Experienced and computer savvy logistics professional versed in all operational and financial aspects of the self-storage industry with a strong foundation in LTL freight forwarding. Skills focused on program management, OS & D issues, claim investigation/handling, shipment manifesting/preparation and high-level customer service including resolution of escalated client situatons. Motivated to maintain customer satisfaction and contribute to company success through use of an energetic attitude, keene attention to detail, self-sufficiency and the ability to work positively with a team. Hands-on with any project or problem that may arise and the willingness and ability to learn as much as possible.
Accomplishments
Closetbox:
Solely created, developed and managed the first and only in-house claim program. Used previous knowledge of LTL freight forwarding and logistics to implement procedures and processes that successfully aided in completion of client claims from start to finish.
Logged and tracked over 400 submissions for loss and damage since beginning the program.
Created new strategies to ensure customer satisfaction while maintaining the company's interest by use of policies, budgeting and while following Department of Transportation standards.
Northern Trucking & Logistics:
Assisted in the development of the company's newly founded LTL Freight Forwarding division.
Promoted to manager of the claims department where I developed a strong sense of unique client needs and handled all loss and damage issues.
Promoted to lead billing specialist for the LTL forwarding division where I created shipment manifests and coordinated cross-country product delivery with our partner warehouse/dock out of New Jersey.
Experience
Claims Program Developer & Manager, 11/2016 to 02/2018Closetbox － Denver, CO
Claims Manager:
Developed a thorough and detailed system to track, assess and resolve claims efficiently in-house. Reduced and controlled risk by handling claim submissions directly, ensuring customer satisfaction by preventing resolution delays.
Handled each claim and unique customer situation personally and provided support, answers and resolutions.
Conducted research, scheduled repairs based on coverage stipulations and budget management, provided official documentation for clients and used multiple platforms to resolve each claim.
Worked closely with sales, operations, accounting and the support team to provide excellent customer service.
Developed relationships with partner agents to locate lost belongings, discuss damages and receive prompt answers on requests.
Tracked all partner agent mishandlings and submitted claims to them for reimbursement to the company, preventing unnecessary loss of monies.
Worked with the finance department to implement a coverage policy to provide more valuation options to customers directly.
Provided training on the claims process to upper management and team members to ensure correct information was provided to customers and the process could be reviewed or changed within the company to reflect policy and goals.
Additional Projects:
Collections and Liens:
Co-created and co-managed the Collections and Liens process for past due customers and unpaid rent. Developed procedures and edited as necessary to produce the best results. Followed legal procedures to provide correspondence to delinquent customers throughout process, placed items up for auction, handled the sale of items and processed payments/deposit refunds of auction winners. Edited customer accounts accordingly and provided all required information to the fulfillment team to ensure a smooth transaction for the auction winner at the partner warehouse. Tracked returned certified letters and other correspondence for auditing/legal purposes.
Billing:
Occasionally assisted the finance department with processing payments, refunds, account creation and edits, invoicing and past due customers.
Clerical Administration, Lead Claims Specialist & LTL Freight Lead Billing Specialist, 07/2013 to 09/2016Northern Trucking & Logistics － Garden City, NY
Clerical Administration:
Wrote professional business correspondence and scanned/filed forms, reports, date and receipts.
Operated office equipment such as copiers and fax machines.
Answered a high volume of incoming calls.
Sent emails, created and mailed invoices, certified letters and official documents.
Worked closely with accounts payable and receivable, also completed numerous collection calls and follow ups.
Entered information into computer databases.
Forwarded client-related quality and service issues to the appropriate manager for resolution.
Lead Claims Specialist (promotion received after several months):
Acted as a liaison between operations, carriers and customers.
Assisted customers with issues regarding damaged or lost products.
Worked with a 3rd party insurance company for clients with additional coverage on their product.
Worked closely with the finance department and owner to approve and delegate payments inside strict time frames.
Solely handled all claim submissions for two years and had complete responsibility for the outcome while keeping a calm demeanor to ensure the satisfaction of extremely upset clients.
Provided training to a co-worker for this position before my choice to relocate to ensure no ripples in the workflow.
LTL Freight Division, Lead Billing Specialist (dual promotion received after several months):
Reviewed new customer orders and requests, manually entered data into a centralized database.
Manually created shipments, assigned carriers and dispatched shipments.
Created trip manifests for product delivery, rated bills when the shipments were complete for invoicing and submitted to accounting for processing.
Monitored shipments to guarantee on-time delivery.
Produced bills of lading and updated shipment status information.
Resolved problems for customers, warehouses and carriers.
Coordinated returns between origin and interim transportation departments.
Provided training to another co-worker on this position before my choice to relocate to ensure no ripples in the workflow.
Sales Associate & Holiday Key Holder, 10/2010 to 08/2013Charlotte Russe － Hicksville, NY
Sales Associate:
Worked at two fast paced New York locations.
Ensured clients had a great purchasing experience while engaging with them on a professional but personal level, tending to their specific style and needs while keeping the atmosphere fun.
Remained current on new & changing style trends furthering marketing skills I learned in college.
Gained experienced knowledge of the the computer/cashier system. Completed many sales, while also handling a multitude of adjustments, refunds and escalations.
Answered a high volume of incoming calls and provided resolutions.
Completed daily tasks with focus on customer questions and issues, inventory assessment, cleaning, display creation and deconstruction, restocking, signage and sales, connecting with partner stores to order product, and assisted customers in the footwear department with specific and personalized attention.
Promoted to a key holder position for the rush of the holidays due to my ability to multi-task, handle problems quickly and because of my personality, which allowed me to genuinely connect with co workers and clients.
