Summary
Overview
Work History
Education
Skills
Timeline
Generic

Temicka Bee

Cordova,TN

Summary

Dynamic Operations Customer Service Specialist with a proven track record at Teleperformance USA, enhancing customer satisfaction through effective conflict resolution and process improvements. Skilled in account management and reporting analytics, I excel in high-pressure environments, fostering strong relationships and driving continuous improvement initiatives to elevate service excellence.

Knowledgeable [Desired Position] with solid background in operations and customer service. Proven track record of improving customer satisfaction through process optimization and effective problem-solving. Demonstrated ability to communicate efficiently and manage time effectively.

Overview

18
18
years of professional experience

Work History

Operations Customer Service Specialist III

Teleperformance USA
12.2021 - Current
  • Assisted in the development and implementation of new initiatives aimed at enhancing the overall customer experience, leading to higher levels of satisfaction and loyalty.
  • Served as a key point of contact between the company and its clients, managing multiple accounts simultaneously while maintaining high levels of client satisfaction.
  • Enhanced customer satisfaction by efficiently resolving complex issues and addressing concerns.
  • Collaborated with cross-functional teams to ensure seamless coordination of services for customers.
  • Conducted regular reviews of internal policies and procedures, making necessary adjustments to maintain alignment with industry best practices.
  • Implemented improvements to internal processes, resulting in more efficient case management and quicker resolution times.

Customer Service Representative

McLane Food Service
06.2018 - 12.2020
  • 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.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Transportation Administrative Assistant II

McLane Food Service
05.2016 - 05.2018
  • Improved customer satisfaction by promptly addressing inquiries and resolving issues in a professional manner.
  • Created comprehensive reports on travel expenses, mileage logs, fuel consumption rates which were used for decision-making purposes by senior management officials.
  • Streamlined communication channels by establishing a centralized system for sharing important updates, alerts, and announcements among team members.
  • Ensured vehicles were maintained according to manufacturer guidelines by scheduling regular inspections, repairs, and preventive maintenance services.
  • Assisted in the development of departmental policies and procedures to improve overall efficiency and effectiveness within the transportation division.
  • Collaborated with management to develop cost-saving strategies for transportation operations, resulting in reduced expenses.
  • Supported team members by providing essential administrative assistance during peak periods or staff absences.

Dispatch Operations Manager

Frozen Food Express
09.2007 - 04.2016
  • Managed a team of drivers, fostering a positive work environment that encouraged collaboration and high performance.
  • Improved transportation efficiency by streamlining route planning and optimizing load distribution.
  • Supervised assigned drivers and administered counseling, reviews and disciplinary action in adherence with company policy.
  • Ensured compliance with safety regulations, conducting regular vehicle inspections and maintenance checks.
  • Played an instrumental role in crisis management situations by swiftly coordinating the redirection of shipments or reallocating resources as necessary to minimize disruptions and ensure customer satisfaction.
  • Established strong relationships with carriers to secure competitive rates for outsourced shipping needs when required.
  • Coordinated cross-functional efforts between warehouse personnel and drivers to expedite order processing and minimize transit times.
  • Collaborated with leadership on quality and customer experience metrics and addressed root causes of problem areas.
  • Developed key performance indicators to measure success of transportation operations, driving continuous improvement efforts.
  • Conducted regular performance reviews of transportation personnel, identifying areas for professional development opportunities or improvement plans.
  • Enhanced customer satisfaction by closely monitoring shipment progress and addressing issues proactively.
  • Interacted with customers to meet service and cost expectations.
  • Maximized resource allocation by consolidating shipments from multiple sources onto single routes whenever possible, reducing overall transit times.
  • Supported and committed to safety programs and OSHA compliance to support safe work environment.
  • Leveraged Qualcomm system to manage operation through driver performance monitoring and trip reporting functions.
  • Matched equipment, drivers and loads to pick up and deliver freight safely and on time.
  • Implemented standard work policies and instituted team leadership processes to streamline operational logistics.
  • Evaluated customer and company service requirements and anticipated workloads to facilitate scheduling process.
  • Oversaw fleet management activities, ensuring optimal vehicle utilization and timely maintenance services for uninterrupted operations.

Education

BBA - Business Administration

American InterContinental University
Schaumburg, IL

Skills

  • Time management expertise
  • Reporting and analytics
  • Process improvement strategies
  • Conflict resolution techniques
  • Compliance
  • Strong interpersonal skills
  • Team collaboration
  • Relationship building
  • Online chat and email
  • Call center experience
  • Customer relationship management
  • Troubleshooting
  • Account management
  • Live chat support
  • Escalation control
  • Problem-solving skills
  • Multitasking
  • Calm and professional under pressure
  • Excellent communication

Timeline

Operations Customer Service Specialist III

Teleperformance USA
12.2021 - Current

Customer Service Representative

McLane Food Service
06.2018 - 12.2020

Transportation Administrative Assistant II

McLane Food Service
05.2016 - 05.2018

Dispatch Operations Manager

Frozen Food Express
09.2007 - 04.2016

BBA - Business Administration

American InterContinental University

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Temicka Bee