Sean Francis
Gardendale,Alabama
Summary
Dynamic customer service leader with a proven track record at Norrell Service Experts, enhancing operational efficiency and reducing labor costs by 15%. Skilled in strategic problem-solving and effective communication, I excel in logistics management and fostering strong customer relationships, driving continuous improvement and team productivity. Strategic candidate eager to leverage knowledge in transportation and logistics. Strong problem-solving and multitasking skills with good understanding about transportation management systems and GPS tracking software. Highly collaborative individual works well under pressure. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
12
12
years of professional experience
Work History
Customer Service Support II/Dispatch Lead
Norrell Service Experts
08.2022 - Current
- Identified process improvement opportunities to enhance operational effectiveness and improve team productivity, resulting in 15% reduction in labor costs and improved customer experience.
- Build, manage, and develop a Customer Support team comprised of 6 personnel, provide coaching and mentorship, conduct performance evaluations, and establish inclusive work cultures.
- Coordinate with cross-functional teams to identify process gaps and develop solutions, resulting in more efficient workflows, clearer sales opportunities, and reduced workload.
- Trained new team members on processes and procedures.
- Provided exceptional customer service by responding to customer inquiries via phone, email, and chat to ensure a positive and efficient experience, resolving issues promptly and professionally.
- Assisted customers with product information, order tracking, and billing inquiries.
- Maintained accurate and detailed records of customer interactions and transactions.
- Schedule and dispatch technicians directly and indirectly according to client specifications and requests.
- Build and maintain strong, long-lasting customer relationships.
- Operate in multiple software applications both internal and client driven.
- Monitored driver locations in field and solved discrepancies to keep team on-track.
- Developed and implemented process enhancements to drive continuous program improvement.
- Responded to high volume of phone and email requests to provide logistics information.
- Leveraged software and other tools to track data and make recommendations.
- Partnered with vendor teams to solve real-time challenges and drive cohesive experience.
- Controlled costs with optimized route plan to maximize daily appointments and minimize time or field waste.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Provided customers with information on products and services.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Monitored vehicle locations to coordinate timely arrivals.
- Monitored and tracked dispatch communication systems.
- Managed customer accounts and invoicing.
- Answered phone calls and responded to customer emails.
- Assisted in resolving customer complaints and grievances.
- Utilized customer feedback to improve customer service.
Lead Shift Operator
ESC Central
11.2012 - 07.2021
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Trained new employees and delegated daily tasks and responsibilities.
- Enforced company policies and regulations with employees.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Monitored employee actions for adherence to security & safety procedures.
- Managed over 300 customer calls per day.
Education
BBA - Finance
University of Alabama at Birmingham
Birmingham, AL05-2011
Skills
- Effective workflow organization
- Clear and concise communication skills
- Strategic problem-solving
- Customer experience enhancement
- Proficient in computer applications
- Logistics management
- Proficient in prioritizing tasks
- Flexibility in changing environments
- Effective mediation skills
- Systematic process optimization
Timeline
Customer Service Support II/Dispatch Lead
Norrell Service Experts
08.2022 - Current
Lead Shift Operator
ESC Central
11.2012 - 07.2021
BBA - Finance
University of Alabama at Birmingham
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