Sonya Murphy

• Provided exceptional customer service, addressing inquiries and resolving complaints in a timely manner.
• Entered and maintained accurate records of daily activities, including dispatches, incoming deliveries, and other pertinent information, using USPS-specific computer systems.
• Monitored drivers' progress and updated customers on their shipment status.
• Spoke with customers to ensure that expectations regarding deliveries had been met or exceeded.
• Verified that all required documents were received prior to dispatch.
• Utilized active listening and intelligent open-ended questioning to help build lasting relationships with customers.
• Dispatched workers, equipment or service vehicles to locations using radios or telephones.
• Developed strong relationships with drivers through effective communication and problem-solving skills.
• Managed communication between drivers, customers, and internal teams to resolve any issues or delays.
• Communicated with third-party logistics providers regarding pick-up and delivery times and locations.
• Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
• I spoke with supervisors, drivers, outsourced transportation companies, and customers to resolve problems.

• Used excellent verbal skills to answer and engage incoming customers calls regarding product questions, sales inquiries, and complaints.
• Answered customer questions about products and services and recommended appropriate solutions.
• Entered, updated and maintained comprehensive and up-to-date customer information in CRM database.
• Generated quotes, processed payments and documented customer communications.
• Increased profitability and revenue by identifying customer needs, determining appropriate offerings and suggested additional products or services that may benefit the customer's needs.
• Worked effectively in team environments to make the workplace more productive.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
• Recognized by management for providing exceptional customer service.

• Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other related issues.
• Engaged actively with callers, confirming or clarifying information and diffusing anger.
• Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
• Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
• Attended regular training sessions on updates and changes within the industry or organization.
• Resolved customer inquiries, questions, and concerns. Updated customer accounts, addresses and contact information within call management databases.
• I was sent to Dallas, TX, for an outsource project. Taught in classrooms, customer service procedures for the Optima credit card, and the Express Cash program.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

Unfortunately, I was unable to complete my degree. I was a single mom and just unable to afford to continue my education at that time.