Wanja Southerland
Kennesaw,GA
Summary
Talented and passionate in sales and marketing, organizational problem-solver and sales expert skilled at organizing efficient, successful strategies to boost business and retain key accounts. Effectively prospect and network to bring in new customers while producing creative marketing materials to educate and engage customers. Tenacious in pursuing new sales channels and developing revenue streams.
Overview
30
30
years of professional experience
Work History
HR Intern
NISSEI ASB COMPANY
Smyrna, GA
05.2024 - Current
- Completed the company quarterly newsletter
- Supporting the HR team with various projects
- Teaching Japanese language lessons to employees
- Reorganizing the SDS material for easier use and reference
- Supporting the coordination of the company’s Christmas Party scheduled for December 2024.
Guest Services Agent
EMBASSY SUITES BY HILTON ATLANTA GALLERIA
Atlanta, GA
05.2024 - Current
- Spread warmth and light, the Hilton way, to every hotel guest while attending to their needs and requests
- Increased Hilton Honors loyalty program membership by 10 percent
- Completed the Hotel Revenue Management program.
- Answered inquiries about hotel services, facilities and local attractions.
- Greeted guests with a friendly and welcoming attitude.
- Registered guests into the computer system accurately and efficiently.
AirFreight Exports Agent
DHL
College Park, GA
01.2022 - 05.2024
- Managed the highest income generating freight account in the Atlanta station, ensuring profitability and client satisfaction
- Coordinated and managed all air freight export operations, including liaising with shippers, consignees, and airlines
- Handled booking arrangements and coordinated cargo pick-up and delivery
- Prepared and processed all necessary shipping documentation, such as airway bills, commercial invoices, packing lists, and export declarations
- Ensured compliance with all domestic and international shipping regulations
- Provided accurate and timely communication to clients regarding shipment status, delays, and delivery timelines
- Coordinated with customs brokers and agents to facilitate smooth customs clearance and ensure adherence to regulations and requirements
- Tracked and monitored shipment milestones, providing timely updates to customers and internal stakeholders
- Proactively addressed and resolved any operational issues or exceptions that may arise during the export process
- Ensured accurate and timely data entry in relevant systems and maintain proper documentation for record-keeping purposes
- Collaborated with cross-functional teams, including sales, customer service, and operations, to ensure seamless communication and customer satisfaction
- Stayed updated on industry regulations, market trends, and best practices in ocean freight forwarding and customs compliance.
Operations Manager
TPS LOGISTICS SOLUTIONS, INC
Port Wentworth, GA
04.2021 - 10.2021
- Managed day-to-day operations of the business ensuring smooth and efficient workflows
- Developed and implemented operational strategies to optimize productivity and reduce costs
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Built and maintained strong relationships with clients and vendors ensuring customer satisfaction and successful partnerships
- Analyzed operational data and performance metrics to identify areas for improvement and implemented solutions accordingly.
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
Guest Services Agent/Night Auditor
HILTON WORLDWIDE
Savannah, GA
08.2018 - 07.2021
- Provided exceptional service to guests and ensured smooth hotel operations
- Spread warmth and light, the Hilton way, to every hotel guest while attending to their needs and requests
- Increased Hilton Honors loyalty program membership by 10 percent
- Completed the Hotel Revenue Management program.
- Provided customer service to clients through phone and email communication.
- Developed customer relationships and ensured satisfaction with services.
- Responded promptly to customer inquiries and complaints in a professional manner.
Life Insurance Agent
NEW YORK LIFE
Savannah, GA
01.2020 - 03.2021
- Developed and maintained relationships with clients to ensure customer satisfaction.
- Assisted customers in selecting the right life insurance coverage for their needs.
- Conducted market research to identify potential new products and services.
- Closed life insurance cases during a COVD-19 pandemic while helping individuals and families protect their loved ones, plan for retirement, tax diversification, and estate planning
- Provided businesses with solutions that enhanced employee benefits and improved employee retention through whole life and term life policies.
Business Development Service Team Lead
SAVANNAH TOYOTA
Savannah, GA
08.2015 - 07.2018
- Created new processes for the Customer Experience Center team and mentored the team to become high performing individuals which led to the department exceeding its goals on an upward trend month-on-month
- Led and facilitated a root cause analysis for the Service department with the aim of increasing customer satisfaction score which increased by 5%.
