Customer Service Manager

Keisha Wallace

Dispute Resolution Manager - TRAC Intermodal

Bloomfield, NJ

accmzu@r.postjobfree.com - 862-***-****

To obtain a position that will foster growth and development of my skills and knowledge in the area of

business management, logistics and customer service. My ideal position would challenge my communication

and creative skills while contributing to the growth of the company.

WORK EXPERIENCE

Dispute Resolution Manager

TRAC Intermodal - Princeton, NJ - June 2010 to Present

Responsible for a team of 12 dispute reps that resolve invoice disputes related to per diem chassis invoices

* Provide 24hr turn around on resolution for CMA Shipping invoice disputes

* Resolve invoice disputes relating to 21 Pools

* Assign /monitor work flow for all logged disputes

* Identify and remedy root cause for invoices billed in error

* Resolve/ communicate billing issues with major Shipping Lines

* Work with internal IT Dept and SSL with terms of service contract codes

* Reporting on a weekly dashboard performance with dispute stats and trends

* Responsible for preparing agendas and holding monthly meetings to discuss dept updates and policies

* Provide monthly performance reviews for dispute resolution supervisors

* Responsible for handling time sheets and vacation request

* Facilitate training classes for new hires and existing employees being cross trained in different pools

Data Reconciliation Supervisor

TRAC Intermodal - Princeton, NJ - September 2008 to June 2010

Supervisor for all internal Neutral Pool Accounts where TRAC owns chassis

* Work with the EDI and billing of shipping lines converting to the trucker model

* Familiar with the merchant/ carrier split billing process

* Responsible for trucker billing on a weekly basis

* Monitor EDI feeds and fix errors on movement history of chassis moving nationwide

* Maintain integrity for proprietary Poolstat system by providing daily data reconciliation

* Handle pool in, pool outs and remarking of chassis

* Make data comparisons against terminal, rail and storage facilitates

* Work closely with IT Dept on missing EDI issues and establishing new EDI feeds

* Run weekly reports and perform quality control checks to produce accurate billing for the month end

* Knowledgeable of container leasing websites

* Experienced in mapping codes for billing purposes in Poolstat

* Serve as backup for Co-op Pools

* Work with IT Dept to promote billing derivations and postload updates into Poolstat

* Responsible for UAT testing

* Able to navigate through various marine and rail systems such as BN, CN, CSX, NS, UP, Global, Ironbound,

Maher Terminal, PNCT, Seagirt, Dundalk, APM Terminal, Port Of Houston, IMS, GPA, Bayport, IMS, Packer,

NYCT and BTT

* Work with IT Dept to deliver automated reports requested from external customers

* Provide TIR's to the customer service dept

* Coordinate with CSX representative on a weekly basis to capture correct usage in CSX Int'l Pool

* Provide customer service to external customers on daily basis in the area of tracking, billing, usage and

special reporting projects

* Coordinate with internal dispatch groups on off-hiring and on-hiring chassis

* Responsible for the supervision of eleven data cleansers

* Distribute daily assignments and assign areas of concentration

* Responsible for maintaining weekly meetings with the Maersk account

Equipment Logistics Coordinator

Hanjin Shipping Ltd - Paramus, NJ - August 2004 to September 2008

Monitored / Troubleshoot EDI received from Terminal & Rail Yard

* Guaranteed Norfolk Southern demurrage / flip charges and maintain backup

* Audited & Processed Norfolk Southern invoices

* Knowledgeable of Terminal Systems such as APM, Maher, H&M and NJIT

* Responsible for coordinating with container leasing companies to off hire equipment

( 'd) - Hanjin Shipping Ltd. Equipment Logistics Coordinator Paramus, NJ

* Performed data entry for vessel discharge and vessel loading

* Arranged trucking for off hire equipment

* Liaison for Overland Common Point (OCP) moves

* Monitored chassis/container inventory

* Responsible for street turns ( converting import to export)

* Knowledgeable of United Intermodal Interchange Association (UIIA) website (Scac Codes)

* Processed Trac & Flexi-Van Leasing chassis invoices for chassis usage

* Knowledgeable of co-op pool chassis procedure

* Responsible for repositioning chassis /containers to deficit areas

* Handled Intermodal Operations

* Knowledgeable of Trailer Interchange Receipt (TIR)

* Handled external and internal misuse containers

* Knowledgeable of container sizes and types such as 20ft, 40ft, 40hc, 45ft, reefers, open tops, flat racks

* Knowledgeable of subleased EQ policy and procedures

* Responsible for monitoring and controlling container/chassis in areas such as Buffalo, NY, Worcester, MA,

Ayer, MA, Baltimore, MD, Philadelphia, PA, Morrisville, PA, Harrisburg, PA, Pittsburgh, PA

* Responsible for allocating EQ for domestic purposes

* Audited Terminal invoices for gate charge, EIR, TIR, empty container storage, unbundling, flips, stacking,

inspections

* Audited trucker invoices for container/chassis repositioning, storage and dry runs

* Provided a weekly forecasting report for imports arriving by rail

* Created work orders for service vendor providers

Consumer Direct Representative

Etienne Aigner Inc - Edison, NJ - June 2002 to July 2004

Processed phone and Internet orders for catalog merchandise

* Handled inquiry's / problems associated with consumer orders via website

* Wrote descriptions and measurements for merchandise on company website

* Handled returns and exchanges

* Handled heavy phone contact

* Responsible for additions to catalog mailing list

* Entered shipping reports into company database

* Responsible for tracking inbound calls

* Responsible for tracking national sales advertisements

* Responsible for maintaining customer email lists

* Strong management skills

* Able to work well under extreme pressure and demonstrate the potential needed for me to excel in my

position.

* Computer- Knowledge of Microsoft Word, Outlook, Access, Works, Excel, PowerPoint and Windows

* Strong communication and organizational skills

* Special attention to detail

* Able to work independently with minimal instruction

* Extremely reliable and trustworthy

EDUCATION

Bachelor of Science in Business Management

Saint Peter's College - Jersey City, NJ

May 2004

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