Experience

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  Saia Inc.

  • United States
  • Truck Transportation
  • 700 & Above Employee

  • Customer Service Captain

    • Dec 2022 - Present

    Under the general supervision of the Manager, Customer Services, monitors, tracks, quotes, negotiates, and ensures contractual compliance for GSS/Saia Select, LTL, and Xtreme Assurance products. Proactively supports Customer Service team players by handling escalated calls and mentoring new hires.Responsibilities· Proactively supports Customer Service team players by facilitating follow up calls with customers, answering questions from team players, handling escalated calls from customers, and mentoring new hires during the training process.· Responsible for ensuring contractual compliance for GSS/Saia Select, LTL, and Xtreme Assurance products. Monitors, tracks, and reports revenue adjustments.· Communicates with field personnel when customers are not receiving required services, up to and including upper management.· Proactively recognizes issues prior to occurrence and is empowered to take corrective action to avoid service defects by engagement of top company executives.· Manages/resolves multi-task service requests of customers through various access channels of written correspondence, email, chat, fax, and verbal communications. Provides correspondence to meet customer needs and supplies daily/weekly/monthly performance report cards as necessary to maintain and retain the customer business levels.· Engages customers in Accessorial application disputes on freight bills. Negotiates with customer and terminal personnel to reach equitable/agreeable monetary resolution.

  • Customer Service Specialist

    • Oct 2016 - Present

    Manages and resolves service requests of customers through various access channels of written correspondence, email, chat, fax, and verbal communicationsMaintains calendars, performing follow up with customers and internal company personnel to ensure service levels are met to customer's expectationsProvides correspondence to meet the customer needs and supplies daily/weekly/monthly performance report cards as necessary to maintain and retain the customer business levelsCollaborates with customer on problem shipments to analyze and correct unsatisfactory service performanceProactively recognizes issues prior to occurrence and takes corrective action to avoid service defectsPartners with customers by taking part in resolution conference callsParticipates in projects for process and quality assurance improvements

• 

  AmeriBen

  • Meridian, Idaho, United States

  • Health Insurance Specialist

    • Feb 2016 - Sep 2016
    • Meridian, Idaho, United States

    Provided superior customer service in researching and resolving issues from internal and external customers to a resolution of complex and escalated inquires of eligibility, claims, network, and medical management cases.Navigated proprietary software systems to locate caller information, and log call details and resolution.Ensured compliance with HIPAA and HITRUST information security requirements to protect client information.

• 

  DIRECTV

  • Boise, Idaho Area

  • Programming/Communications Specialist

    • Jun 2014 - Jan 2016
    • Boise, Idaho Area

    Responsible for co-ordinating, executing, and managing customer relationships through the use of;Sales, telecommunications, tech support, acquisition, order support, supply/demand, data entry, Microsoft office, billing, payments, equipment orders/replacements/modifications, programming modifications, call logging, on-line account support, equipment activation support and self-help options with the end result including retaining accounts and customer satisfaction/repeat business.

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  US Governnment

  • Boise, Idaho Area

  • Consulting IT Specialist

    • Oct 2013 - May 2014
    • Boise, Idaho Area

    IT SpecialistAssist client with various contractual needs in the IT Industry through the following;active listening in order to take each clients concerns seriously, provided appropriate resolution or appropriate direction,unbiased presentation of programs to assist client with application and eligibility requirements and program questions, multi-tasks by simultaneously communicating with the client, document clear and concise records, meets individual performance standards, including the confidentiality and security of information.

• 

  AT&T

  • Boise, Idaho Area

  • Marketing and Communications Specialist

    • Apr 2013 - Sep 2013
    • Boise, Idaho Area

    IT SpecialistResponsibilities included but were not limited to handling inbound and outbound calls that involved customer acquisition, customer retention, up-selling, cross-selling, technical assistance, and financial services for clients from various markets. Provided self-service options, ordered equipment and supplies, trouble-shooting support, conflict resolution, prepared contracts for international travel needs, modified client accounts as requested, directed calls to appropriate departments, researched topics of concern for client support and provided educational support as needed.

• 

  Hewlett-Packard

  • Garden City Idaho

  • Independent Consultant

    • Oct 2012 - Apr 2013
    • Garden City Idaho

    IT SpecialistAs a customer solutions representative I clarified account information for customer's calling in with questions regarding their account. I assessed the charges being made and empowered the customers to arrange their shipments to achieve the maximum results while still satisfying the desires of the client. I estimated arrival times for orders placed, collected account information, launched new accounts, secured payments, consolidated customer orders to attain maximum benefits for both the customer and the client. I directed calls to proper coordinating agents in an effort to clarify and document customer and client concerns. I secured accounts daily with customers calling in to cancel their accounts through negotiations and recommendations that resulted in both parties reaching a satisfactory resolution. I trained new hires in the process of working towards becoming retention agents.

• 

  PROCARE Landscape Management

  • Garden City Idaho

  • Environmental Technician

    • Jul 2012 - Oct 2012
    • Garden City Idaho

    Responsible for the continued cultivation, growth, maintainance, blossoms, management, producuction, and preservation, of thousands of arranged floral displays through daily independent survey's utilizing varied applications targeted to identified needs. Designed, arranged, achieved new growth patterns succeeding in customer service satisfaction and repeat business. Communicated daily to supervisor when identifiying, diagnosing, and evaluating potential concerns, thereby eliminating loss of growth throughout the company.

• 

  Giraffe Laugh Early Learning Centers

  • Boise, Idaho Area

  • Educator

    • Feb 2012 - Jul 2012
    • Boise, Idaho Area

    Instructed students individually and in groups, using various teaching methods such as cooperative learning, open-ended discussions, and activities.Adapted teaching methods and instructional materials to meet students' varying needs and interests.Established clear objectives for all lessons, units, and projects and communicated those objectives to students.Established and enforced rules for behavior and procedures for maintaining order among the students for which I was responsible. Prepared students for later grades by encouraging them to explore learning opportunities and to persevere with challenging tasks.Prepared materials and classrooms for class activities.Observed and evaluated students' performance, behavior, social development, and physical health.Read books to entire classes or small groups.Provided a variety of materials and resources for children to explore, manipulate, and use, both in learning activities and in imaginative play. Maintained ongoing communication with parents regarding children’s activities, behavior, and development.¬ Prepared and delivered lessons to students.Initiated, facilitated, and moderated classroom discussions.Maintained student attendance records, and other required records.Planned, evaluated, and revised methods of instruction.

• 

  MOCC

  • Greater Salt Lake City Area

  • Education/Management

    • Mar 2006 - Feb 2012
    • Greater Salt Lake City Area

    Oversaw daily operations, managing a staff of 20 employees.Responsibilities included administrative, billing, personnel issues, policies and procedures, payroll. Participated in grant acquisitions for quality improvement opportunities.Reported directly to the Director of Operations during a weekly meeting.Answered phone calls, greeted clients, and scheduled appointments.Assisted with administrative tasks such as grant writing, budget review, annual audits, and was given increased responsibilities and recognition for a job well done. Responsible for inventory control, ordering supplies and accurate record keeping. Created and display designs in and around the center. Classroom management of staff/students of various ages. Daily curriculum planning, preparation and presentation age/stage appropriate levels Brain Research, Developmentally Appropriate Practices, Reflective TeachingIn-class Support, Curriculum Integration, Performance Assessment, Multisensory instructionWhole child education