Haneefa Brown
Summary
Dynamic customer service leader with a proven track record at Alorica, excelling in team leadership and problem-solving. Enhanced client satisfaction through innovative feedback mechanisms and training programs. Skilled in dispatch coordination and GPS tracking, consistently achieving high productivity and fostering strong customer relationships.
Overview
15
15
years of professional experience
Work History
Lead CSR
Alorica
Greensboro, North Carolina
03.2013 - 07.2025
- Led customer service team to resolve inquiries and enhance client satisfaction.
- Implemented feedback mechanisms to gather customer insights for service improvement.
- Trained new customer service representatives on company policies and procedures.
Dispatcher
JP Trucking
, NC
02.2022 - 03.2025
- Assigned drivers to appropriate routes based on customer needs.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Scheduled loads according to priority and available equipment.
- Communicated effectively with drivers regarding delivery updates and changes.
CSR
Alorica
Greensboro, North Carolina
03.2013 - 09.2016
- Assisted customers with inquiries and resolved issues effectively.
- Managed customer complaints with empathy and professionalism.
- Identified root cause of technical issues and developed solutions.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
Shift Manager
Hardee's
Greensboro, North Carolina
08.2010 - 03.2013
- Supervised daily operations to ensure efficient workflow and high-quality service.
- Implemented company policies to maintain compliance with health and safety regulations.
- Developed and maintained positive working relationships with staff, customers, and vendors.
Education
Associate - Nursing
GTCC
Greensboro, NC01.2017
Skills
- Team leadership
- Customer relationship management
- Active listening
- Problem solving
- Microsoft Excel
- Dispatch coordination
- GPS tracking
- Data entry
- Time management
Timeline
Dispatcher
JP Trucking
02.2022 - 03.2025
Lead CSR
Alorica
03.2013 - 07.2025
CSR
Alorica
03.2013 - 09.2016
Shift Manager
Hardee's
08.2010 - 03.2013
Associate - Nursing
GTCC
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