Mopee Logan
Flowery Branch,GA
Summary
Experienced, skilled and detail orientated customer support and operations specialist with over 5 years of experience with team leadership, customer service and data entry. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Customer Support / Operations Specialist
TME
10.2021 - Current
- Support clients by understanding their needs and wants for the RFQ process, ensuring tangible results
- Identify cost-saving opportunities for clients
- Foster collaborative communication between the logistics department and manufacturers using JIRA for efficient follow-up
- Follow up with prospects multiple times during the procurement cycle to confirm satisfaction
- Showcase multitasking abilities and timely client communication while managing requests for proposals
- Engage with clients through phone calls, emails, and chat
- Gather and analyze data to identify trends
- Develop sales strategies, set quotas, and create quotes and purchase orders
- Stay updated on company policies, industry trends, and Tax certification deadlines for each state
- Maintain and manage daily operations using SAP and Excel
- Cultivate enduring relationships with external contacts and internal departments to enhance the customer experience
- Manage complaints and negotiations using phone/email/chat to communicate
- Opens customer accounts by recording account information
- Maintains customer records by updating account information
- Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintains financial accounts by processing customer adjustments
- Recommends potential products or services to management by collecting customer information and analyzing customer needs
- Prepares product or service reports by collecting and analyzing customer information
- Ensure productivity and customer satisfaction targets are met
- Populate and update systems and track shipments
- Prepare required shipping documents including BOLs, PODs, commercial invoices
- Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
- Maintained database systems to track and analyze operational data.
- Coordinate with customers regarding inquiries
- Handle customer shipment routing requests, and assign approved service provider for transportation based on carrier matrix and other factors
- Provide delivery updates and history as requested by customer
- Promptly answer to customer via email and phone
- Monitor urgent shipment container/trucking moves
- Monitor inbound containers for timely release
- Ensure carrier compliance with customer requirements.
Account Executive
PCM
03.2019 - 10.2021
- Act as a trusted advisor to clients, selling IT solutions and consulting on current and future IT needs
- Manage a book of business, drive sales from initial contact to closing, and maintain client relationships within a territory
- Conduct outbound calls, handle inbound inquiries, and collaborate with IT specialists to build long-term client relationships
- Establish partnerships with Insight's industry-leading partners like Microsoft, IBM, HP, and Lenovo to work leads and secure business.
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Maintained up-to-date knowledge on product offerings, ensuring accurate representation during sales pitches or negotiations with clients.
Customer Service Representative
ACKERMAN SECURITY
12.2017 - 01.2019
- Answering calls for billing inquiries and troubleshooting
- Proactively retaining customers through active listening and problem-solving
- Providing excellent customer service while handling high call volumes
- Enhancing customer experience through communication
- Resolving billing issues and troubleshooting
- Transferring calls to appropriate departments
- Scheduling and rescheduling appointments as needed
- Performing other assigned duties.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Team Lead
NCO Corporations
03.2011 - 07.2016
- Training and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies
- Answering agent questions regarding best practices or difficult calls
- Identifying operational issues and suggesting possible improvements
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action if necessary
- Preparing reports and analyzing data to assist management as they determine call center goals
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
Education
Associate's degree - Liberal Arts & Sciences
Anoka Ramsey Community College
MN, August 2013 to June 2015Bachelor's degree - Cybersecurity
Gwinnett Technical College
GA, January 2024 to Present06.2026
Skills
- Account Management
- Organizational skills
- Microsoft Excel
- Customer Service
- Jira/ SAP
- Microsoft Outlook
- Strong Communication skills
- Phone etiquette
- Data entry
- Time management
- Customer support
- Microsoft Powerpoint
- Clerical experience
- Operational Efficiency
- Planning and coordination
- Cross-Functional Communication
Timeline
Customer Support / Operations Specialist
TME
10.2021 - Current
Account Executive
PCM
03.2019 - 10.2021
Customer Service Representative
ACKERMAN SECURITY
12.2017 - 01.2019
Customer Service Team Lead
NCO Corporations
03.2011 - 07.2016
Associate's degree - Liberal Arts & Sciences
Anoka Ramsey Community College
Bachelor's degree - Cybersecurity
Gwinnett Technical College
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