Customer Service Representative
Resume:
*** *********** *****., *******, **
*************@*****.***
www.linkedin.com/in/sakira-lauren-ensley-b4564098
Professional Summary
Skilled in Microsoft Office programs, including Access, Excel, PowerPoint, & Project
Detail oriented and highly organized
Ability to comfortably switch gears and adapt
Strong problem solver and critical thinker
Leadership initiative as well as a team player
Experienced in navigating multiple computer systems while interacting with clients or team
Ability to effectively communicate and connect with a variety of internal and external customers.
Experience
APRIL 2018 – PRESENT
Inland Rail Coordinator / Hapag Lloyd
Atlanta, GA
●Prepares Customs Manifests and Freight Manifests where applicable
●Monitors cargo release, issues delivery orders, and supports customers with proper information and processes via email and phone
●Manages rail ramps in Southwest area with thorough reporting and tracing of equipment
●Monitors the progress of payments made and documents submitted required for shipping products.
●Prepares invoices for any additional charges that may have been incurred on a shipment
●Provides full customer service on all inbound questions including arrival information, charges due, delivery location of cargo, and information on Bill of lading and manifest to consignee
AUGUST 2017 – MARCH 2018
Logistics Analyst (Escalation Team) / Mitsui O.S.K Lines
Atlanta, GA
●Served as the escalation point for unresolved issues for Import and Export shipments
●Investigated and addressed complaints and critical incidents (up to 10 cases on avg daily)
●Booked and revised shipments for smooth transit
●Developed proactive relationship with our clients and maintained special accounts
●Documented service challenges via a ticketing process and follows the incident through closure
●Updated manifest on bill of ladings to ensure legal regulations are being met at destination
●Communicated with customer beyond traditional service; create close business relationship with customers through voice and email communication
DECEMBER 2016 – AUGUST 2017
Import Logistics Coordinator / Mitsui O.S.K Lines
Atlanta, GA
●Monitored containers on marine and rail terminal
●Managed high volume up to 70 phone calls daily and 50+ emails
●Utilized all MOL service contracts, tariffs, and regulatory documents
●Processed all manifest corrections, cargo releases, and demurrage invoicing
●Acted as the liaison between customer, carrier services, rail team, and customs exam sites
●Properly handled specialized shipments including west coast, east coast, and Canadian cross border shipments, and Free Trade Zones
●Navigated through multiple operation websites to ensure accuracy of information
AUGUST 2015 – DECEMBER 2016
Rental Management Trainee/ Ryder Systems
Atlanta, GA
●Handled sales calls and exceeded goal of 200 calls monthly
●Responsible for generating rental, lease and used vehicle sales leads
●Collected from customers with outstanding balances
●Performed vehicle damage inspections and obtained insurance estimates
●Maintained current accurate data and reporting within the company's marketing database
●Processed accident and insurance packages based on Ryder’s policy
●Generated daily operational reports to ensure customer accounts are non-delinquent
●Reconciled all customer concerns, issues, disputes in order to maintain the ongoing relationship
APRIL 2015 – JUNE 2015
Database Administrator/ Robert Half (Contract Position)
Atlanta, GA
●Collected, organized, and assisted with planning of transitioning data to newer platform
●Performed Quality Assurance software testing
●Optimized documents to comply with regulatory policies and standards
●Assisted with military credentialing screening
SEPTEMBER 2014 – MARCH 2015
Servicing Support/ Ultimate Staffing (Contract Position)
Atlanta, GA
●Collected, organized, and assisted with planning of transitioning data to newer platform
●Performed Quality Assurance software testing
●Optimized documents to comply with regulatory policies and standards
●Assisted with military credentialing screening
JUNE 2010 – SEPTEMBER 2014
Customer Service Representative/ Shaw Industries
Cartersville, GA
●Efficiently directed in excess of 100 calls per day to appropriate departments
●Routinely addressed customers’ questions and concerns regarding their orders and accounts
●Processed requested in accordance with service level agreements in Excel
APRIL 2008 – FEBURARY 2009
Floating Bank Teller/ BB&T (Seasonal Position)
Dalton, GA
●Worked across multiple bank locations to accommodate fluctuating business needs
●Accurately processed a variety of monetary transactions, including withdrawals and deposits, totaling an average of $15,000 per day
●Answered and efficiently directed calls through a multi-line phone system
Education
MAY 2014
Bachelor of Science / Kennesaw State University
President’s Academic List 2014
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