Hi, I’m
PORSHA TRUESDALE
Fort Mill,SC
Summary
Experienced and well-developed leader in education and logistics. Organizational, multi-tasking, and prioritizing skills. Adept ability to lead teams, develop subordinate or new hires while coordinating multiple tasks and overseeing the distribution and review of complex tasks. Experienced in adapting and working in fast-paced and ever-changing environments. Strong project management and analytical background. Advanced proficiency in Microsoft Office, Outlook, Google Suites, Microsoft Teams, Zendesk, and Case Management in SalesForce. Frequently recognized for leadership and top performance. Interpersonal and leadership skills that effortlessly transfer to the any company or role.
Overview
10
years of professional experience
Work History
InVue Security
Customer Service Team Lead
03.2022 - Current
Job overview
- Trains and onboards new customer service representatives, resulting in improvement in their time-to-productivity.
- Developed a comprehensive training program that reduced the onboarding period by more than 50% while maintaining a satisfaction rate of over 90% among new hires.
- Successfully resolves more than 100 customer escalations on a monthly basis, achieving a 99% resolution rate and preserving customer satisfaction levels.
- Leads and manages a team of 10 customer service representatives, consistently exceeding team goals and KPIs.
- Conducts weekly team meetings, resulting in a an increase in team productivity and a decrease in error rates.
- Efficiently manages team schedules to reduce scheduling conflicts and improved coverage during peak hours.
- Manages a portfolio of more than 20 key accounts, ensuring their needs are met and maintaining a 98% customer satisfaction rate and 100% OTIF rate for shipments.
- Coaches new team members on service techniques and provides scoring through quality assurance program.
- Identifies and implements process improvements, resulting in a decrease in customer and employee complaints and an increase in efficiency.
- Collaborates with other departments to address customer and departmental pain points.
- Received the "Customer Service Excellence Award" 4 times for consistently exceeding performance targets and providing outstanding leadership.
InVue
Customer Service Specialist
08.2021 - 03.2022
Job overview
- Provided primary customer support to internal and external customers.
- Maintained and managed customer files and databases.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
A.R. Rucker Middle School
7th Grade ELA Teacher
08.2020 - 08.2021
Job overview
- Completed in-service and additional training to maintain professional growth.
- Evaluated academic skills of each student through verbal assessments, graded assignments and standardized tests.
- Led interesting and diverse group activities to engage students in course material.
- Taught age-appropriate spelling techniques, grammar rules and language skills.
- Authored, updated and implemented training procedures.
- Held demonstrations and one-on-one coaching sessions in person and virtually.
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Incorporated multiple types of teaching strategies into classroom.
Maersk Line
Logistics Analyst
05.2013 - 08.2020
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Built and maintained strong client relationships to drive business growth.
- Developed and delivered presentations to key customers to position products and services.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Used advanced software to prepare documents, reports, and presentations.
- Worked with senior management to initiate new projects and assist in various processes.
- Coordinated events and worked on ad hoc projects.
- Processed purchase orders according to internal policies, verifying factors such as on-time delivery, minimal cost sourcing and weight compliance.
- Monitored inbound and outbound freight operations to establish timely delivery of packages.
- Generated documentation and information required for customer shipments.
- Prepared and documented shipment activities and cargo movements to enable tracking history and maintain accurate records.
Education
Winthrop UniversityRock Hill, SC
Bachelor of Arts from English Education
05.2010
Skills
- Client Rapport-Building
- Quality Improvement Strategy
- Committed to Lifelong, Continuous Learning
- Creative and Critical Thinker
- Extensive Coursework in English, Grammar and Writing
- Training and Development Skills
- Exemplary Oral and Written Communication Skills
- Great Ability to Motivate Others
- Public Speaking Skills
- Root Cause Analysis
Timeline
Customer Service Team Lead
InVue Security
03.2022 - Current
Customer Service Specialist
InVue
08.2021 - 03.2022
7th Grade ELA Teacher
A.R. Rucker Middle School
08.2020 - 08.2021
Logistics Analyst
Maersk Line
05.2013 - 08.2020
Winthrop University
Bachelor of Arts from English Education
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