Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shana Murray

Fort Wayne,IN

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Overview

15
15
years of professional experience

Work History

Service Center Support

Fedex Freight
09.2023 - Current
  • Processing documentation that accompanies the movement of freight
  • Maintaining files, copying, imaging, data entry
  • Enter freight information into the computer system.
  • Comply with all applicable laws/regulations as well as companies policies
  • Assist city operations, including checking in drivers and processing related documentation
  • Update billing information and route to appropriate department
  • Resolved problems, improved operations and provided exceptional service.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Developed strong communication and organizational skills through working on group projects.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Organized and detail-oriented with a strong work ethic.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Customer Service/ Appointment Clerk

Dayton Freight
09.2022 - 06.2024
  • Processing documents, tracking shipments
  • Creating and setting delivery schedules, and performing data entry
  • Set delivery appointments for freight to be moved in and out of the terminal. Schedule pick up for freight to be picked up and delivered
  • Reconsignments of freight to be moved to different service centers
  • Assist the Service Center Manager
  • Take and deliver messages for the Service Center Manager and Account Manager
  • Provide assistance to Drivers
  • Prepare bills of lading and scan delivery receipts
  • Maintain excellent communication with external and internal customers as well as interline companies
  • Answered approximately 75 calls per day regarding appointment requests, concerns and inquiries.

Customer Service/ Claims

Anthem
02.2021 - 09.2022
  • Researches and analyzes claims issues.
  • Operates a PC/image station to obtain and extract information, document information, activities and changes in the database.
  • Thoroughly documents inquiry outcomes for accurate tracking and analysis. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
  • Provides external and internal customers with requested information.
  • Answer questions on policies, procedures, compliance, and systems
  • Receives and places follow-up telephone calls / e-mails to answer customer questions.
  • Codes and processes claims forms for payment ensuring all information is supplied before eligible payments are made.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Applied effective time management techniques to meet tight deadlines.
  • Paid attention to detail while completing assignments.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Learned and adapted quickly to new technology and software applications.
  • Cultivated interpersonal skills by building positive relationships with others.

Fleet Manager/ Dispatcher

Pucks Express LLC
10.2010 - 03.2021
  • Offer guidance to contracted drivers on the best ways to maximize their earnings, while delivering a high level of customer service
  • Develop delivery routes and maintain contact with drivers throughout the day
  • Collaborate with management to modify daily routes to accommodate the needs of customers
  • Cultivate strong relationships with drivers and customers
  • Communicate with freight brokers providing exceptional customer service
  • Drive various vehicles safely and efficiently while on and off the lot and while assisting with local vehicle deliveries and miscellaneous job related duties.
  • Check and maintain fluid levels on all vehicles.
  • Inform Operational manager of any accidents, unsafe equipment, conditions and vehicle problems.
  • Keep an organized log of gas cards, phones and other driving equipment organized and in clean and working condition.
  • Proactively identified and solved complex problems that impacted management and business direction.
  • Trained drivers to manage time effectively, improving overall mileage performance.
  • Increased regulatory compliance by monitoring vehicles to verify adherence to operational, state and federal requirements.
  • Positively interacted with drivers, upper management and shop department, which helped improve overall communication.
  • Inspected vehicles and requested maintenance tasks be completed within specific timeframes.

Solution Specialist/ Travel Agent

RCI
02.2011 - 05.2018
  • Assist the Contact Centre Manager to ensure all activities meet and integrate with organizational requirements for quality assurance and a high standard of customer service.
  • Be the primary contact for assisting Pacific and global members with difficulties at resorts per the Global Member Servicing Policy.
  • Supervise and ensure that Vacation Exchange check-in problems into resorts around the region are solved promptly.
  • Supervise and ensure that Vacation Exchange check-in deletion and relocation cases are solved within stipulated deadline.
  • Handle escalated complaint cases and ensure that justified compensation packages are accorded to complaint members, whilst ensuring customer retention.
  • Monitor internal staff are giving Quality Service - to members, to affiliated resorts, to the public, and to staff, including monitoring of corporate standards.
  • To provide coaching and training needs to individual Customer Care Specialist within the team. Assist the Contact Centre Manager with some administrative and reporting functions within the team so as to achieve operational efficiency.
  • Mentor new hires within the team to bring them up to management expectation both in complain handling and customer service.
  • Supervise calls and emails regarding general programme enquiries, feedbacks and complaints (daily correspondence). Develop and manage a correspondence system and respond to letters/faxes/emails from members.
  • Assist the Contact Centre Manager in identifying, implementing and developing customer service strategies in Operations. Other duties include but are not limited to attending to internal as well as external customer inquiries, problem solving, attending to self-enrolments and resort profile updates and liaising with the Account Managers.
  • Handle escalated calls when a customer requests to speak to a supervisor
  • Answer questions on policies, procedures, compliance, and systems
  • Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
  • Implemented corrective actions to fix root causes of various issues.
  • Answered customer questions about billing, account issues and upgrade possibilities.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Followed up with customers to increase customer service with travel plans.

Education

Bachelor of Science - Tourism Convention Event Management

IUPUI
Indianapolis, IN
05.2010

Skills

  • Leadership
  • Customer Service
  • Adaptable
  • Team oriented
  • Data entry experience
  • Microsoft Office
  • Self-motivated/driven
  • Maintain a high level of organization
  • Sales
  • Scheduling
  • Conflict Resolution/
  • Collaboration
  • Hybrid/remote

Timeline

Service Center Support

Fedex Freight
09.2023 - Current

Customer Service/ Appointment Clerk

Dayton Freight
09.2022 - 06.2024

Customer Service/ Claims

Anthem
02.2021 - 09.2022

Solution Specialist/ Travel Agent

RCI
02.2011 - 05.2018

Fleet Manager/ Dispatcher

Pucks Express LLC
10.2010 - 03.2021

Bachelor of Science - Tourism Convention Event Management

IUPUI
Shana Murray