Karla Hollins
Rancho Cucamonga,CA
Summary
Dedicated to maximizing customer satisfaction and contributing to company success, I bring extensive experience in customer service, public transportation, and the warehouse industry. Proficient in managing customer complaints and issues while maintaining accurate records. Diligent, reliable, and successful in handling high-volume, physically-challenging situations. I excel in teamwork, communication, and establishing rapport with clients by providing varying degrees of support. Specializing in quality, speed, and process optimization, I am articulate, energetic, and results-oriented, with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
I am also a strong leader and problem-solver committed to streamlining operations to decrease costs and promote organizational efficiency. Utilizing independent decision-making skills and sound judgment, I strive to positively impact company success.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
American Honda Motor Co
09.2021 - 08.2023
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Answered customer telephone calls and emails promptly to avoid on-hold wait times.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Sought ways to improve processes and services provided.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Fulfillment Team Member
Zara Warehouse
06.2021 - 08.2021
- Moved boxes and organized aisles to open up floor space and enable forklift operators to move freely through warehouse.
- Operated warehouse equipment and reported instances of safety code violations to management to reduce risk of accidents.
- Unloaded deliveries from trucks in prompt fashion.
- Prepared orders by processing requests, pulled materials from warehouse, packed boxes and prepared shipments.
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Adhered to safety processes and procedures when stocking store to avoid falls and other injuries.
- Stocked warehouse efficiently by comparing item numbers with storage locations.
- Executed regular inventory counts and supply audits to monitor shrinkage and generate insights into purchasing decisions.
Fulfillment Team Member
FedEx
03.2021 - 05.2021
- Moved boxes and organized aisles to open up floor space and enable forklift operators to move freely through warehouse.
- Operated warehouse equipment and reported instances of safety code violations to management to reduce risk of accidents.
- Loaded deliveries for two to three trucks in prompt fashion.
- Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Stocked warehouse efficiently by comparing item numbers with storage locations.
- Adhered to safety processes and procedures when stocking store to avoid falls and other injuries.
- Maintained store assets with effective loss prevention strategies.
- Performed proper lifting and handling techniques to maintain safe working environment.
Fulfillment Team Member
Amazon
11.2018 - 07.2020
- Moved boxes and organized aisles to open up floor space and enable forklift operators to move freely through warehouse.
- Operated warehouse equipment and reported instances of safety code violations to management to reduce risk of accidents.
- Unloaded deliveries from trucks in prompt fashion.
- Checked inventory and selected products from specific locations based upon availability.
- Adhered to safety processes and procedures when stocking store to avoid falls and other injuries.
- Added packed boxes to conveyor belts for movement to shipping stations.
- Trained new warehouse employees on safety procedures and provided updated safety manuals for review purposes.
- Pre-assembled containers to be easily selected by packing associates.
- Safely and securely loaded items to prevent damage during transport.
- Maintained store assets with effective loss prevention strategies.
- Performed proper lifting and handling techniques to maintain safe working environment.
Truck Driver
Swift Transportation
05.2018 - 11.2018
- Loaded and unloaded products at warehouses and customer locations using hand trucks, pallet jacks and forklifts.
- Completed regular inspections and maintenance actions, as well as basic equipment repairs, to keep equipment operating at peak levels.
- Dropped and hooked trailers and changed configuration of equipment.
- Inspected trucks for malfunctions and reported vehicles to management for corrective action.
- Contacted customers to report delayed delivery times.
- Executed safety practices and inventory loading without customer complaints, accidents or lost-time.
- Maximized load safety by balancing, securing and weighing products.
- Enhanced customer relations by consistently delivering shipments according to schedule and quickly addressing any concerns.
- Clearly communicated with dispatchers to give updated information on estimated times of arrival and latest road conditions.
- Invoiced, collected monies due and settled accounts with shippers each day.
- Enhanced customer satisfaction by maintaining open communication with clients during pickups and deliveries.
Professional Coach Operator
Omnitrans
02.2009 - 11.2014
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.
- Performed bus driving duties while keeping passenger safety in mind to maintain good safety record.
- Transported over 40 passengers at a time safely along prescribed routes according to tight schedules.
- Followed established routes with aid from maps and GPS-equipped devices to safely navigate high-traffic areas and adhere to preset schedules.
- Maintained positive passenger relations with orderly bus environments and clear announcements for each stop.
- Completed daily reports covering trip details, vehicle maintenance actions and any reportable incidents.
- Checked vehicle daily for maintenance needs, personally handled common upkeep and reported any serious concerns to supervisor.
- Reported vehicle traffic violations, vehicle damage and accidents to management to comply with legal and insurance obligations.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Maintained frequent contact with dispatch to receive instructions and report on delays or incidents.
Education
Associate of Applied Science - Business Administration And Management
Chaffey College
Rancho Cucamonga, CA06.2022
Skills
- Data Entry
- Motivated Team Player
- Reliable and Responsible
- Verbal and Written Communication
- Customer Relationships
- Quick Learner
- Active Listening
- Handling Customer Inquiries
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Multitasking and Prioritization
- Transaction Processing
- Microsoft Office Suite
- Call Metrics
- Understanding Customer Needs
- Inbound Call Management
- Complaint resolution
- Logging call information
- Safe Driving Practices
- DOT Compliance
Timeline
Customer Service Representative
American Honda Motor Co
09.2021 - 08.2023
Fulfillment Team Member
Zara Warehouse
06.2021 - 08.2021
Fulfillment Team Member
FedEx
03.2021 - 05.2021
Fulfillment Team Member
Amazon
11.2018 - 07.2020
Truck Driver
Swift Transportation
05.2018 - 11.2018
Professional Coach Operator
Omnitrans
02.2009 - 11.2014
Associate of Applied Science - Business Administration And Management
Chaffey College
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