Summary
Overview
Work History
Education
Skills
Timeline
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MICHELLE ROBERTS

Chattanooga,TN

Summary

With over 20 years of expertise in managing high-profile client accounts, overseeing administrative functions, and fostering strong customer relationships, I am a results-driven Account Manager. My approach to account management is centered around prioritizing the needs of the customer, ensuring that personalized service is delivered while simultaneously driving efficiency and value. By combining my extensive experience and customer-first mindset, I consistently deliver exceptional results for clients.

Overview

26
26
years of professional experience

Work History

DIRECTOR OF CUSTOMER SERVICE

Safer Logistics
12.2022 - Current
  • Generate, compiled and distributed reports of sales leads and up-sell opportunities.
  • Analyze customer feedback and identified areas for improvement, leading to increased customer retention.
  • Resolve escalated customer service disputes and complaints, leading to increased customer satisfaction.
  • Collaborate with cross-functional teams for smooth running of customer service operations and monitored on-time completion of projects.
  • Enforce adherence with company policies among customer service team members to maintain consistent service provision.
  • Leverage data and analytics to make informed decisions and drive business improvements.

CUSTOMER SERVICE REPRESENTATIVE

Lipsey Trucking/Safer Logistics
08.2015 - 12.2022
  • Engaged customers with tailored service recommendations and detailed pricing options.
  • Generated and presented service and utilization data to management to make data-driven decisions around staffing, pricing, and resource allocation.
  • Provided on-site system training to clients as needed.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
  • Developed highly empathetic customer relationships and earned reputation for exceeding service standard goals.

CUSTOMER SERVICE REPRESENTATIVE

Transport One
10.2012 - 08.2015
  • Optimized load distribution and routing based on vehicle capacity and service demands.
  • Relayed customer expectations and service requirements to dispatch for accurate execution.
  • Provided timely updates and comprehensive reporting on service metrics.
  • Maintained and organized physical and digital filing systems.

NATIONAL ACCOUNT CUSTOMER SERVICE REPRESENTATIVE

U.S. Xpress Inc.
07.1999 - 10.2012
  • Supported the creation and implementation of fleet and rail division strategies for innovative service lines, driving $60 million in revenue.
  • Delivered service performance reports to inform strategic planning and support margin growth initiatives.
  • Developed and maintain strong relationships with high-profile clients, managing their accounts with a focus on growth and retention.
  • Lead training sessions to ensure team members understand system processes and requirements.
  • Helped facilitate successful sales and client meetings by providing necessary resources and insights.

Education

No Degree - Business Management

Chattanooga State

High School Diploma -

Hixson High School
01.1992

Skills

  • Time Management
  • Problem Solving
  • Escalation Management
  • Organization
  • Clear & Effective Communication
  • Customer Relationship & Account Management
  • Project Management
  • Sales Support & Upselling

Timeline

DIRECTOR OF CUSTOMER SERVICE

Safer Logistics
12.2022 - Current

CUSTOMER SERVICE REPRESENTATIVE

Lipsey Trucking/Safer Logistics
08.2015 - 12.2022

CUSTOMER SERVICE REPRESENTATIVE

Transport One
10.2012 - 08.2015

NATIONAL ACCOUNT CUSTOMER SERVICE REPRESENTATIVE

U.S. Xpress Inc.
07.1999 - 10.2012

No Degree - Business Management

Chattanooga State

High School Diploma -

Hixson High School

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MICHELLE ROBERTS