Virginia Richardson

Resolve customer complaints while prioritizing customer satisfaction and loyalty.

• Took ownership of customer issues and followed problems through to resolution.
• Managed a team of customer service representatives and project coordinators fostering a positive work environment focused on teamwork and collaboration.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions and corrective actions to ensure customer satisfaction
• Front End order entry processes to ensure customer requirements and project schedules were understood and met from quote to delivery of HVAC equipment ranging from single release orders to multi-release projects
• Assisted Leadership in weekly SIOP meetings to review current business production orders and provided as much insight in order to plan for custom orders smooth flow through value stream.
• Worked with Leadership closely to create and implement customer policies and internal process to ensure policies were being followed.
• 2023 - $70M sales orders processed under department managed.

This position encompassed various duties. As a contractor with DHL Express

• Hiring Manager & Payroll Processing
• Followed airport guidelines and safety measures for loading and unloading plane freight.
• Oversaw daily inbound and outbound freight along with the sort to meet delivery and pickup deadlines.
• Responsible for 18 routes, 24 employees including dispatchers, swing drivers and assistant manager.
• Processes & policies implemented for standard operating procedures in order to maximize efficiency and streamline operations.
• Reduced high theft rate by installing additional security processes which reduced theft by 95%.
• While managing this terminal service scores were obsolete after few months, we obtained service award for being in the top 10 hubs in the nation.

• Managed outbound shipping personnel to ensure correct product was pulled, verified, and loaded freight safely.
• Prepared shipping documents for domestic and international shipments.
• Enhanced customer satisfaction by resolving shipment issues promptly and professionally.
• Reduced order errors with thorough quality control checks before dispatching shipments.
• Provided clear packing slips with loading logs assisting customer service with any OS&D claims.
• Prepared freight quotes for sales bids, customer requests for various shipment methods.
• Typical Month of freight moved was approx 5-6M dollars of product and understood sales goals and OTD of 95% or higher in order to meet quarterly Key Performance Initiatives
• Maintained positive relationships with freight representatives of LTL Carriers like ABF, Averitt, FedEx Freight and worked closely with 3PL Freight Brokers to obtain quotes and shipping services for various shipping methods.
• Experienced in Export shipping