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JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Service-focused Transportation Management professional bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.

Skills
  • Project Management
  • Driving continuous improvement
  • Building Customer Trust and Loyalty
  • Effective Customer Communication
  • Tracking metrics
  • Staff Management
  • Customer service
  • Route planning and coordination
  • Implementing policies
  • Customer Retention Strategies
Work History
02/2022 to Current Supervisory Terminal Management Specialist Air Products And Chemicals | , AL,
  • Provided direct supervision to terminal Motor Vehicle Operators and Bus Attendants
  • Under direction of Terminal Manager aided in supervision and coordination of staff and aspects of bus operations.
  • Identified objectives of OSSE by analyzing feedback, observing staff to ensure alignment and implementation of OSSE DOT process and procedures.
  • Gathered, organized and input information into digital database.
  • Generated reports detailing findings and recommendations.
  • Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
  • Conferred with dispatch and PRC to address route coverage, delays, questions, problems and requests for service.
  • Tracked and reviewed available staff schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns.
  • Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
  • Monitored flow of paperwork and directed information to appropriate departments.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Developed and maintained courteous and effective working relationships
  • Used coordination and planning skills to achieve results according to schedule
  • Exceeded goals through effective task prioritization and great work ethic
05/2019 to Current Site Manager Professional Transporation Inc | Georgetown, KY,
  • Lead daily on-site standup meetings with delivery associates and dispatch team.
  • Established employee work schedules to properly staff 52 routes daily 7 day rotation.
  • Interviewed, hired and trained delivery associates and dispatch coordinators.
  • Attended weekly meetings with Amazon operations management team to discuss safety procedures, compliance issues and vehicle preventative maintenance log.
  • Built and maintained vendor relationships, serving as main liaison for acquisition of fuel and fleet maintenance.
  • Oversaw employee attendance record, handled payroll and ordered new materials for sites.
  • Delegated assignments based on plans, project needs and knowledge of individual team members.
  • Coordinated site incident/accident investigations, documented issues and escalated to executive teams as needed.
  • Planned, coordinated and managed operations and field safety audits.
  • Provided general office administration, correspondence, filing and spreadsheet development.
  • Increased regulatory compliance by monitoring vehicles to verify operational adherence to operational, state and federal requirements.
  • Inspected vehicles and requested maintenance tasks be completed within specific timeframes.
  • Received over 40k in performance bonuses 2020
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.


02/2009 to 05/2019 Dispatch Manager/Customer Service Manager Chevron | Carlsbad, NM,
  • Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
  • Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
  • Recruited, interviewed and selected employees in compliance with hiring practices and minimum standards of qualification and recommended personnel for promotion, demotion or reclassification to meet staffing requirements.
  • Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
  • Increased regulatory compliance by monitoring vehicles to verify adherence to operational, state and federal requirements.
  • Completed projects by effectively delegating tasks and overseeing employee performance.
  • Coordinated safety meetings to educate team members on best practices to mitigate hazard opportunities.
  • Inspected vehicles and requested maintenance tasks be completed within specific timeframes.
  • Reduced expenditures by 20% by overseeing equipment acquisition to attain best value and price negotiation.
  • Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture
  • Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
01/2007 to 11/2008 Lead Administrative Assistant Urban Express Transportation | City, STATE,
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Arranged rapid office equipment repair and maintenance with vendors.
  • Scheduled office meetings and client appointments for staff of 20.
  • Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
  • Coached new employees on administrative procedures, company policies and performance standards.
  • Executed record filing system to improve document organization and management.
  • Managed up to 50 calls per day
06/1998 to 04/2006 Dispatch/Customer Service Manager Company Name | City, State,
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Oversaw preventive maintenance and scheduled repairs to maximize vehicle and equipment performance.
  • Managed labor assignments and equipment allocations and met transportation, operations and production goals.
  • Reviewed orders, production schedules, shipping or receiving notices and assigned work sequences and material shipping dates and destinations.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives
  • Collected customer feedback and made process changes to exceed customer satisfaction goals
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
  • Kept accurate records to document customer service actions and discussions
  • Addressed potential cancellations and offered catered solutions to retain accounts
  • Negotiated contracts with outside carriers to minimize costs to company and customers
Education
Expected in | Paralegal Studies Interboro Institute, New York, NY GPA:

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School Attended

  • Interboro Institute

Job Titles Held:

  • Supervisory Terminal Management Specialist
  • Site Manager
  • Dispatch Manager/Customer Service Manager
  • Lead Administrative Assistant
  • Dispatch/Customer Service Manager

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