Paige Speakman

• Delivered excellent customer service and technical support to 300,000+ users of company software, from 14 states, through high volumes of phone, chat, and email, preparing detailed history of all communication and documenting in Zendesk per state regulations.
• Resolved and investigated issues, expanded job knowledge by studying industry guides, manuals, and published policies and procedures, and participated in training opportunities.

Key accomplishments:

• Achieved and maintained 99% customer satisfaction rating in all survey categories, including active listening, problem-solving skills, clear communication, and structured follow-up, resulting in 88% first-time resolution rate.

• Completed 95% of projects on schedule and within budget, while building long-term, loyal relationships with vendors by managing, quoting, booking, and tracking shipments and providing top-notch service.

Key accomplishments

• Generated up to 35 price quotes per day and prepared payment options to achieve 99.7% billing accuracy for moving services, increasing profit margin by up to 10% per move.
• Reduced support calls by 40% after collaborating with developers and product management team to design and launch self-service knowledge base and interactive chat box.
• Created 25-page training manual and knowledge-base articles and content from scratch for new providers and team members, resulting in 35% reduction in on-boarding processes.

• Supplied real-time data to shippers, carriers, brokers, their customers, and drivers, as well as assisted CEO and members of upper management and sales with projects when needed to achieve goals.
• Reviewed 100+ weekly work orders, inputting data into spreadsheets, company databases, and other documents according to instructions and identifying data entry errors.

Key accomplishments:

• Improved recollection efficiency by 90% and removed 100% of duplicates by compiling data from multiple sources into one cohesive system.
• Performed repetitive tasks daily with 99.9% accuracy using detail-oriented approach.
• Processed 2000 customer records in 6 hours during marathon processing task to prepare for upcoming audit, and worked 55 hours per week to complete audit by end of year.

• Took time off to care for seriously ill family member after unexpected illness. Will be happy to elaborate upon request.

• Facilitated and coordinated 5–10 moves per day, acting as transferee's main point of contact by collaborating with movers, office staff, and customers, and serving as mediator when appropriate.
• Answered average of 40 calls per day, addressing customer inquiries, solving problems, and providing dispatch information.

Key accomplishments:

• Saved $2,900 per year on packing supplies after negotiating new deal with current supplier.
• Achieved on-boarding of 150 first and last mile providers by sourcing qualified moving companies through various websites, social media, and networking contacts.