Tiffany Smith
Pooler,GA
Summary
Seasoned Operations Manager and talented leader with over 12 years of intermodal experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
11
11
years of professional experience
Work History
Operations Manager, Customer Experience
Lionhart Transportation
07.2021 - Current
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Helped build and review master service agreements for work eligibility.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Documented customer interactions in internal database to maintain customer service history details.
Import Documentation Clerk
Turkon America
06.2016 - 09.2021
- Identified audit parameters to comply with quality standards.
- Modeled innovative solutions to respond to organizational needs.
- Checked import and export documentation to determine cargo contents and classified goods into different tariff or fee groups.
- Created documents of load plans, cargo cleanliness inspections and transportation processes.
- Negotiated and arranged transport of goods with shipping or freight companies over more than 30 shippers and trucking companies.
- Entered shipping information into computer system and estimated freight and postal rates.
- Directed delivery trucks to shipping doors or designated areas and helped unload and load goods.
Operations Specialist
Hanjin Shipping
03.2014 - 06.2016
- Collected, arranged and input information into database system.
- Tracked and analyzed reports to determine needed improvements.
- Developed and updated tracking spreadsheets using proprietary spreadsheets.
- Motivated and trained employees to maximize team productivity.
Customer Service Representative
PB Industries, Inc
07.2012 - 03.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered over 100 customer telephone calls per day promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 90-100%.
- Provided primary customer support to internal and external customers.
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ05.2012
Skills
- Program Improvements
- Operating Procedures and Policies
- Continuity Management
- Training Initiatives
- Database Maintenance
- Retention Management
- Procedure Writing
- Customer Inquiries
- Operational Efficiency
- Customer Order Management
Timeline
Operations Manager, Customer Experience
Lionhart Transportation
07.2021 - Current
Import Documentation Clerk
Turkon America
06.2016 - 09.2021
Operations Specialist
Hanjin Shipping
03.2014 - 06.2016
Customer Service Representative
PB Industries, Inc
07.2012 - 03.2014
Bachelor of Science - Business Management
University of Phoenix
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