Business Development Center Coordinator/Client Advisor – Service
ASBURY AUTOMOTIVE GROUP
Atlanta, GA
11.2013 - 07.2015
- Assisted customers by identifying and solving their service needs and concerns
- Met and exceeded 1500 calls every month to become the top-paid bonus coordinator in the team
- Set service appointments for customers and paired them with the service advisors – averaged 350 appointments a month
- Maintain a high score on call rating – maintained a call rating of 100% in June 2015.
Sales Manager in Training
CARMAX
Kennesaw, GA
10.2011 - 11.2013
- Led a root-cause analysis team to identify and implement solutions to help increase the customer satisfaction scores, the result was an increase of 10 points in two months
- Developed associates by ingraining profession selling principles
- Provided focused world class onboarding and coaching
- Delivered an unrivaled customer experience
- Developed efficient execution by implementing improvements to processes.
Recruiting Specialist
CARMAX AUTO FINANCE
Kennesaw, GA
04.2010 - 10.2011
- Created and implemented new candidate sourcing strategies by holding informational sessions at colleges, churches, and holding job fairs
- This resulted in doubling the number of candidates in six months
- Mined and sourced candidates on online job boards and recruiting databases
- Managed Loss Prevention by conducting background screening for candidates ensuring accuracy and compliance with all company guidelines.
Recruitment Consultant
DAN-LUKER
Essex, UK
01.2009 - 03.2009
- Recruiting UK based Social Workers and finding them job placements in UK’s counties and London Boroughs.
Marketing Services Coordinator
SERENA HOTELS
Nairobi, Kenya
11.1994 - 10.1998
- Prepared and submitted contracted and tariff rates to partner tour operators and travel agent clients
- Coordinated company events: trade shows, golf tournaments, theater nights at local theaters, and company sponsored motor-racing with respective entities
- Provided support to the Marketing team in promotion of the company in local newspapers, magazines and international journals.
- Created, edited and distributed monthly newsletters, emails, brochures, reports and other promotional materials.
- Coordinated with vendors for the design, printing and distribution of marketing materials.
Education
Bachelor’s of Business Administration majoring in Asian Studies -
Kennesaw State University
Skills
- MS Word
- Excel
- PowerPoint
- Outlook
- Effective negotiation
- Sales Presentations
- Account Investigation
- Spreadsheet tracking
- Presentation Design
- Event Coordination
- Sensitive material handling
- Scheduling
- Calendar Management
- Meeting planning
- Appointment Coordination
- Customer Service
- Database Administration
- Inventory Management
- Multitasking
- Decision-Making
- Travel Planning
- Time management abilities
- Problem-solving abilities
- Presentation Development
- Team Collaboration
- Excellent Communication
- Analytical Thinking
- Social Media Updating
- Self Motivation
- Problem-Solving
- Adaptability
- Teamwork and Collaboration
Affiliations
- Asian Studies Association Secretary (current)
- Japan-American Society of Georgia (current)
- Former Volunteer with Nurses for the Nations as a member of the Board of Directors and Database Specialist
Volunteer Experience
Member of the Board of Directors and Database Specialist for Nurses for the Nations (non-profit) organization
Languages
Japanese
Limited
Kiswahili
Native/ Bilingual
Timeline
Guest Services Agent
EMBASSY SUITES BY HILTON ATLANTA GALLERIA
05.2024 - Current
HR Intern
NISSEI ASB COMPANY
05.2024 - Current
AirFreight Exports Agent
DHL
01.2022 - 05.2024
Operations Manager
TPS LOGISTICS SOLUTIONS, INC
04.2021 - 10.2021
Life Insurance Agent
NEW YORK LIFE
01.2020 - 03.2021
Guest Services Agent/Night Auditor
HILTON WORLDWIDE
08.2018 - 07.2021
Business Development Service Team Lead
SAVANNAH TOYOTA
08.2015 - 07.2018
Business Development Center Coordinator/Client Advisor – Service
ASBURY AUTOMOTIVE GROUP
11.2013 - 07.2015
Sales Manager in Training
CARMAX
10.2011 - 11.2013
Recruiting Specialist
CARMAX AUTO FINANCE
04.2010 - 10.2011
Recruitment Consultant
DAN-LUKER
01.2009 - 03.2009
Marketing Services Coordinator
SERENA HOTELS
11.1994 - 10.1998
Bachelor’s of Business Administration majoring in Asian Studies -
Kennesaw State University
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