Customer Service Management
Resume:
Margaret Morris
Riverdale, GA *****
*******@*****.***
WORK EXPERIENCE
Transportation Analyst
DHL Supply Chain USA - Palmetto, GA - 2017-03 - Present
• Ensure timely and precise allocation of orders, ensuring that accurate customs documentation is available in a timely manner.
•Supporting the Control Tower Manager and Freight Shipment Planners in executing integrated transport solutions.
•Provide regular KPI and Statistical Reports as required by DHL and ADC Management Teams. Logistics Analyst
DHL Global Forwarding US - 2012-01 - 2016-12
military veteran with over 12 years supervisory office administration and personnel management experience.
Work Experience
Lead Logistics Provider for DHL Global Forwarding 01/2012 - 12/2016
* Provide exception management, problem resolution, and identify waste in customers current supply chain process.
* Recommend improvements and cost savings solutions to support and enhance clients process.
* Review shipment status to insure timely delivery of shipments.
* Assist with the training of new associates and the preparation of account work instructions. Specialist
DHL - 2011-11 - 2012-01
Worked with the Director of Operations, Military & Defense Contractors on DynCorp special account. Worked with the processing, moving and procedures in order to move highly expedited freight to the soldiers in the Middle East.
* Coordinate the DynCorp shipments from the U.S. for movement to destination. Audited files to be sure operations were complying with AES entries. Track and Trace lost freight and correct issues with lost freight. Worked with warehouse to establish a process for processing and moving the DynCorp freight.
* Prepare Data and spreadsheets for the Payables.
* Assist with clearing aged reports also assisted in the training of associates during two mergers.
Administrator/Office
Ability - 2004-12 - 2008-05
to resolve problems such as, complaints; report submission and presentation. Reviewed report and required documents for completeness in an effective manor.
* Ensures compliance with federal regulations and procedures to assure all requirements are met.
* Ensuring the efficient and timely processing of all incoming and outgoing mail for Region III
& IV Regional Office for the Department of Family and Children Services (DFCS).
* Oversee high quantity of labor that requires the ability to meet deadlines as well as prioritize assignments.
Manager
- 2000-10 - 2004-12
* Create and maintain records and reports for discrepancies and forecasting purposes.
* Develop, evaluate, and advise on methods/ policies for information management systems.
* Independently handle complex issues and make recommendations for problem resolutions.
* Complete a variety of administrative tasks, analytical support and periodic audits.
* Facilitate customer planning, documentation, tracking of accounts, assessments, and communication. Specialist
Evacuation - 2003-02 - 2003-08
Administrative Specialist
* Participate in administrative studies to enhance operations and recommend procedural changes.
* Provide extensive management support in work assignments and training personnel.
* Maintain confidential documents and records for performance, training, and payroll.
* Manage cross-functional teams to enhance effectiveness of day-to-day functions.
* Identify risk analysis and provide efficient alternative solutions. Assistant
Monitor - 2000-07 - 2000-10
and ensure compliance from state and federal regulatory office.
* Evaluate and resolve reporting discrepancies and documentation of customer disputes.
* Review and verify information as well as compile and record personal data about vendors, and contractors.
* Independently create and manage workflow for the daily operation of the organization.
* Provide day-to-day client management, and project management to drive effective project delivery.
Intern
- 2000-01 - 2000-07
* Perform record keeping and update manuals with new procedures and directives.
* Prepare reports for managers and perform a variety of other clerical duties, including answering telephone calls or letters, signing for packages, ordering office supplies, and issuing application forms.
* Identify potential technical and programmatic risks and make effective use of the risk management tool.
Clerk
Ocean - 1998-10 - 2000-01
* Maintained an accurate filing system of all documentations on outbound shipments, and archived records annually according to established protocol.
* Assisted agents in completing the administrative requirements of ocean shipments.
* Established and maintained an effective working relationship daily with international and domestic customers over the phone to meet both internal and external customer service company goals.
* Researched, tracked and documented shipment activity for transfer of shipments from international ports to domestic ports.
* Assisted agents with billing and documenting customer payments. Specialist
- 1990-12 - 1996-01
* Supervise and train associates in; policies and directives; and administrative functions to include correspondence, itinerary planning, report writing, and file management.
* Analyze daily workflow to plan and manage activity associated with operational improvements.
* Provide day-to-day client management, and project management to drive effective project delivery.
* The ability to fairly delegate and prioritize minor to complex duties and responsibilities; strong time management skills and very efficient at being detailed oriented; and ensuring that personnel are team oriented and willing to commit to complete all assignments in a timely manner.
