Ryan Blodgett
Cullman,AL
Summary
Solution-oriented Solutions Specialist known for highly productive and efficient task completion. Bring specialized skills in problem-solving, client relationship management, and technological proficiency to the table. Excel in communication, teamwork, and adaptability, ensuring seamless integration of solutions into client operations.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Dependable professional with several years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
20
20
years of professional experience
Work History
Solutions Specialist
Old Dominion Freight Line Incva
Birmingham , AL
06.2014 - Current
- Identified customer needs and provided tailored solutions to meet them.
- Developed and implemented strategies for increasing sales volume.
- Resolved customer complaints in a timely manner.
- Provided technical advice on product usage and troubleshooting.
- Collaborated with other departments to ensure successful project completion.
- Documented customer interactions, outcomes, and feedback for future reference.
- Evaluated current processes and identified areas of improvement.
- Assisted customers in selecting the most suitable products for their requirements.
- Supported the development of new product lines by providing insights into customer needs.
- Monitored competitor activities in order to stay ahead of the competition.
- Attended trade shows to promote company offerings and build relationships with customers.
- Managed accounts payable and receivable processes related to solutions delivery.
- Resolved customer account and billing problems.
- Made targeted product and service recommendations based on customer needs.
- Managed a sales territory with 250+ accounts.
- Provided shipping solutions based on the customer's needs.
- Using Salesforce to report daily feedback from customers.
Dispatch Supervisor
Old Dominion Freight Line, Inc.
Pendergrass, GA
01.2010 - 06.2014
- Ensured that daily dispatch operations ran smoothly and efficiently.
- Scheduled, assigned, and monitored the work of dispatchers.
- Resolved customer complaints in a timely and professional manner.
- Developed and implemented policies and procedures to improve operational efficiency.
- Tracked and reported on dispatcher performance metrics.
- Monitored incoming calls to ensure they were handled promptly and correctly.
- Supervised the training of new hires in dispatching protocols and processes.
- Analyzed data to identify trends in call patterns or service issues.
- Maintained accurate records of dispatched vehicles, drivers, routes.
- Coordinated with other departments to ensure smooth inter-departmental communication.
- Collaborated with management to determine staffing needs for optimal coverage levels.
- Investigated customer inquiries regarding delivery status or delays.
- Implemented strategies for improved route optimization across all areas of operation.
- Generated weekly reports on dispatcher productivity and performance metrics for senior management review.
- Developed initiatives for improving customer satisfaction ratings related to dispatch services.
- Established strong working relationships with external vendors to facilitate efficient delivery operations.
- Responded quickly to emergency situations involving dispatched vehicles or personnel.
- Evaluated existing systems for potential improvements in speed or accuracy of dispatch services provided.
- Provided feedback on individual performance reviews for each dispatcher under their supervision .
- Streamlined daily operational processes through the use of technology solutions such as computerized routing software programs .
- Mentored, trained, and managed team, offering insight and direction and helped boost overall performance.
- Created comprehensive documentation outlining each step of the dispatch process from order entry through final delivery confirmation .
- Participated in regular meetings with other supervisors or managers to discuss current challenges or opportunities within the department .
- Monitored attendance and productivity for employees by maintaining accurate and updated records.
- Planned out driver routes ahead of time, which cut down on mileage and reduced costs.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Scheduled loads according to priority and available equipment.
- Supervised driver dispatching, route planning, and vehicle tracking for driving team.
- Managed daily delivery and work schedules to maximize coverage.
- Answered customer requests with information about product availability, shipping information and status updates.
- Tracked changes in computer system to keep records current and accurate.
- Investigated and resolved customer and vendor issues to retain business.
- Monitored changes in delivery schedule and communicated changes to customers.
Customer Service Supervisor
Old Dominion Freight Line, Inc.
Pendergrass, GA
01.2006 - 01.2010
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Maintained accurate records of customer interactions for future reference.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Implemented programs designed to increase employee engagement within the team.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Assisted in developing training materials for new hires as well as existing employees.
- Recruited qualified personnel when needed for open positions within the department.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Answered phone calls and responded to questions and concerns.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Monitored phone calls to provide feedback and coaching.
- Created training manuals to resolve simple and complex customer issues.
- Monitored phone calls to promote better service and provide feedback.
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
- Delegated work to staff, setting priorities and goals.
- Resolved customer complaints or answered customers' questions.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Guided employees in handling difficult or complex problems.
Dock Supervisor
Old Dominion Freight Line, Inc.
Atlanta , GA
12.2004 - 01.2006
- Ensured safe loading and unloading of trailers, monitoring of dock operations, and compliance with safety regulations.
- Supervised personnel on the docks including dockworkers, stevedores, crane operators, security guards.
- Managed the scheduling of vessel arrivals and departures to ensure efficient use of resources.
- Inspected vessels for safety hazards and coordinated repairs as needed.
- Developed and implemented standard operating procedures for all dock activities.
- Maintained accurate records of cargo shipments inbound and outbound from the dock facility.
- Conducted regular inspections to ensure equipment was maintained in proper working order.
- Communicated with customers regarding their shipping needs and provided customer service support when necessary.
- Coordinated with other departments within the organization to ensure timely delivery of goods to clients or vendors.
- Investigated incidents related to accidents or injuries that occurred at the dockside area and documented findings accordingly.
- Provided training and guidance to new hires on company policies, rules, regulations, safety protocols.
- Facilitated communication between crew members aboard vessels and shore-side staff regarding operational issues.
- Resolved conflicts between crew members or between crew members and port personnel in a professional manner.
- Worked closely with vendors to arrange services such as waste disposal or fuel deliveries according to schedule.
- Prepared daily activity logs detailing work performed by dock personnel during shift hours.
Education
High School Diploma -
Skowhegan Area High School
Skowhegan, ME06-2000
Skills
- Preparing proposals
- Quality Assurance
- Safety Regulations
- Salesforce CRM experience
- Opening and closing procedures
- Product Knowledge
- Product Demonstration
- Marketing
- Customer Relationship Management
- Data Entry
- SAP understanding
- Online Chat Support
- Help Desk Support
- Account Administration
- Service desk support
- Supply Management
- Customer Service
- Call Management
- Incoming Call Management
- Delivery Management
- Customer Needs Assessment
- Time management abilities
- Attention to Detail
- Problem-Solving
- Professionalism
- Organizational Skills
- Decision-Making
- Tracking and Documentation
- Microsoft Windows and Office
- Goal Setting
Languages
English
Professional
Affiliations
- Vice President of Cullman Christian Youth Association
- Youth Basketball Coach
- Youth Volleyball Coach
Accomplishments
- Service 2.OD
Timeline
Solutions Specialist
Old Dominion Freight Line Incva
06.2014 - Current
Dispatch Supervisor
Old Dominion Freight Line, Inc.
01.2010 - 06.2014
Customer Service Supervisor
Old Dominion Freight Line, Inc.
01.2006 - 01.2010
Dock Supervisor
Old Dominion Freight Line, Inc.
12.2004 - 01.2006
High School Diploma -
Skowhegan Area High School
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