Cirrissa Fosmoen

Detail-oriented professional with 7+ years of experience in administrative support, account management, and customer service. Demonstrated success in cross-departmental collaboration, process improvement, and managing complex customer inquiries. Skilled in data organization, workflow optimization, and confidential recordkeeping, with a proven ability to adapt and deliver accurate, timely support in fast-paced environments.

Customer Service Support Specialist - Carl's Place LLC - Milton, WI

(2023-08 - 2026-09)

• Provided internal support for multiple departments by creating quotes, conducting online product research, and managing record keeping, carrier claims, returns, refunds, and tax exemptions to streamline operations.
• Responded professionally to customer requests, achieving high satisfaction by addressing inquiries efficiently and maintaining a positive, empathetic demeanor.
• Handled complex customer inquiries with discretion, resolving issues and ensuring accurate order placement, procurement, and activation of electronics and software subscriptions.
• Communicated with external vendors on returns and policy exceptions, facilitating smooth drop-shipped product resolutions and improving customer experience.
• Created, maintained, and updated records and resources, preparing documentation to measure customer complaints, internal metrics, and dollars spent on satisfaction initiatives.
• Applied critical thinking and sound judgment to address customer and internal requests, identifying workflow improvements to enhance service quality.
• Organized raw data into clear, actionable reports and communicated findings to support process enhancements and decision-making.
• Worked independently in a fast-paced environment, reprioritizing tasks based on changing needs and ensuring accuracy through strong attention to detail.

Account Manager - Blackhawk Transport - Beloit WI

(2020-02 - 2023-06)

• Oversaw multiple accounts and consistently met or exceeded performance goals by proactively managing client relationships and service delivery.
• Built and maintained productive relationships with customers and internal partners, resulting in improved client retention and satisfaction.
• Acted as main point of contact for client concerns, de-escalating interactions by providing alternative solutions and ensuring customer needs were met.
• Motivated and collaborated with onboarding team members to successfully integrate new employees, supporting organizational growth and team cohesion.
• Utilized excellent verbal and written communication skills to engage customers, accurately determining needs and recommending best-fit solutions.
• Identified customer needs through targeted questioning and provided tailored advice, enhancing overall customer experience.
• Greeted and assisted customers to foster positive experiences, contributing to a welcoming and professional environment.
• Recognized security risks and responded appropriately, ensuring safe and compliant handling of sensitive situations.

Driver Manager - Blackhawk Transport - Beloit WI

(2016-08 - 2020-02)

• Reported maintenance and repair needs for transportation vehicles and equipment, reducing downtime and ensuring fleet reliability.
• Created and enforced policies and procedures for the transportation team, improving compliance and operational efficiency.
• Researched and suggested cost-effective methods, conducting regular safety audits to enhance equipment safety and reduce expenses.
• Managed day-to-day logistics operations by monitoring trucks in real time, optimizing routes and minimizing delivery delays.
• Supervised workers engaged in delivering and shipping products, coordinating inbound and outgoing deliveries to maintain service standards.
• Handled departmental scheduling to ensure proper staffing, maximizing productivity and minimizing overtime costs.
• Tracked driver behavior, timekeeping, and attendance, supporting compliance with legal hours and company policies.
• Coordinated load planning for drivers, minimizing dispatch delays and improving delivery efficiency.
• Completed driver risk assessments and applied appropriate controls, reducing incidents and enhancing safety.
• Conducted annual driver performance reviews and developed plans to help drivers meet and maintain required standards.
• Recorded and investigated collisions and passenger injuries, achieving year-on-year reductions by adhering to company processes.
• Conducted periodic probation reviews of new drivers, ensuring smooth onboarding and performance alignment.
• Identified root causes of service issues by communicating with the team and monitoring delivery outcomes, driving continuous improvement.

Associates of Science - Business Management - Blackhawk Technical College (2013-08 - 2016-05)

Albany High School (1998-08 - 2002-05)