Glenda Dean

• Supervise daily operations, ensuring team adherence to customer service standards and policies at 12 Service Centers. Supervised approximately 45 CSR's. Worked closely with local manager in regards to local CSR's performance and job duties.
• Train and mentor staff on effective communication techniques and conflict resolution strategies.
• Implement process improvements to enhance operational efficiency and customer satisfaction.
• Monitor performance metrics, identifying trends to inform training and development initiatives.
• Coordinate scheduling and workload distribution for optimal resource utilization across teams
• Was on several development teams for new processes to be implemented in the field.
• Resolve escalated customer issues promptly, fostering positive relationships through effective solutions.
• Conduct regular performance evaluations, providing constructive feedback to promote team growth.
• Collaborate with cross-functional teams to align service delivery with organizational goals and objectives.
• Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
• Collaborated with other departments to address recurring customer concerns, improving overall service quality.
• Enhanced team productivity through regular coaching, feedback, and performance evaluations.
• Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
• Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.

OS&D Clerk- I worked OS&D at the local terminal. I was also a mentor for OS&D for other Clerks and traveled to other Service Centers to help with their OS&D. Did daily dock walks, checking freight, making sure it was labeled and would move to next location safely.

* Set customer appointments as needed.

* I worked directly with Drivers in regards to their daily routes , calling for directions if needed.

* Answered customer calls, helping them trace their freight, rate quotes, fill out paperwork, locate their shipments.

* Worked directly with dispatch , taking pickup calls, calling customers when we were unable to make pickups.

*Checked in Drivers as needed through out the day making sure all their paperwork was in order.

• Delivered exceptional customer support through effective communication and problem-solving skills.
• Collaborated with team members to enhance service delivery processes and improve efficiency.
• Trained new staff on systems and best practices, ensuring consistent service quality across the team.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Responded to customer requests for products, services, and company information.