Mistianna Williams
Dallas,TEXAS
Summary
Proven Truck Driver and Customer Care Representative with a track record of excellence in cargo handling and customer service, notably at Road Runner Transportation. Skilled in route management and escalation management, I've optimized delivery schedules and enhanced client satisfaction. My commitment to safety and efficiency has consistently resulted in zero accidents and improved operational workflows. Organized Truck Driver with proven track record of delivering within specified time frames. Customer-focused and strong communicator to effectively interact with others. Quick learner with management potential. Seasoned driver possessing exemplary safety record and in-depth knowledge of DOT regulations. Skilled in navigating long-haul routes, safely loading and unloading cargo. Committed to providing excellent customer service and delivering freight on time.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Driven Dispatcher with excellent leadership and problem-solving abilities. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects. Strategic candidate eager to leverage knowledge in transportation and logistics. Strong problem-solving and multitasking skills with good understanding about transportation management systems and GPS tracking software. Highly collaborative individual works well under pressure. Efficient Dispatcher with substantial experience in managing fleet and personnel operations. Proven track record of effectively coordinating staff and resources for seamless communication. Strong problem-solving skills and commitment to promptly resolving issues.
Overview
14
14
years of professional experience
Work History
Truck Driver
Road Runner Transportation
02.2024 - 08.2024
- Operated with safety and skill to avoid accidents and delays.
- Clearly communicated with dispatchers to give updated information on estimated times of arrival and latest road conditions.
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
- Maintained safe driving record by observing road rules, remaining cautious, and alert in unfamiliar areas and keeping control of vehicle.
- Secured loads with proper strapping and bracing techniques to prevent damage to valuable assets across long-haul transports.
- Organized all shipping paperwork and documented customer payments to keep records accurate and current.
- Inspected vehicle before and after every trip and conducted minor repairs.
- Operated equipment such as hand trucks and carts to efficiently load and unload vehicles, consistently maintaining tight timetables.
- Offered every customer outstanding service, promoting high satisfaction and cementing loyalty.
- Optimized routes to maximize efficiency and scheduled service stops.
- Delivered packages from distribution center to residential areas using self-developed routes.
- Tracked time spent on assignments each day for productivity reporting.
- Alerted customers of late deliveries due to traffic jams and road construction, slashing inquiry calls to company support line.
Truck Driver
Hansen Transportation
11.2017 - 01.2024
- Inspected trucks for malfunctions and reported vehicles to management for corrective action.
- Clearly communicated with dispatchers to give updated information on estimated times of arrival and latest road conditions.
- Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Verified contents of inventory loads against Bills of Lading.
- Maximized load safety by balancing, securing, and weighing products.
- Maintained daily, legible DOT log book and submitted corresponding documents.
- Completed regular inspections and maintenance actions, as well as basic equipment repairs, to keep equipment operating at peak levels.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Kept accurate records of cargo delivery times and vehicle maintenance to provide documentation to dispatch for billing and inventory purposes.
- Obtained necessary permits and licenses to operate various commercial vehicles legally.
- Communicated with dispatchers and other office personnel to handle two-way updates and adjust daily schedules.
- Maintained safe driving record by observing road rules, remaining cautious, and alert in unfamiliar areas and keeping control of vehicle.
- Enhanced customer relations by consistently delivering shipments according to schedule and quickly addressing any concerns.
- Secured loads with proper strapping and bracing techniques to prevent damage to valuable assets across long-haul transports.
- Finalized daily logs on schedule to update internal records and uphold DOT requirements.
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
Truck Driver
US Express
09.2015 - 08.2017
- Dropped and hooked trailers and changed configuration of equipment.
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
- Clearly communicated with dispatchers to give updated information on estimated times of arrival and latest road conditions.
- Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Verified contents of inventory loads against Bills of Lading.
- Maximized load safety by balancing, securing, and weighing products.
- Maintained daily, legible DOT log book and submitted corresponding documents.
