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Client Experience Specialist with 5+ years in logistics and customer support
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Competencies
Oversaw freight movement, negotiated logistics solutions, and managed documentation to ensure compliance and efficiency.
Handled inbound customer inquiries, resolved issues efficiently, and supported sales activities through various communication channels.
Developed digital content using Adobe Creative Suite and collaborated with marketing teams to produce multimedia materials.
Maintained strong relationships with carriers and clients, facilitated effective communication, and ensured customer satisfaction.
Supervised operations to align with FMCSA and DOT regulations, including hours of service and documentation standards.
Education
Languages
Summary
Dedicated professional experienced in freight logistics, customer support, and digital content creation. Skilled in building relationships, managing complex operations, and delivering technical solutions to improve client satisfaction.
Key Achievements
- Managed end-to-end freight logistics, including documentation, tracking, and regulatory compliance.
- Built and maintained carrier relationships to secure competitive rates and ensure operational efficiency.
- Created digital content and provided technical support, enhancing customer engagement and satisfaction.
Experience
Client Experience Specialist
Coordinating the movement of freight through strategic planning, negotiation, and execution of logistics solutions., Building and maintaining good relationships with carriers to secure competitive rates., Managing carrier packets ensuring all documentation like MC, W9 and insurance certificates are up to date., Tracking the complete cycle of a load, from appointment setting and dispatch to delivery confirmation., Calculating rates by combining line haul and fuel surcharge factors., Managing additional charges like detention, layovers, and lumper fees, ensuring transparency in final invoices., Supervising operations alignment with FMCSA and DOT regulations, including hours of service rules., Addressing scenarios like TONU (Truck Ordered Not Used) and facilitating payment processes via Comcheck, EFS, and other industry-standard methods., Tracking via GPS, phone-based updates, and email communications to ensure real-time visibility of freight., Communicating with drivers, dispatchers, and shippers to provide updates and manage questions or provide support.
Logistics Coordinator - FTL (Full Truckload)
Chat Tech Support / Graphic and Web Designer
Facilitated customer connection via chat and email, carefully verifying product quality using client-submitted images to guarantee adherence to standards and satisfaction., Collaborated with the delivery team to develop and implement optimal resolutions, resulting in improved client satisfaction via email or chat and working with consumers via video calls or pictures to provide technical support for power furniture., Created digital books, internet layouts, and multimedia content for educational purposes., Created visual content and videos using Adobe Creative Suite (Photoshop, Illustrator, Premiere) and collaborated with the marketing department.
Customer Service Representative
Handled high-volume inbound calls, efficiently resolving customer concerns, answering inquiries, and allowing sales over the phone., Recognized for excellent problem-solving skills and consistently achieving customer service and sales expectations., Demonstrated knowledge of CRM software and phone systems, as well as good communication, interpersonal, and sales abilities.