Lydell Brantley
Greensboro
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
Area Manager of Logistics
Walmart
02.2022 - Current
- Partnered with sales teams to understand customer requirements better allowing them to provide tailored logistics solutions that met their specific needs.
- Championed a culture of safety within the organization by promoting best practices, conducting regular inspections, and addressing any identified hazards promptly.
- Achieved substantial cost savings by conducting thorough analyses of transportation modes, carrier rates, and service options before making recommendations for procurement decisions.
- Coordinated emergency response efforts during crises situations, ensuring rapid deployment of resources to minimize disruptions to the supply chain.
- Spearheaded process improvements projects aimed at increasing throughput capacity without compromising on safety or quality standards.
- Developed strong relationships with vendors and carriers to negotiate favorable contracts, ultimately lowering overall operational expenses.
- Designed effective training programs for new hires, fostering a culture of continuous learning and skill development within the department.
- Maintained accurate records of inventory levels through regular audits and adjustments based on demand forecasts, preventing stockouts or excess stock accumulation.
EHS Specialist
Ecolab
08.2016 - 05.2021
- Increased efficiency in waste management processes by identifying opportunities for recycling and waste reduction initiatives.
- Evaluated the effectiveness of existing safety equipment, ensuring proper maintenance schedules were followed to maximize operational functionality.
- Conducted regular audits on EHS management systems, identifying areas for improvement and implementing corrective actions accordingly.
- Achieved cost savings through the identification and elimination of unnecessary hazardous materials usage within the facility.
- Boosted regulatory compliance by proactively monitoring changes in legislation and updating internal protocols accordingly.
- Spearheaded sustainability initiatives that reduced energy consumption and carbon emissions throughout company facilities.
- Minimized potential hazards by conducting regular workplace inspections and recommending corrective actions where needed.
- Reduced workplace accidents with the implementation of a behavior-based safety program focused on accident prevention.
Senior Territory Manager
Ecolab
05.2013 - 08.2020
- Exceeded targets by building, directing, and motivating high-performing sales team.
- Improved overall team performance by providing regular coaching, mentoring, and training to junior territory managers.
- Optimized sales operations by streamlining processes, reducing redundancy, and improving communication between team members.
- Retained key accounts through diligent relationship management, understanding client needs, and ensuring timely delivery of services.
- Contributed to overall business strategy as a member of the senior leadership team responsible for setting organizational goals and objectives.
- Built lasting rapport with customers by delivering exceptional presentations that demonstrated product value propositions effectively.
- Drove sales efficiency through data-driven decision-making processes based on accurate reporting and analysis of key performance metrics.
- Negotiated favorable contract terms on behalf of the company that resulted in cost savings while maintaining high levels of service quality.
- Implemented innovative incentive programs for team members which led to higher motivation levels resulting in improved productivity.
- Generated new business leads through targeted prospecting techniques and strong networking skills.
- Expanded market share by identifying opportunities, conducting competitor analysis, and tailoring product offerings to meet customer needs.
- Increased sales growth by developing strategic plans for territory expansion and relationship building with key clients.
- Developed detailed annual budgets for assigned territory that aligned with corporate objectives while managing expenses carefully throughout the year.
Senior Customer Service Representative
Sears Call Center
01.2007 - 04.2013
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Mentored junior team members, contributing to their professional development and overall team success.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Processed, scheduled and executed customer orders for new and established customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
Education
Bachelor of Arts - Business Administration And Management
Guilford College
Greensboro, NC06.2011
Skills
- Complaint resolution
- Conflict Management
- Escalation management
- Call center experience
- CRM Software
- Database Research
- Shipping and Logistics
- De-Escalation Techniques
- Customer Service
- Problem Resolution
- Process Improvement
- Issue and Complaint Resolution
- Data Management
- Product and service knowledge
- Computer Skills
- Microsoft Office
- Inbound Call Management
Timeline
Area Manager of Logistics
Walmart
02.2022 - Current
EHS Specialist
Ecolab
08.2016 - 05.2021
Senior Territory Manager
Ecolab
05.2013 - 08.2020
Senior Customer Service Representative
Sears Call Center
01.2007 - 04.2013
Bachelor of Arts - Business Administration And Management
Guilford College
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