Tanisha Small
Summary
Dedicated and results-driven Customer Service and Logistics professional with over 15 years of customer service experience, including more than 5 years in logistics and transportation. Skilled in handling complex customer inquiries, resolving service issues, managing dispatch and scheduling, and performing administrative duties in high-pressure, fast-paced environments. Technically proficient in Microsoft Office Suite, Salesforce, AS400, and Work Management Systems. Adept at maintaining professionalism, confidentiality, and accuracy in all aspects of work.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Executive
RAM Global Solutions
11.2023 - Current
- Troubleshoot and resolve customer inquiries with urgency and professionalism.
- Coordinate with partners and subcontractors for timely service and installation.
- Manage daily case volume and update internal systems with detailed documentation.
- Accurately process orders for service, equipment, and accessories.
- Handle escalations and provide internal support to Sales, Tech Support, Finance, and Logistics.
- Oversee installation lead times and maintain product knowledge across all service areas.
- Strengthen customer retention through consistent follow-up and issue resolution.
Customer Service Representative
Wasteco
08.2023 - 11.2023
- Assisted customers with account and service inquiries, ensuring accurate billing and service resolution.
- Investigated and processed billing credits; liaised between departments for case resolution.
- Handled high-volume phone and email inquiries professionally and efficiently.
- Maintained customer database for service accuracy and data integrity.
Dispatcher
Conners Transfer Ltd.
07.2021 - 07.2022
- Dispatched emergency and scheduled transport services, coordinating via radio and digital systems.
- Prioritized orders based on urgency, location, and driver availability.
- Monitored fleet status and updated routing information in real time.
- Maintained logs of activities, dispatch records, and service calls.
Customer Service Representative
National Logistics Services
01.2019 - 06.2020
- Provided support for customer inquiries via phone, email, and web platforms.
- Monitored daily routes, special pickups, and service issues; generated work orders.
- Processed payments and handled refund investigations for approval.
- Maintained and updated customer records and account documentation.
Lead Customer Service Representative
Thompson Terminals Ltd.
06.2016 - 01.2019
- Oversaw customer accounts, inventory updates, and shipment tracking.
- Scheduled inbound/outbound appointments and coordinated with drivers.
- Managed customs documentation, including B13s and bills of lading.
- Processed time sheets, invoices, and monthly reports with precision.
Customer Service Representative
Cardinal Courier
12.2014 - 04.2016
- Supported project teams with call handling, document control, and reporting.
- Managed office inventory, scheduled courier deliveries, and maintained filing systems.
- Used Excel to track project timelines and office supply inventory.
Education
Ontario Secondary School Diploma (OSSD) -
Chinguacousy Secondary School
1 2005
Skills
- Customer Experience & Retention
- Logistics & Dispatch Operations
- Administrative Support & Documentation
- Order Management & Invoicing
- Multi-Channel Communication (Phone, Email, Web)
- CRM & ERP Systems (Salesforce, AS400, WMS)
- Conflict Resolution & Escalation Management
- Confidentiality & Data Integrity
Certification
WHMIS Certification –2024
Timeline
Customer Service Executive
RAM Global Solutions
11.2023 - Current
Customer Service Representative
Wasteco
08.2023 - 11.2023
Dispatcher
Conners Transfer Ltd.
07.2021 - 07.2022
Customer Service Representative
National Logistics Services
01.2019 - 06.2020
Lead Customer Service Representative
Thompson Terminals Ltd.
06.2016 - 01.2019
Customer Service Representative
Cardinal Courier
12.2014 - 04.2016
Ontario Secondary School Diploma (OSSD) -
Chinguacousy Secondary School
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