SHAWNECIA ROGERS

• Coordinated transportation scheduling and dispatch operations for multiple drivers and carrier assignments.

• Monitored route performance reports and adjusted assignments to reduce delays and detention occurrences.

• Managed carrier contracts and assignments based on freight requirements and operational needs.

• Prepared capacity forecasting reports and communicated operational needs to logistics teams.

• Processed billing documentation, shipment records, customs paperwork, and invoice reconciliation.

• Scheduled fleet maintenance to reduce downtime and improve operational efficiency.

• Maintained vendor communication and negotiated revised timelines during shipment disruptions.

• Built workflow systems improving dispatcher communication and operational consistency.

• Managed high-volume inbound and outbound customer communications while maintaining excellent service standards.

• Supervised customer service representatives and provided training, coaching, and daily team support.

• Resolved escalated customer complaints, improving customer retention and service satisfaction.

• Processed billing inquiries, payment processing, collections support, and account management.

• Maintained customer databases and monitored workflow trends to improve operational performance.

• Created Excel dashboards to track performance metrics and service trends for management reporting.

• Improved team response times by implementing callback scheduling processes.

• Reduced repeat customer complaints through improved escalation management procedures.

• Coordinated weddings, stadium events, and private functions.
• Oversaw food service quality and supervised event staff.
• Maintained excellent guest satisfaction standards.

Processed customer transactions accurately, ensuring balanced registers daily.

• Assisted customers with returns, exchanges, billing questions, and service inquiries.

• Trained new employees on POS systems and customer service procedures.

Processed customer transactions accurately while balancing registers daily.