• Able to evaluate and understand pertinent information for relative value
• Apply techniques to evaluate and determine the standard policy or procedure
• Update data and follow-up on any and all actions or request
• Expert level in creating and maintaining sensitive documents
• Ability to prioritize and use time management skills effectively
• Experience in Microsoft Office applications (Word, Excel, PowerPoint, etc.).
• Able to multi task and verify all data submitted is correct
*Employment gaps in work history were due to taking time off to complete educational degree requirements
EDUCATION
MBA in HR and Business
Saint Leo University
2008-06 - 2010-12
ADDITIONAL INFORMATION
Distinguished military veteran with over 12 years supervisory office administration and personnel management experience.
Work Experience
Lead Logistics Provider for DHL Global Forwarding 01/2012 - 12/2016
* Provide exception management, problem resolution, and identify waste in customers current supply chain process.
* Recommend improvements and cost savings solutions to support and enhance clients process.
* Review shipment status to insure timely delivery of shipments.
* Assist with the training of new associates and the preparation of account work instructions. Government and Military Specialist for DHL Global Forwarding 11/2011 - 01/2012
* Worked with the Director of Operations, Military & Defense Contractors on DynCorp special account. Worked with the processing, moving and procedures in order to move highly expedited freight to the soldiers in the Middle East.
* Coordinate the DynCorp shipments from the U.S. for movement to destination. Audited files to be sure operations were complying with AES entries. Track and Trace lost freight and correct issues with lost freight. Worked with warehouse to establish a process for processing and moving the DynCorp freight.
* Prepare Data and spreadsheets for the Payables.
* Assist with clearing aged reports also assisted in the training of associates during two mergers.
Administrator/Office Manager for Department of Human Resources 12/2004 - 05/2008
* Ability to resolve problems such as, complaints; report submission and presentation. Reviewed report and required documents for completeness in an effective manor.
* Ensures compliance with federal regulations and procedures to assure all requirements are met.
* Ensuring the efficient and timely processing of all incoming and outgoing mail for Region III
& IV Regional Office for the Department of Family and Children Services (DFCS).
* Oversee high quantity of labor that requires the ability to meet deadlines as well as prioritize assignments.
Administrative Manager for Department of Administrative Services 10/2000- 12/2004
* Create and maintain records and reports for discrepancies and forecasting purposes.
* Develop, evaluate, and advise on methods/ policies for information management systems.
* Independently handle complex issues and make recommendations for problem resolutions.
* Complete a variety of administrative tasks, analytical support and periodic audits.
* Facilitate customer planning, documentation, tracking of accounts, assessments, and communication.
Medical Evacuation Specialist for United States Navy 02/2003 - 08/2003 Administrative Specialist
* Participate in administrative studies to enhance operations and recommend procedural changes.
* Provide extensive management support in work assignments and training personnel.
* Maintain confidential documents and records for performance, training, and payroll.
* Manage cross-functional teams to enhance effectiveness of day-to-day functions.
* Identify risk analysis and provide efficient alternative solutions. Office Assistant for Georgia Office of the Governor 07/2000- 10/2000
* Monitor and ensure compliance from state and federal regulatory office.
* Evaluate and resolve reporting discrepancies and documentation of customer disputes.
* Review and verify information as well as compile and record personal data about vendors, and contractors.
* Independently create and manage workflow for the daily operation of the organization.
* Provide day-to-day client management, and project management to drive effective project delivery.
Intern 01/2000- 07/2000
* Perform record keeping and update manuals with new procedures and directives.
* Prepare reports for managers and perform a variety of other clerical duties, including answering telephone calls or letters, signing for packages, ordering office supplies, and issuing application forms.
* Identify potential technical and programmatic risks and make effective use of the risk management tool.
Ocean Exports and Imports Clerk for Panalpina Inc . 10/1998- 01/2000
* Maintained an accurate filing system of all documentations on outbound shipments, and archived records annually according to established protocol.
* Assisted agents in completing the administrative requirements of ocean shipments.
* Established and maintained an effective working relationship daily with international and domestic customers over the phone to meet both internal and external customer service company goals.
* Researched, tracked and documented shipment activity for transfer of shipments from international ports to domestic ports.
* Assisted agents with billing and documenting customer payments. Administrative Specialist for the U.S. Navy 12/1990- 01/1996
* Supervise and train associates in; policies and directives; and administrative functions to include correspondence, itinerary planning, report writing, and file management.
* Analyze daily workflow to plan and manage activity associated with operational improvements.
* Provide day-to-day client management, and project management to drive effective project delivery.
* The ability to fairly delegate and prioritize minor to complex duties and responsibilities; strong time management skills and very efficient at being detailed oriented; and ensuring that personnel are team oriented and willing to commit to complete all assignments in a timely manner.
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