Mellody Lawson
Phoenix,AZ
Summary
Customer-focused and strong communicator to effectively interact with others. Quick learner with management potential. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Experienced Commercial Truck Driver handles different types of loads with skill and efficiency. Well-organized and resourceful with superior work ethic and 10+ years in logistics. Organized Truck Driver with proven track record of delivering within specified time frames.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Truck Driver (Various Companies) DVR Upon Request
OTR
04.2011 - 01.2017
- Operated and drove different kinds of trucks to transport goods and materials over long distances
- Planned trip logistics and obtained necessary documents to transport goods
- Loaded and unloaded cargo
- Ensured cargo is secured properly compliant with safety requirements
- Followed safety procedures for transporting hazardous goods
- Performed pre-trip, en-route and post-trip inspection of vehicle
- Recorded cargo information, hours of service, distance travelled and fuel expenditure
- Managed bills of lading
- Maintained log books
- Communicated with dispatcher, other drivers and customers by means of wireless devices and on-board computers
- Reported any incidents to dispatcher
- Followed all appropriate traffic laws
- Reported serious mechanical problems to the managers
- Kept truck and associated equipment tidy and in good working order.
Contractor
Collabara
02.2010 - 12.2010
- Performed Service Coordinator duties to ensure clients have work space availability, proper room and name tags displayed and ensured appropriate room set up
- Monitored company data base in order to update any information as needed throughout the day
- Always remained available to provide customer service to clients throughout the day
- Provided and exhibited basic knowledge of audio visual systems while providing assistance with basic set up and trouble shooting of audio visual equipment
- Called in trouble tickets for service and floor enhancements as needed
- Ensured floor(s) stayed neat, orderly and stocked with appropriate work supplies for clients
- Assisted team members with work load as needed
- Performed other job related duties as assigned.
CSR Enrollment Representative
Automated Health Systems
02.2009 - 09.2009
- Answered between 70-100 calls daily
- Educated and enrolled clients on health plans
- Simultaneously entered data and processed orders while speaking to clients
- Handled/Calmed Irate clients
- Submitted/Registered complaints
- Qualified candidates for coverage
- Worked with field agents to enroll clients via 3rd party
- Maintained excellent productivity standards
- Met all call center performance metrics.
CAE Billing/Repair Representative
Comcast
12.2007 - 10.2008
- Responded proactively and positively to rapid change.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Consistently met or exceeded performance goals for completed repairs and customer satisfaction ratings.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promptly responded to inquiries and requests from prospective customers.
- Adhered to company policies regarding data security when working with sensitive information stored on customers'' electronic devices during the course of repairs or maintenance activities.Answered between 70-100 calls daily
- Simultaneously entered data and processed orders while speaking to clients
- Handled/Calmed Irate clients
- Up-sold products to existing customers
- Made recommendations to improve quality of services being receive
- Answered/resolved billing/customer service questions at first point of contact
- Maintained excellent productivity standards
- Met all call center performance metric
- Successfully completed extensive 3 month customer service training focused around cellular industry
- Attempted to trouble shoot cellular service issues over phone before sending clients to retail store location.
Quality Assurance Representative
Aerotek
04.2007 - 10.2007
- Monitored and Graded approximately 50-80 pre-recorded customer service calls daily for AT&T
- Simultaneously entered data while listening to calls
- Made recommendations to help Customer Care Reps provide better customer service and enhance sales opportunities
- Listened effectively and efficiently to both pre-recorded and live calls minimizing the need to pause or rewind conversations therefore saving time and increasing productivity
- Stayed abreast of call center customer service rules and guidelines as well as product information in order to give the most accurate feedback
- Attended, actively participated and at times, by the request of management, lead team meetings
- Collected and passed out team data sheets and call logs
- Proactively assisted new team members with any questions or concerns during their initial training.
CAE Sales/Retention Representative
Comcast
09.2005 - 05.2006
- Answered between 70-100 calls daily
- Simultaneously entered data and processed orders while speaking to clients
- Handled/Calmed Irate clients
- Maintained excellent productivity standards
- Met all call center performance metric
- Answered/resolved billing/customer service questions at first point of contact
- Troubleshoot video technical issues
- Rolled truck as last resort after troubleshooting
- Up-sold products to existing customers
- Made recommendations to improve quality of services being receive
- Performed team leader duties under Supervisor and Manager (Lead team meetings, sales coach, floor support etc )
- Assisted customers over the phone with installing their digital and analog receivers to their television and other connected audio video equipment.
Receptionist/Testing Administrator
New Horizons CLC
10.2004 - 08.2005
- Answered phones
- Transferred calls
- Relayed messages
- Greet clients
- Placed orders for supplies
- Data entry
- Monitored and Proctored examinations
- Organized and Kept inventory of important records/documents
- Accepted, sorted/distributed mail, certified packages and letters
- Set up executive travel arrangements and reservations
- Performed other related duties as assigned.
Customer Service Rep
Verizon Wireless
12.2002 - 07.2004
- Answered between 70-100 calls daily
- Simultaneously entered data and processed orders while speaking to clients
- Handled/Calmed Irate clients
- Up-sold products to existing customers
- Made recommendations to improve quality of services being receive
- Answered/resolved billing/customer service questions at first point of contact
- Maintained excellent productivity standards
- Met all call center performance metric
- Successfully completed extensive 3 month customer service training focused around cellular industry
- Attempted to trouble shoot cellular service issues over phone before sending clients to retail store location.
Education
Did Not Graduate - Business Management
University of Phoenix Chicago
Chicago, IL08.2010
Skills
- Customer Service
- CDMA training overview (Verizon Wireless)
- Typing 45-50 WPM
- Critical Thinking
- Time Management
- Microsoft Office Expert
- Computer literate
- Leadership/Presentation Skills
- Medical Terminology
- Presentation Skills
- Document Verification
- Class A license
- Attention to Detail
- Customer satisfaction measurement
- Product Education
- Account updating
Certification
Class A CDL
Personal Information
Title: Truck Driver (Various Companies)
Timeline
Truck Driver (Various Companies) DVR Upon Request
OTR
04.2011 - 01.2017
Contractor
Collabara
02.2010 - 12.2010
CSR Enrollment Representative
Automated Health Systems
02.2009 - 09.2009
CAE Billing/Repair Representative
Comcast
12.2007 - 10.2008
Quality Assurance Representative
Aerotek
04.2007 - 10.2007
CAE Sales/Retention Representative
Comcast
09.2005 - 05.2006
Receptionist/Testing Administrator
New Horizons CLC
10.2004 - 08.2005
Customer Service Rep
Verizon Wireless
12.2002 - 07.2004
Did Not Graduate - Business Management
University of Phoenix Chicago