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Michael
Logistics and Customer Service Professional with 10+ years of diverse experience
Contacto
Competencias
Managed load tracking, customer communication, and issue resolution to ensure smooth transportation operations.
Handled inbound and outbound calls, escalations, and provided detailed information on services, payments, and issue resolution.
Trained new agents, led team performance improvements, and conducted one-on-one coaching sessions.
Developed process standardization, created action plans, and managed performance metrics to enhance efficiency.
Utilized logistics planning tools, scheduling, and customs knowledge to support operations.
Educacion
Idiomas
Resumen
Dedicated professional with over a decade of experience in logistics coordination, customer support, and team management. Skilled in process improvement, training, and operational oversight, committed to enhancing service quality and efficiency.
Logros Clave
- Coordinated load tracking and customer communication at LSG, ensuring adherence to delivery schedules and resolving issues promptly.
- Designed and delivered training programs for new agents at Teleperformance, improving onboarding efficiency.
- Led a team of agents as Supervisor, developing action plans to enhance productivity and KPIs such as AHT, CSAT, DSAT, and QA.
Experiencia
Logistics coordinator
Track and trace of loads, Contact customers to explain the status of a load, Solving inconvenience that may appear during the pick or delivery for each load, Contact drivers or dispatchers to know the status of the load and their current location and ETA, Work with different teams to clear...
Trainer
Teach the new waves of agents the procedures and ways to manage the different types of customers and issues that could appear during a call, Create presentations where the agents could find in an easiest way the process of how to proceed with a refund and how to recognize if the customer was...
Supervisor
Creating actions plan to increase productivity, Standard procedures to expedite the different processes, Leading a group of agents to reach the different goals the company have and the different KPI ́s such as AHT, CSAT, DSAT and QA, Have one of one ́s with the agents to understand better what...
Customer service agent
Making outbound calls to the different customers about their transactions to confirm if they were not fraudulent, Escalate the situation to the department in charge if the customer do not recognize a transaction
Customer service agent
Receiving inbound calls to solve the requests the customer have about their health insurance, Explain their coverage in different aspect as medication, ambulance assistance, Offer different options to patients about their payments
Customer service agent
Receiving inbound calls and tickets to solve the different issues that appear during an order, Provide updates to each customer about their deliveries, Explain payments and reimbursements, Calling the delivery partners to get update about their status