Mikenzie Rednour
Greeneville ,TN
Summary
Dynamic Customer Service Representative with a proven track record at Forward Air Inc, excelling in problem resolution and active listening. Enhanced customer satisfaction through effective communication and meticulous documentation. Trained new staff, fostering team development while managing high-stress situations with professionalism. Proficient in data entry and call center operations, driving service excellence. Tracking freight using different techniques and systems. Confirming appointments, speaking directly with customers, shippers, and consignees to confirm where their freight is. Provided reasons for delay and eta’s based on system tracking and working with dispatchers around the United States terminals.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Forward Air Inc
Greeneville, TN
07.2021 - Current
- Assisted customers in resolving inquiries and issues, ensuring satisfaction and loyalty.
- Collaborated with team members to streamline communication and improve service delivery.
- Adapted quickly to new procedures and tools, enhancing overall customer experience.
- Provided support during peak periods, contributing to team productivity and effectiveness.
- Documented customer interactions meticulously, improving data accuracy for future reference.
- Trained new staff on service protocols and operational procedures, fostering team development.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Work diligently on systems to track freight and trucks in transit to origin, and destination terminals.
- Assisted in processing shipments, ensuring accuracy and timely delivery of freight.
- Collaborated with team members to enhance service quality and operational workflows.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
High School Diploma -
South Greene
Greene County05.2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Appointment scheduling
- Documentation
- Staff training
- Dispute resolution
- Product and service solutions
Timeline
Customer Service Representative
Forward Air Inc
07.2021 - Current
High School Diploma -
South Greene