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Customer Service & Logistics Professional with cross-industry experience
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Competencies
Expertise in guiding customers through complex procedures and enhancing their experience.
Proficient in managing airfreight, seafreight, and travel bookings with attention to detail.
Skilled in evaluating customer interactions to maintain and improve service standards.
Capable of providing detailed healthcare plan information and assisting with OTC orders.
Experienced in utilizing CRM systems and delivering constructive feedback to enhance service delivery.
Education
Languages
Summary
Dedicated professional with extensive experience in customer advisory, logistics, healthcare support, and quality assurance. Adept at streamlining processes, improving service standards, and delivering tailored solutions across diverse industries.
Key Achievements
- Streamlined customer advisory processes, enhancing service quality at Teleperformance SAS.
- Successfully managed complex airfreight and seafreight bookings, ensuring timely deliveries.
- Led quality assurance initiatives at Language Terps.com, improving customer interaction standards.
- Provided comprehensive healthcare plan information, increasing member satisfaction at Optum United Health Care.
- Efficiently handled high outbound call volumes, boosting operational efficiency.
Experience
Logistics Advisor (English)
Providing customer advisory to medium sized companies regarding import / exports procedures to / from Canada., Writing quotes according to customers’ needs., Handling high outbound of calls following up clients (700 accounts in charge) and looking for new potential ones., Keep CRM systems up to date according to KN’s policies., Reporting weekly sales and opportunities in terms of TEU, Kilograms and CBM to KN’s central division based in Toronto., Booking airfreight, seafreight and overland shipments., Receiving claims and suggestions and following up tickets promptly assuring resolution.
Travel Associate
Booking and rebooking customers with different airlines., Issuance and second issuance according to airlines’ policies., Charging and collecting fees as needed following airlines’ policies., Issuing refunds., Providing real time flight / refunds status., Educating customers about domestic restrictions and travel requirements regarding COVID 19., Taking adequate notes about every interaction according to airlines’ policies., Selling in flight ancillary services to travellers such as: Sets, Extra luggage, Pets, Oversized baggage, and special foods.
Health Care Advisor
Providing information to members about their healthcare plans’ benefits., Quoting meds according to members’ healthcare plan., Assisting members placing OTC’s orders., Giving details about what it is covered or not under their insurance plan., Scheduling medical appointments.
Quality Assurance Leader
To be responsible for the day-to-day monitoring and evaluation of customer interactions ensuring agents are adhering to quality standards set by the client, leading to deliver a high level of service., Providing feedback to agents to each interaction evaluated and giving the way on how they can improve their overall performance in the future., Writing reports and statistics upon request about agents' overall performance focusing in problematic items so future strategies could be advised in order to meet clients' requirements.