Summary
Overview
Work History
Education
Skills
Timeline
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Ronshell Shockley

Ocean City,MD

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Qualified Advanced Technical Support Specialist with 10 years of helpdesk and customer service experience. Provides comprehensive customer support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.

Overview

9
9
years of professional experience

Work History

Logistics Specialist

EXR FREIGHT & DISPATCH
02.2021 - 10.2023
  • Track record of assisting transportation companies' growth
  • Invoice development, quality assurance, company customs documentation -Dispatch and freight management
  • FMCSA compliance
  • Managing USDOT drug/alcohol program - Data analytics, change management, networking as well as digital sourcing.
  • Coordinated resolution of issues with warehouses, sales brokers and carriers.
  • Analyzed prior delivery processes and uncovered more efficient method.
  • Tracked orders and notified customers of status or potential delays.
  • Generated documentation and information required for customer shipments.
  • Monitored inbound and outbound freight operations to establish timely delivery of packages.
  • Assessed operational performance to identify areas for improvement.
  • Created custom reports and visualizations to support decision-making processes.
  • Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
  • Investigated daily variances and corrected errors to resolve discrepancies.
  • Handled incoming calls and emails from customers regarding issues with deliveries.
  • Checked that each scheduled route was appropriately covered by delivery drivers.
  • Tracked supply, equipment and product inventory quantities to maintain necessary levels.
  • Supervised logistics functions and operations
  • Conducted investigations to resolve issues related to logistics and cargo movements managing 5-6 trucks.

Billing Analyst

Verizon Comm |CSM
01.2017 - 03.2023
  • Co-partnered with Regional leaders to develop mentor program that were effective in training new consultants.
  • Collaborated with internal and external partners to design program that would allow reps to effectively provide customer retention and revenue growth
  • Circle of Champions |2018.2019,2021.2022
  • Presidents Club 2021
  • Track record of exceeding sales goals and targets while maximizing corporate revenue opportunities
  • Experience in Microsoft Excel
  • Data analysis, CRM, email management software, Data entry and computer skills.
  • Analyzed problematic areas to provide recommendations and solutions.
  • Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
  • Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
  • Created and developed detailed work plans to meet business priorities and deadlines.
  • Investigated system issues and implemented resolutions to reduce downtime.
  • Recommended technology upgrades to improve client security.
  • Tracked project progress and updates and monitored deliverables, milestones and issues for accurate reporting.
  • Identified, targeted and delivered opportunities to make valuable contributions to strategic business objectives.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Provided sales and customer service assistance to walk-in traffic
  • Maintained strict confidentiality with all personal data as per company guidelines.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Average 40 calls pe day

Auditor

Bay Princess Hotel
03.2015 - 01.2017
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Performed nightly updates to room charges and rates.
  • Set up and entered financial data into spreadsheets using Microsoft Excel.
  • Followed established auditing processes to meet internal and regulatory requirements.
  • Analyzed data and findings to prepare reports detailing financial information.
  • Managed over 300 room hotels in resort atmosphere.

Education

Associate of Arts - Business Administration

Wor-Wic Comm College
Salisbury, MD
09.2002

Enterprise Insurance Institute
2000

US Army
1998

Delaware Tech Comm College
1993

Skills

  • Skills & Abilities
  • Oral communications, - Business presentations
  • Business writing- Analytical skills – Information
  • Technology experience
  • Account Managing
  • Team Oversight
  • Safety Practices
  • Report Creation
  • Profits and Losses Tracking
  • Job Cost Reports
  • Repair Expertise
  • Issue Resolution
  • User Training Expertise
  • Communicate With Customers
  • Problem Resolution
  • Sales Documentation
  • Customer Account Management
  • Outbound Calls
  • Customer Contact
  • Customer Relationships
  • Customer Satisfaction

Timeline

Logistics Specialist

EXR FREIGHT & DISPATCH
02.2021 - 10.2023

Billing Analyst

Verizon Comm |CSM
01.2017 - 03.2023

Auditor

Bay Princess Hotel
03.2015 - 01.2017

Associate of Arts - Business Administration

Wor-Wic Comm College

Enterprise Insurance Institute

US Army

Delaware Tech Comm College

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Ronshell Shockley