Shanaya Gladden
Charlotte,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Transportation Operation Management
Amazon
03.2020 - Current
- Perform various functions within the yard, support site operations teams, internal transportation field teams, and external carriers, as needed, to ensure all trailers arrive and depart on time with zero defects and to maintain a fluid trailer pool
- Operate CMVs over the road as required while staying on predetermined routes and using approved equipment
- Comply with company policies, procedures, and DOT regulations (size, weight, route designations, parking, trailer designations, violation and incident reporting requirements, break periods, etc.
- Promoted strong relationships with external stakeholders like truck drivers and logistics partners, fostering a positive reputation for the company.
Customer Service Representative
Piedmont Airlines
06.2013 - 10.2021
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
Education
B.A. in Business Management -
Johnson & Wales University
Charlotte, NC04.2024
Associate in arts -
Central Piedmont Community College
Charlotte, NC06.2017
Skills
- Transportation Planning
- Incident Reporting
- Air transportation
- Dispatching Operations
- Problem-solving abilities
- Active Listening
- Customer Service
- Call center experience
- Computer Proficiency
- Complaint Handling
- CRM software knowledge
- Team Management
Timeline
Transportation Operation Management
Amazon
03.2020 - Current
Customer Service Representative
Piedmont Airlines
06.2013 - 10.2021
B.A. in Business Management -
Johnson & Wales University
Associate in arts -
Central Piedmont Community College