Hi, I’m
WRENNE GILLESPIE
Production Logistics Coordinator
Harvest,Alabama
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
15
years of professional experience
Work History
Landers McLarty DCJ
Service Operations & Customer Relations Manager
10.2015 - Current
Job overview
- Manage the day-to-day work activities of more than 30 sales, service, administrative, and customer service representatives
- Serve as department manager for first point of contact to resolve customer and collaborating with other department managers when needed with intentions of coming to a quick resolution for the customer as well as the dealership
- Manage a variety of projects from reporting analytics to creating and implementing process changes that will create best practices for employees and over all customers satisfaction
- Develop documents and implement processes and systems in support of Service & Sales in driving efficiency and achieving company goals
- Manage the staffing process, including interviewing hiring, and developing training materials
- Draft and distribute communications to associates and leaders
- Assist payroll manager with payroll discrepancies, leave of absence, vacation requests as well as other employee relations issues
- Serve as the facilities managers to confirm site meets OSHA and KPA requirements as well as readiness preparation for site inspections
- Oversee service products and parts, including inventory and documenting discrepancies to ensure product availability to match customer demand
- Interface with a high volume of internal and external customers by various forms of communication (phone, email, text, and chat)
- Created and implemented new financial reporting process to track money not collected
- Reduced the uncollected payments down by $60,000
- Provide innovative ideas to management on implementing customer campaigns and marketing projects
- Create and compile inventory, appointment and month-end reports using Excel, Elead and CDK systems
- Extract, analyze, and prepare reports to measure sales and service growth from year to year
- Interface with customer to resolve complaints with genuine concern for the customer
- Investigate employee issues and conflicts to guarantee a swift resolution
- Successfully lead the implementation of Elead’s software for the dealership, which includes training new sales staff and providing frequent implementation updates to management.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Managed customer relations on ongoing basis to maximize customer retention.
- Liaised between customers and organization with particular focus on working with sales department.
- Created customer support strategies to increase customer retention.
- Established performance and service goals and held associates accountable for individual performance.
- Implemented effective communication strategies for better understanding of customer needs and expectations.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Made customers aware of current and new programs and services.
- Collaborated with cross-functional teams to address systemic issues impacting customer experiences.
- Streamlined internal processes to improve overall efficiency in handling customer inquiries and complaints.
- Led a dedicated team of customer relations specialists, fostering a positive work environment that encouraged professional growth and development.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Monitored team performance and provided regular coaching, contributing to improvement in service quality standards.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Developed new employees and on-going performance assessment of current employees.
- Analyzed customer feedback data to identify trends and areas requiring improvement initiatives.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Developed and implemented standards for staff to provide consistent service to customers.
- Introduced innovative solutions to recurring problems, reducing complaint escalation rates significantly.
- Created activities and engagements to enhance customer experience, knowledge, and patronage.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Landers McLarty DCJ
Logistics and Inventory Manager
07.2015 - 10.2015
Job overview
- Oversaw new vehicle inventory as well tracking and delivery of all new vehicle arrivals to certify Pre-Delivery Inspections (PDI) were completed prior to being placed on the sales lot
- Implemented a process to ensure all new vehicle inventory with a recall notice had parts available and were completed prior to the sale of the vehicle to avoid mandated fines
- Implemented processes and reporting to provide continuous review and analysis of current demand and supply for recall products to improve customer satisfaction
- Communicated performance expectations and metrics to evaluate and monitor manufacture performance
- Managed supply and demand, schedules, deliveries and performance of recall products.
Landers McLarty DCJ
Finance Auditor/Assistant
07.2014 - 07.2015
Job overview
- Supported Finance Director, Compliance Officer of Finance and Finance Managers to improve operations and ensure compliance with established guidelines, policies, procedures, governmental and legal requirements
- Conducted special studies for management, as needed, and served as office focal point for questions, problem solving, and technical equipment problems
- Conducted interviews and walk-through's, performing analysis to identify key business risks and controls while verifying and coordinating daily work functions and tasks for completeness and accuracy
- Monitored and assigns daily workflow/scheduling
- Acted as liaison between clients and Management
- Provided exceptional customer service to visiting and local distinguished guests and clientele
- Maintained active communication with team and clients to manage expectations, deadlines, and deliverables
- Managed multiple calendars for meetings, events, conferences
- Compiled data and run routine reports for Managers and Directors
- Reviewed loans status for funding and obtained any missing documents to guarantee a prompt payout from the financial institute.
Caregiving
11.2009 - 02.2013
Job overview
Relocated from Illinois to Alabama in 2008 and our 1 year old son was diagnosed with brain cancer in 2009. I stayed at St Jude with him for treatment until he passed away in Feb 2013.
Ehrren’s Transport
Director of Operations
07.2014 - 08.2006
Job overview
- Managed daily operations of company
- Coordinated transportation for 7 major U.S
- Vendors
- Provided quality service to three major trucking divisions
- Planned the daily manpower needs to ensure freight was delivered and picked up in a timely manner
- Maintained quality management processes and cost control methodologies within the operations to achieve company goals and profit levels
- Interacted with fleet management and brokers to ensure timely product delivery
- Coordinated activities of operations to obtain optimal use of equipment, facilities, and personnel
- Provided training, monitored work quality, and coached employees on performance
- Made employee pay decision and changes
- Supervised and coordinated activities of employees by determining work procedures, preparing work schedules, and expediting workflow by properly utilizing employees and their hours
- Trained drivers on key Federal Motor Carriers Safety Regulations
- Demonstrated knowledge of Department of Transportation Regulations and maintained meticulous records.
Education
College of Lake County, Grayslake, IL
Administrative Assistant/Office Professional Certificate
Skills
- Strong Work Ethic
- Quality Assurance
- CRM software proficiency
- Workload Management
- Attention to Detail
- Customer Complaints Escalation
- Account Management
Qualifications Summary
Innovative, detailed/ goal-oriented professional with exceptional organizational, interpersonal, logistics, procurement, and leadership skills. Recognized for excellent Customer Relations Management, Production/Logistics Management and Sales Operations performance. Demonstrated ability to manage multiple projects independently within a fast-paced environment. Successfully implemented an operations process to reduce customer wait time and increased customer satisfaction.
Availability
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Timeline
Service Operations & Customer Relations Manager
Landers McLarty DCJ
10.2015 - Current
Logistics and Inventory Manager
Landers McLarty DCJ
07.2015 - 10.2015
Finance Auditor/Assistant
Landers McLarty DCJ
07.2014 - 07.2015
Director of Operations
Ehrren’s Transport
07.2014 - 08.2006
Caregiving
11.2009 - 02.2013
College of Lake County
Administrative Assistant/Office Professional Certificate
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