Summary
Overview
Work History
Education
Skills
Timeline
Generic

Susan Terrazas

Overland Park,KS

Summary

Regional Customer Service Manager with 20 plus years at TransAm Trucking, excelling in contract negotiations and KPI monitoring. Proven track record in enhancing customer satisfaction through effective communication and problem solving. Adept at database management and conflict resolution, consistently delivering results in fast-paced environments while maintaining high service standards.

Overview

22
22
years of professional experience

Work History

Regional Customer Service Manager

TransAm Trucking
02.2003 - 07.2025
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Trained new team members on best practices in customer service protocols.
  • Collaborated with cross-functional teams to address complex customer issues swiftly.
  • Monitored customer feedback, identifying trends to recommend service enhancements.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Coordinated with Dispatch/Planning to expedite shipping for urgent customer orders.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Negotiated contracts with vendors to secure favorable terms and pricing.
  • Answered incoming calls and provided customer service.
  • Monitored KPI's related to customer service Performance.
  • Ability to work in a fast-paced environment.
  • High degree of integrity and confidentiality.
  • Microsoft Office, Excel and PowerPoint.
  • Outlook, Phone, Fax, Scan and Copy.
  • Excellent Data Entry.
  • InContact Phone system.
  • AS/400 system.
  • Microsoft Teams and other web-based applications.
  • EDI
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Updated and maintained databases with current information.

Education

High School Diploma -

Liberal High School
Liberal, KS

Skills

  • Sales support
  • Microsoft outlook, word, and Excel
  • Problem-solving
  • Decision-making
  • Relationship building
  • Handling escalations
  • Deadline oriented
  • Positive and constructive feedback
  • Customer focused
  • Excellent time management skills
  • Adherence to high customer service standards
  • Verbal and written communication

Timeline

Regional Customer Service Manager

TransAm Trucking
02.2003 - 07.2025

High School Diploma -

Liberal High School

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