Michael Flournoy

• Established start-up Courier company, overseeing strategic planning, market analysis, and regulatory compliance.
• Receive orders by smartphone via app from dispatcher listing task pickup and drop off location day in advanced
• Professionally obtain signatures from customers and deliveries in timely manner
• Ensured safety of packages by properly handling fragile items during transportation and storage.
• Adhered to all traffic laws while operating company vehicles for safe transportation of goods.
• Utilized GPS technology for precise navigation, minimizing delays and optimizing route planning.
• Reduced fuel consumption by implementing efficient driving techniques and carefully planning routes.
• Build, plan and follow most efficient routes for effectively delivering items

• Certify that medical items are properly stored and secured in delivery vehicle and Understanding of instructions from healthcare facility
• Increased accuracy in record-keeping through diligent documentation of shipment details, including pickup times, delivery locations, and recipient signatures.
• Verify each item corresponds to each document and is accurate and credible.
• Abundant and Knowledgeable in loading apps such as delivery track, Ec mobile and Cxt driver
• Enhanced customer satisfaction through timely deliveries and professional communication with clients.
• Kept vehicles clean and well-maintained, ensuring reliable performance for daily use.
• Responsible for own gas and maintenance

• Driver/operator of company vehicles.
• Provides courteous and efficient delivery and pick-up of packages.
• Drives vehicles to designated routes in adequate manner
• Checks shipments for conformance to FedEx features of service and provides related customer service functions
• Performs other duties as assigned
• Expanded professional knowledge base by attending industry workshops, conferences, or webinars related to transportation trends, safety, and best practices.
• Ensured safety of all goods transported by securing loads properly and following best practices for handling fragile items.
• Improved customer satisfaction by ensuring timely and accurate deliveries of products.
• Kept meticulous records of deliveries, including invoices, delivery confirmations, and any other required documentation to ensure accurate tracking and billing processes.

Customer Service Experience

- Was required to develop a deep understanding of customer service principles and customer service practices.

• Developed customer service scorecards to measure customer service performance.
• Worked closely with vendors to optimize supply chain processes for efficient and cost-effective deliveries.
• Streamlined call center processes for improved efficiency and reduced wait times.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Collaborated closely with cross-functional teams to enhance overall service quality and consistency.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Oversaw regular inventory audits designed at ensuring adequate supply stock was consistently maintained, thereby minimizing unnecessary delays stemming from product shortages.
• Managing internal employees training that focused on reinforcing best practices around time management skills as employees work towards fulfilling expediting order tasks.
• Improved customer satisfaction by promptly addressing and resolving service delivery issues.