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CUSTOMER SERVICE AGENT Resume Example

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CUSTOMER SERVICE AGENT
Professional Summary

Efficient logistics agent with over 20 years of experience in international freight handling. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

Skills
  • MGMS, LOGIS (AS400), Exworks
  • Client scheduling / Dispatching
  • Kewill system
  • Excellent Communication and Analytical skills
  • Customer Service Professional
  • Import Procedures (air and ocean)
  • Billing proficient
  • Microsoft proficient
  • Detail Oriented
  • Dispatching
  • Multi line telephone
  • Excellent Communication
  • Scheduling
  • Shipping
  • Warehousing functions
  • Account management
Work History
CUSTOMER SERVICE AGENT, 02/2018 to Current
Arise – Hampton, GA
  • Managed over 90 calls daily from existing contract holders (customers) to rectify complaints or assist in initiating claims or follow up on existing claim • Explain to customers of their warranty services, plans, and requirements • Process change of address, and any information materials requests • Research and resolving customer complaints.
  • Performing callbacks as customer resolution, responding to billing clarification as well as claim status inquires • Transfer calls to appropriate departments if required • Facilitate three-way conferencing and scheduling between customers and service providers.
  • Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
  • Entered customer interaction details in computer to track requests, document problems and record solutions offered.
IMPORT SPECIALIST, 08/2014 to 03/2018
DHL GLOBAL FORWARDING – College Park, GA
  • Managed documentation for Air imports operation with appropriate procedures and guidelines • Provide arrival notices to brokers to make entry for clearance • Assist broker with any additional documentation for clearing freight if needed • Confirm freight/cargo custom clearance • Contact carriers and arrange pick-up and delivery • Generate documentation and arrange pickup and delivery for freight going to FTZ • Answered over 50 calls daily, Respond timely to email and fax correspondence of any inquiries from, customers, shippers, origin and sales account managers • Create billing packets and send to customer/broker • Breakdown import documents and create file • Collect payment from broker, and/or resolve any outstanding invoices • Close all completed files • Communicate effectively and respond timely to carriers, customers, origin facility and account holders of shipment status and/or any additional inquiries • Enter shipments into computer system to dispatch for delivery once custom cleared • Create billing packets and send to customer/broker • Assist team with any areas of operational duties. Arranged expedited and special deliveries when needed
  • Entered shipping information into computer system and estimated freight rates.
  • Negotiated and arranged transport of goods with shipping or freight companies.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
OPERATIONS BILLING SPECIALIST, 07/2011 to 03/2014
CINTAS – Great River, NY
  • (METRO DOOR DIVISION) • Responsible for daily approving over 100 available sales orders daily• Invoiced work orders daily using correct format and math computation and created maximum gross profit percentage by following Metro Doors billing guidelines • Alert account managers and Team Sales Managers of low mark ups.
  • Generated and submitted invoices based upon established accounts receivable schedules and terms.
  • Identified, researched and resolved billing variances to maintain system accuracy and currency.
  • Kept vendor files accurate and up-to-date to expedite payment processing.
  • Generated accounts payable reports for management review to aid in financial and business decision making.
CUSTOMER SERVICE/OPERATIONS AGENT, 05/1994 to 10/2008
DHL EXPRESS – Inwood, NY
  • Greet and Assist customers in person with preparing their parcels for shipping • Checked bills of lading, outgoing package paperwork and other documentation for accuracy, ensuring parcels were in compliance to ship • Thorough tracking and tracing of parcels via in person and telephone • Resolved customer inquiries/issues as quickly as possible via in person, telephone or email • Confirmed receipt of delivery with customers • Dispatched over 100 customer pickup locations to drivers/couriers for timely pickup of parcels for transit going outbound.
  • Conducted research to address shipping errors and packaging mistakes.
  • Worked effectively with shippers to resolve issues with shipments, including damaged materials and shortages.
Education
HIGH SCHOOL DIPLOMA: General EducationSatellite Academy - Jamaica, NY
Diploma: Office AdministrationHunter Business School - Medford, NY
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Resume Overview

Companies Worked For:

  • Arise
  • DHL GLOBAL FORWARDING
  • CINTAS
  • DHL EXPRESS

School Attended

  • Satellite Academy
  • Hunter Business School

Job Titles Held:

  • CUSTOMER SERVICE AGENT
  • IMPORT SPECIALIST
  • OPERATIONS BILLING SPECIALIST
  • CUSTOMER SERVICE/OPERATIONS AGENT

Degrees

  • HIGH SCHOOL DIPLOMA : General Education
    Diploma : Office Administration

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