Shederreyon Dukes
Orlando,FL
Summary
Highly experienced customer service and team management professional seeking a Human Resource Coordinator role. Proven track record in phone-based support and problem resolution, with strong computer skills. Demonstrated empathy and expertise in documentation management and process optimization to enhance customer satisfaction.
Overview
16
16
years of professional experience
Work History
Truck Driving
Werner Enterprise Inc.
09.2020 - 05.2024
- Ensured timely and secure delivery of finished goods and raw materials between various locations including manufacturing plants, retail stores, and distribution centers
- Conducted vehicle inspections to identify mechanical and safety concerns
- Planned and followed optimal routes for on-time deliveries in accordance with FMCSA regulations and company policies.
- Managed documentation, such as Bills of Lading and logbooks, while accurately reporting vehicle defects, accidents, and traffic violations.
Trucking Student
JTL Truck Driver Training School
06.2020 - 07.2020
- Completed comprehensive training in commercial driving, mastering pre-trip inspections, vehicle control, and road navigation
- Demonstrated proficiency in adhering to trucking industry regulations, policies, and safety standards
- Achieved a high academic distinction with a grade point average of 94.0 upon program completion.
Site Director
Boys & Girls Club/Collective for Youth
03.2017 - 11.2019
- Managed a diverse team in providing comprehensive customer support, ensuring swift resolution of account-related inquiries and maintaining system efficiency
- Conducted thorough audits and performance evaluations, optimizing team workflows and aligning staff competencies with company standards
- Maintained a consistent customer satisfaction rate of 97%, contributing to the achievement of quarterly goals with an average satisfaction score of 99%.
Juvenile Specialist
Bridge City of Youth
10.2016 - 11.2016
- Led successful transition programs for youths, consistently attaining and maintaining an average customer satisfaction rate of 98% quarterly and a 97% overall satisfaction level
- Implemented behavioral-based retention incentives, enhancing youth engagement and program adherence
- Served as a key communicator and intermediary, meticulously documenting incident reports and resolving discrepancies, while supporting the collaborative efforts between staff and youth during transition phases.
Site Director
Urban League of Nebraska/ Collective for Youth
11.2012 - 07.2016
- Assessed and resolved constituent inquiries, including troubleshooting account issues and report discrepancies, ensuring customer satisfaction and accurate record-keeping
- Conducted program performance evaluations, offering feedback on adherence to policies and operational procedures to align with organizational standards
- Developed and maintained financial documentation, including expense reports and budget spreadsheets, while enhancing expertise in adolescent and adult development and conflict resolution.
Sr. Counselor
Maximus Inc.
08.2008 - 07.2012
- Conducted comprehensive assessments to tailor social service programs to individual client needs, enhancing client satisfaction and service effectiveness
- Facilitated workforce continuity by designing and executing training programs, as well as mentoring associates to ensure preparedness for advancement opportunities
- Ensured adherence to organizational standards by enforcing compliance with policies and procedures, and by initiating corrective measures to address deficiencies.
Education
Bachelor of Science Administration -
Bellevue University
Bellevue, Nebraska05.2012
Associate of Arts Administration -
Kaplan University
Omaha, Nebraska02.2010
Skills
- Microsoft Excel/Access
- Contact Center
- Capacity Planning/Modeling
- Data Management
- Conflict Resolution
- Leadership Program
- Documentation & Reporting
- Listening
- Communication
- Problem-solving
- Truck Driving
- Safe driving techniques
- City and non-city driving
- Employee Relations
- Training development
- Performance Evaluation
- Exit Interviews
- Payroll Processing
- People-oriented
- Maintains confidentiality
- HRIS proficiency
Timeline
Truck Driving
Werner Enterprise Inc.
09.2020 - 05.2024
Trucking Student
JTL Truck Driver Training School
06.2020 - 07.2020
Site Director
Boys & Girls Club/Collective for Youth
03.2017 - 11.2019
Juvenile Specialist
Bridge City of Youth
10.2016 - 11.2016
Site Director
Urban League of Nebraska/ Collective for Youth
11.2012 - 07.2016
Sr. Counselor
Maximus Inc.
08.2008 - 07.2012
Bachelor of Science Administration -
Bellevue University
Associate of Arts Administration -
Kaplan University
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