Jerry Lennox
Winslow
Summary
Dynamic and results-oriented professional with extensive experience at JB Hunt Transportation, excelling in customer service and problem-solving. Leveraged exceptional listening skills and critical thinking to enhance customer satisfaction and streamline operations. Proven leader in fostering teamwork and implementing effective solutions, significantly improving service delivery and efficiency.
Customer experience professional with strong background in enhancing customer satisfaction and loyalty. Adept at resolving issues, managing high-stress situations, and implementing effective solutions. Strong focus on team collaboration and achieving results. Skilled in communication, problem-solving, and relationship-building, with keen understanding of customer needs.
Knowledgeable with solid history in enhancing customer interactions and improving satisfaction. Skilled in resolving complex issues and tailoring solutions to meet unique client needs. Demonstrated ability in effective communication and empathy, ensuring positive customer experiences.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Knowledgeable and dedicated customer service professional with extensive experience in the transportation industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Customer Experience Representative
JB Hunt Transportation
10.2021 - Current
- Established a positive work environment that encouraged collaboration and teamwork among staff members for optimal results.
- Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapportbuilding.
- Facilitated smooth issue resolution by maintaining clear lines of communication between customers and relevant departments.
- Developed strong relationships with clients, fostering a sense of trust and reliability in the company''s services.
- Elevated overall customer satisfaction ratings with a focus on providing prompt assistance and empathetic support during interactions.
- Streamlined communication channels for improved efficiency in handling customer inquiries.
- Championed the voice of the customer internally, working closely with other departments to address concerns and find opportunities for improvement.
- Initiated process improvements to reduce average call handling time while maintaining high-quality service standards.
- Analyzed customer feedback data, identifying areas for improvement and implementing necessary changes.
- Implemented proactive approaches to anticipate and resolve potential customer concerns, resulting in higher retention rates.
- Assisted in the development of new policies and procedures that aimed at exceeding customer expectations consistently across all touchpoints.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Reduced response times significantly through effective prioritization and delegation of tasks among team members.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
Road Service Coordinator
JB Hunt Transportation
07.2017 - 10.2021
- Maintained up-to-date knowledge of industry best practices in equipment maintenance and repair, utilizing this expertise to guide decision-making during breakdown events.
- Provided ongoing support to field technicians during breakdown events, offering guidance and troubleshooting assistance as needed.
- Served as a trusted liaison between clients experiencing breakdowns and internal resources responsible for addressing these issues, fostering strong partnerships built on trust and effective communication.
- Played a key role in establishing a culture focused on safety within the organization by adhering to established protocols during all aspects of the breakdown coordination process.
- Implemented new tracking systems for breakdown coordination efforts, resulting in improved visibility into ongoing projects and more accurate performance metrics.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Volunteered to help with special projects of varying degrees of complexity.
- Trained and supervised employees on office policies and procedures.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
CNA
Brookestone Assisted Living
10.2016 - 07.2017
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
CNA
Fayetteville Health And Rehab
06.2010 - 08.2016
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
Animal Caretaker
City of Fayetteville
11.2004 - 09.2009
- Fed and watered animals to provide necessary nutrients and keep pets healthy.
- Provided daily nutrition to animals by preparing and distributing appropriate food portions according to species-specific needs.
- Maintained clean and safe living environments for animals by regularly cleaning enclosures and providing proper bedding materials.
- Cleaned animal enclosures maintain clean living spaces for pets and prevent spread of disease.
- Kept animals clean and free of contaminants to promote optimal health.
- Conducted regular health checks on animals under care, noting any changes in appearance or behavior that could indicate potential issues.
- Maintained equipment and facility to keep animal care environment and tools in good working order.
- Monitored animal health to quickly recognize signs of illness and injury, seeking necessary medical attention.
- Improved animal health by administering medications, vaccinations, and treatments as prescribed by veterinarians.
- Collaborated effectively with fellow caretakers and support staff to ensure comprehensive care for all animals within the facility.
- Administered medications to animals in treatment and documented changes in condition.
- Assisted with the capture and restraint of various animal species during medical examinations or treatment sessions as needed.
- Educated visitors about responsible pet ownership practices during guided tours of the facility or community outreach events.
Sales Associate
Kohls
10.2004 - 11.2004
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
Education
High School Diploma -
Fayetteville High School
Fayetteville, AR06-2004
Skills
- Call center experience
- Listening skills
- Accurate recordkeeping
- Complaint handling
- Notetaking and documentation
- Excellent people skills
- Complaint resolution
- Team leadership
- Reliable and punctual
- Customer education
- Goal oriented
- Service monitoring and evaluation
- Exceptional customer service
- Outgoing personality
- Resource utilization
- Problem-solving skills
- Critical thinking
Timeline
Customer Experience Representative
JB Hunt Transportation
10.2021 - Current
Road Service Coordinator
JB Hunt Transportation
07.2017 - 10.2021
CNA
Brookestone Assisted Living
10.2016 - 07.2017
CNA
Fayetteville Health And Rehab
06.2010 - 08.2016
Animal Caretaker
City of Fayetteville
11.2004 - 09.2009
Sales Associate
Kohls
10.2004 - 11.2004
High School Diploma -
Fayetteville High School
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