- Completed regular inspections and maintenance actions, as well as basic equipment repairs, to keep equipment operating at peak levels.
- Operated with safety and skill to avoid accidents and delays.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Kept accurate records of cargo delivery times and vehicle maintenance to provide documentation to dispatch for billing and inventory purposes.
- Obtained necessary permits and licenses to operate various commercial vehicles legally.
- Communicated with dispatchers and other office personnel to handle two-way updates and adjust daily schedules.
- Determined quickest and safest routes for delivery by using effective planning and organizational skills.
- Complied with truck driving rules as well as company policies and procedures regarding safe vehicle operations.
- Conferred with dispatch to relay delays, receive route, and adjust plans to meet daily targets.
- Completed preventive maintenance checks and basic repairs to vehicles.
- Checked shipping papers to determine nature of load and checked for presence of hazardous materials.
- Inspected trucks and trailers before each trip to assess safety and identify maintenance concerns.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Completed daily inspections, basic maintenance and common repair actions to keep equipment operating at full capacity.
- Documented mileage, deliveries, pickups, customer issues and damages.
- Completed routine maintenance on truck to keep in working order.
- Managed supplier record tracking and data communications tasks while automating operations to enhance efficiency.
- Fastened chains, straps, covers, and binders to secure load during transit.
- Inspected load security and checked for damages.
Customer Care Representative
Cyclenation of McDonough
04.2013 - 11.2015
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Resolved concerns with products or services to help with retention and drive sales.
- Communicated with clients regarding account services, statements, and balances.
- Navigated multiple computer systems and applications to find information.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Maintained and managed customer files and databases.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Managed supplier deliveries around client needs to increase client retention.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained up-to-date knowledge of product and service changes.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Cross-trained and provided backup support for organizational leadership.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Created and maintained detailed database to develop promotional sales.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Dispatcher
Sunrunner Automotive
01.2011 - 04.2013
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Closely monitored dispatch board to triage and prioritize over [Number] daily calls.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Analyzed customer feedback and provided solutions to improve customer service.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Minimized cost of operations by optimizing routes for drivers to align with budget.
- Created delivery routes and optimized plans for traffic, road conditions, and other factors.
- Handled incoming calls and emails from customers regarding issues with deliveries.
- Worked closely with customers to effectively resolve issues and complaints.
- Built professional relationships with new customers and cultivated existing ones through active listening and intelligent open-ended questioning.
- Delivered exceptional customer service to individuals contacting company's call center for support and assistance.
Education
Associate of Business Administration -
Wayne State University
Detroit, MI06.2008
High School Diploma -
Cass Technical High School
Detroit, MI05.2005
Skills
- Commercial driving
- Cargo Handling
- Delivery Scheduling
- Document Management
- Materials Transport
- Equipment Operation
- Transportation safety
- Route Management
- Call Management
- Account updating
- Data Entry
- Paperwork Processing
- Information Security
- Technical Support
- POS systems expert
- Order Fulfillment
- Multi-line phone talent
- Escalation management
- Call triaging
- Report Transcription
- Documentation
- Customer Service
- Brand representation
- Coordination
- Call center experience
- Process Optimization
- Clerical Support
- Team Development
- Microsoft Excel
- Spreadsheets
- Follow-up skills
- Administrative Support
- Microsoft PowerPoint
- Live chat support
- Professional telephone demeanor
- Prioritization
- System implementation
- Microsoft Office Suite
Timeline
Truck Driver
Road Runner Transportation
02.2024 - 08.2024
Truck Driver
Hansen Transportation
11.2017 - 01.2024
Truck Driver
US Express
09.2015 - 08.2017
Customer Care Representative
Cyclenation of McDonough
04.2013 - 11.2015
Dispatcher
Sunrunner Automotive
01.2011 - 04.2013
Associate of Business Administration -
Wayne State University
High School Diploma -
Cass Technical High School
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