Olivia Moore
Saint Albans
Summary
I provide dynamic Customer Service, with over 25 years of experience in supporting day-to-day operational functions to provide customers with exceptional service and support customer service representatives in their daily administrative tasks. I am highly dependable, ethical, and a reliable support specialist and leader in blending organizational, technical, and business acumen. I am dependable in assisting various office staff and customers with eagerness and attentiveness. I am excited to help customers with patience, empathetic and passionate communicative, while driving my Customer Service Representatives to excellence with respect by example. I delegate roles and assignments, with a commitment to serve as well as lead my CSRs to success in every area of their workload.
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.
Overview
26
26
years of professional experience
Work History
Customer Service Supervisor – Remote
XPO
09.2023 - 06.2025
- My duties in this role included supervision of over 50 Customer Service Representatives – CSR, in 14 different service centers within 4 states. I worked from home one week per month. The remaining three weeks I traveled to different service centers to coach seasoned customer service representatives and trained ones new to the company. I trained freight operations specialists in maintaining over, shortage, and damaged freight within their docks and how to document that information within operations applications. I monitored my CSR’s assigned rolls, ensuring each role met company compliance standards and administered coaching when needed. I completed weekly and quarterly reports on each assigned service center CSR’s performance and presented the reports to Regional Vice Presidents, Human Resource personnel, and Service Center Mangers. I hosted Bi-Weekly meetings with my CSRs to inform them of new policies and coach them in processes that were short of compliance across the network. My goal was to ensure my CSRs were trained accurately in every XPO administrative role.
Customer Service Representative & District Mentor
XPO Logistics, Inc
10.1999 - 09.2023
- I provide transportation services for XPO customers. I resolved any merging problems which a customer might face with accuracy and efficiency during the transportation process. I created customer accounts and established credit for each account. My duties also include training Customer Service Representatives to properly bill invoices and correct invoice errors. I also ensure negotiated pricing is applied to customer invoices. I handle all disposal of chemical spills while being EPA compliant. I engage in sales of products and services while providing solutions to customer complaints, questions and filing claims. I take incoming calls, generate sales leads, identify, and assess customer’s needs to achieve customer satisfaction is my daily focus. Build sustainable relationships and trust with customers through open and interactive communication. SME, Subject Matter Expert, an expert on a particular matter such as billing, sales, marketing, etc. I am also considered a SME in invoicing, chemical spills, GPC Mobile Dimensioner, and exceptional customer service.
Education
Associate of Science - Criminal Justice
Southern West Virginia Community and Technical College
Mount Gay, WV06.1996
Skills
Windows, Microsoft Outlook, Word, Excel, and Power Point
Problem-solving
Customer relations
Adaptability and flexibility
Team building and leadership
Training and mentoring
Continuous improvement
Workflow management
Leading team meetings
Policy enforcement
Delegating work
Positive and constructive feedback
Performance evaluation
Training programs
Goal attainment
Employee schedule management
Activities and Honors
- XPO Logistics, Inc quarterly leadership award 2015.
- I have received over 20 Star Cards which are acknowledgement cards given by upper management within XPO Logistics, Inc. for exceptional work.
- I was featured in my employer’s magazine twice because of customers writing letters to our corporate office praising me for impeccable customer service.
Duties
- Training XPO Administrative roles to Customer Service Representatives.
- Training Customer Service Representatives billing invoices and correcting invoices.
- Processing chemical spills and proper disposal per EPA regulations.
- Audit Invoices for proper applied pricing and fees per customer’s tariff.
- Maintain Accounts Receivable reports
- Hosting team meetings with CSRs and Service Center Managers
- Completion of administrative reports
Timeline
Customer Service Supervisor – Remote
XPO
09.2023 - 06.2025
Customer Service Representative & District Mentor
XPO Logistics, Inc
10.1999 - 09.2023
Associate of Science - Criminal Justice
Southern West Virginia Community and Technical College