Toya Reed
Summary
Motivated Customer Service Representative with over 9 years of experience. Passionate about promoting lasting customer satisfaction by delivering quality service.
Overview
8
8
years of professional experience
Work History
Customer Support Lead
Elite Transit Solutions
Chicago, IL
11.2021 - 10.2022
- Coached Customer Support Specialists to develop strong customer support skills to minimize issues and meet customer expectations.
- Monitored EDI/TMS to ensure tender acceptance load changes and load building.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Conducted training and mentored team members to promote productivity and accuracy.
LAS II- Escalation Specialist
Elite Transit
Chicago, IL
08.2021 - 11.2021
- Tracked orders and notified customers of status or potential delays.
- Quickly answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Investigated and resolved carrier inquiries and accessorial requests.
- Trained staff on operating procedures and company services.
Customer Experience Representative
J.B. Hunt
Chicago, IL
07.2019 - 06.2021
- Managed both intermodal and OTR accounts.
- Processed and entered all customer orders into Order Management System and provided proactive customer service for all accounts.
- Worked with vendors to schedule daily pickups and deliveries. Provided tracking updates and possible delays.
- Tracked orders and notified customers of status or potential delays.
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints concerning invoices and shipments.
- Produced weekly status reports detailing logistic operations.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
Quality Assurance Specialist
CH Robinson Worldwide Inc.
Chicago, IL
04.2017 - 08.2018
- Provided onboarding and guidance to new inbound representatives to meet company operations, policies and services.
- Monitored inbound calls to assess representative's demeanor and customer service performance.
- Identified quality problems or areas for improvement.
- Provided ongoing feedback and coaching to improve quality.
- Handled escalations as needed during high volume peaks.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Centralized Billing Specialist
CH Robinson Worldwide Inc.
Chicago, IL
07.2013 - 03.2017
- Maintained load board of 200+ loads daily.
- Identified, researched and resolved billing variances.
- Provided quality customer service to customers/ carriers by researching issues, answering questions or addressing concerns.
- Handled high-volume paperwork (BOL, POD, Lumpers, etc).
- Collaborated with third-party factoring companies to collect invoices and other documentations.
- Problem solved any issues that were presented.
- Assisted indexing team with data entry of documentations to ensure prompt payments.
- Provided timely and professional written/verbal responses to customer requests.
- Developed direct customer relationships to grow CH Robinson accounts.
- Communicated proactively with carriers to meet deadlines and minimize escalations.
Education
Bachelor of Social Work -
Loyola University Chicago
Chicago, IL05.2023
Timeline
Customer Support Lead
Elite Transit Solutions
11.2021 - 10.2022
LAS II- Escalation Specialist
Elite Transit
08.2021 - 11.2021
Customer Experience Representative
J.B. Hunt
07.2019 - 06.2021
Quality Assurance Specialist
CH Robinson Worldwide Inc.
04.2017 - 08.2018
Centralized Billing Specialist
CH Robinson Worldwide Inc.
07.2013 - 03.2017
Bachelor of Social Work -
Loyola University Chicago