Summary
Overview
Work History
Education
Skills
Timeline
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Samuel Epps Jr

Center Point,AL

Summary

Dynamic leader and problem-solver with a proven track record at EGE INC, enhancing customer satisfaction and team efficiency. Excelled in using CRM software and strategic planning to reduce complaints and improve service delivery. Skilled in fostering customer relationships and mentoring staff, achieving notable improvements in loyalty and operational workflows.

Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.

Overview

19
19
years of professional experience

Work History

Senior Customer Service Manager

EGE INC
02.2010 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Increased efficiency in handling customer inquiries by implementing advanced CRM system.
  • Oversaw creation of knowledge base to assist customers with self-service options.
  • Designed incentive programs to motivate staff and improve service levels.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Class A Truck Driver, OTR

EGE INC
09.2005 - Current
  • Reduced fuel consumption with strategic route planning and efficient driving techniques.
  • Streamlined paperwork processing by accurately logging hours of service, trip details, and expense reports in a timely manner.
  • Assisted in resolving conflicts among team members as an experienced driver with strong interpersonal skills.
  • Increased driver retention rates through mentorship of new hires and sharing valuable industry insights.
  • Provided outstanding customer service with prompt communication, professionalism, and issue resolution when necessary.
  • Performed thorough pre-trip and post-trip inspections, identifying potential issues before they became problems.
  • Communicated effectively with shipping dock personnel during pickup/drop-off procedures ensuring smooth operations.
  • Minimized downtime due to mechanical failures by performing routine maintenance on the vehicle.
  • Updated dispatchers regularly on progress toward destination using GPS tracking technology for accurate real-time information sharing.
  • Collaborated effectively with fellow drivers to share best practices and improve overall team performance.
  • Safeguarded cargo through proper loading, securing, and monitoring during transport.
  • Navigated challenging weather conditions safely by adjusting driving techniques and making informed decisions based on conditions.
  • Contributed to cost savings by optimizing fuel usage through careful acceleration, braking, and cruise control management.
  • Enhanced delivery efficiency by planning and executing optimal routes for long-haul trips.
  • Ensured timely deliveries by coordinating closely with dispatchers and adjusting routes as needed.
  • Expanded knowledge base through participation in ongoing training programs related to safety regulations or industry developments.
  • Maintained daily, legible DOT log book and submitted corresponding documents.
  • Operated with safety and skill to avoid accidents and delays.
  • Kept accurate records of cargo delivery times and vehicle maintenance to provide documentation to dispatch for billing and inventory purposes.
  • Inspected trucks and trailers before each trip to assess safety and identify maintenance concerns.
  • Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
  • Inspected load security and checked for damages.
  • Communicated with dispatchers and other office personnel to handle two-way updates and adjust daily schedules.

Education

Associate of Science - IT Network Security

Mercer University
Macon, GA

Skills

  • Customer service
  • Problem-solving
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Customer relations
  • Time management
  • Training and mentoring
  • Excellent time management skills
  • Complaint resolution
  • Effective workflow management
  • Team building and leadership
  • Customer relationship management (CRM)
  • Administrative support
  • Employee scheduling
  • New hire training
  • Staff education and training
  • Shipping, receiving, and warehousing
  • Customer relationship management software (CRM)
  • Workforce management
  • Technical support
  • Support case resolution

Timeline

Senior Customer Service Manager

EGE INC
02.2010 - Current

Class A Truck Driver, OTR

EGE INC
09.2005 - Current

Associate of Science - IT Network Security

Mercer University

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Samuel Epps Jr