Shereika Whittingham
Columbia,MD
Summary
Well-qualified professional with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
20
20
years of professional experience
Work History
Dispatcher/CSR
xpo logistics
04.2020 - 11.2022
- On-time delivery metrics of 98%+ for all markets assigned.
- Assist daily operations and operation managers, customers and business partners via telephone and email
- Handle customer complaints in a calm, professional manner
- Diagnose, assess and resolve problems or issues
- Monitor progress of delivery routes
- Scan haul-away pods and verify stamps
- Process changes or cancellations to delivery orders
- Assist trainees with learning business protocol and procedures
- Assist district manager and drivers resolve real-time issues on route/ advocate for both parties with clients while building healthy and profitable relationships
- Finding creative solutions in daily emergencies in not limited to office, applications and any situation that can arise and affect the day to day business flow or structure.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Implemented new software systems that improved efficiency within the dispatch center operations.
- Answered phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
HR/Help Desk/Customer Service
Family Dollar Corprate
02.2014 - 07.2017
- Executed daily operations screening routing and conferencing appropriate calls
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Basic troubleshooting retail store equipment
- Handling customer complaints and compliance to company policy at the store level
- Performing transaction research and investigations, submitting refunds request for customers
- Successfully handle 140 plus calls and 20-30 emails per 8 hours shift daily
- Handle escalated and emergency issue
- Participated and assisted in outreach services provided by Family Dollar for schools and community
- Maintaining customer’s records and files through Oracle, CcNet, Excel, Microsoft
- Working alongside district managers resolving external and internal issues
- Assisted HR with internal and external support on issues such as but not limited to Payroll, Health Insurance corrective action Issues, Complaints etc.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Developed and maintained courteous and effective working relationships.
- Maintained human resources information system and kept employee files up to date and accurate.
- Completed background and reference checks to facilitate hiring and onboarding of employees.
- Assisted in payroll processing, ensuring accurate compensation for all employees based on hours worked and applicable deductions.
- Streamlined HR processes for increased efficiency, reducing time spent on administrative tasks.
- Reviewed human resources paperwork for accuracy and completeness.
- Enhanced company culture by organizing team-building events and professional development opportunities.
- Explained employee compensation, benefits, schedules, working conditions, and promotion opportunities.
- Supported human resources staff with new hire orientations and monthly departmental meetings.
- Coordinated employee recognition programs, boosting morale and increasing overall satisfaction levels within the company.
- Managed team of 20 plus employees to maintain smooth-running operations of shop floor.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Created an inclusive workplace atmosphere that fostered teamwork among employees of diverse backgrounds.
Education
BA Sociology - Industrial And Organizational Psychology
SNHU
02.2024
Human Resource Management -
SNHU
05.2021
Skills
My most valuable skill and strengthen is my leadership abilities I can function as a team player that relate to all Leading with great insight developing, training and coaching people with diverse back grounds that promotes inclusivity A very intuit quick learner makes me skillful adaptable and dependable Exceeding company’s/Team’s expectations and goals HR Best Practices development and training General Office Duties, Data Entry, Computer proficient, Research and report analytics, creativity for people service oriented programs, World Class Customer Service, Dispatching procedures, Customer Relations, Dispatch Coordination, Schedule Management, Work Order Management, Customer Relationship Management, Critical Thinking, Effective Communications, Microsoft Office, Technical aptitude and Strategy Development
Online Properties - Portfolio
Portfolio/Website/Blog
Personal Information
Title: Sociologist
Volunteer Experience
Student/ Community Service, 11/2017, 12/2023, Building connection and opportunities with families, businesses, financial partners, etc. within the local communities that I serve and volunteered in. Creating, organizing and leading outreach programs such as GED, Back to School, Summer children and teen and much more. Corresponding to emails and phone calls. Counseling those who walk-in our door for the first time assessing their needs then providing them with information and resources about services available or needed to address issues they need. Collaborate with our program coordinators about case eligibility. Preparing, Serving or organizing meals for families. Leading Children groups and activity while parents attend programs.
Timeline
Dispatcher/CSR
xpo logistics
04.2020 - 11.2022
HR/Help Desk/Customer Service
Family Dollar Corprate
02.2014 - 07.2017
BA Sociology - Industrial And Organizational Psychology
SNHU
Human Resource Management -
SNHU
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