maximization
- Meticulous attention to detail
- Time Management
- Problem-Solving
- Decision-Making
- Cross-Functional Collaboration
- Deadline-oriented
- New Hire Training
- Team Building and Leadership
- Inter-department collaboration
- Conflict Management
Timeline
Delivery Driver
DoorDash
01.2023 - Current
Customer Service Coordinator II
Total Quality Logistics Inc.
06.2021 - 01.2023
Bachelor Of Business Science - Business Management
Duquesne University