Customer Service Management

Elena Maino

**** ******* ****** #** * Ridgewood NY11385 * 516-***-****

Operations, Logistics and Customer Service Management Professional

OVERVIEW

Dynamic, highly accomplished, results-oriented Supervisor and Client Logistics Support Services Professional with demonstrated record of success in the Transportation Industry. Significant strengths in Logistics and Transportation Management including broad knowledge of international import and export regulations, methods and procedures. Experience with time-sensitive specialty shipments, and finished products/goods transport. Flexible, responsive, and customer focused. Other areas of strength encompass:

Next Flight Out (NFO) International Freight Forwarding Reverse Logistics

Logistics for International Trade Customer Relationship Management (CRM) Account Management Services Quality Assurance/ISO Standards Call Center Management Human Resource Reception

Experience includes work with overseeing the preparation Effectively coordinate products, and address any logistical issues, or equipment failures. Background includes reviews of business requirement documents procurement and inventory management of materials, compliance with CAPA programs.

PROFILE

Superior client management skills. Extensive customer contact and provides exemplary levels of total quality customer service through effective account management. A strong work ethic and commitment to excellence.

Excellent written and verbal communication skills resulting in positive client relations. Successfully builds productive relationships with management, senior-executives and key decision-makers, from diverse multicultural backgrounds. Bilingual: English and Spanish.

Creative, critical and resourceful thinker. A strong team player with proven ability to meet/exceed internal and client expectations/deadlines. Resourceful troubleshooter capable of developing and initiating solutions to complex problems.

PROFESSIONAL EXPERIENCE

Ocasa Logistics – Long Island City, NY 1990-Dec. 2014

Operations and Logistics Management Specialist

Responsible for ensuring accurate and timely movement of high priority shipments to specific worldwide destinations. Provide a high level of sales support and client service. Processed and organized all documentation needed to initiate and complete movement of materials and responded to customer overseas queries without delay. Highly regarded among management and co-workers.

Logistics

Handled time sensitive shipments which required extreme care.

Utilized extensive knowledge of international shipping customs, and airline regulations including the proper handling of shipments that required review of documentation.

Facilitated transport including selecting the Agent to pickup customer shipments.

Verified Agent credentials and ensured they could properly accommodate the needs of the shipment.

Utilized outstanding troubleshooting and problem solving skills to overcome obstacles when they arose. Formulated the best alternate plan for getting the shipment to its final destination on time. Re-routed when necessary.

Order Processing

Processed multiple orders daily. Consistently found the fastest and most cost-effective routing for customer.

Developed, implemented and documented best practices and maintained/improved quality of service delivery.

Reviewed orders entered by staff and supervised the workflow. Approved chosen routing and ensured all paperwork and conditions were noted to the satisfaction of the customer.

Account Management Services

Provided logistical and service information to extremely demanding customers in high pressure, time sensitive situations.

Accountable for meeting goals through a client-team approach that directly impacted overall growth of the organization and its revenue. Ensured that timely, detailed and accurate information was provided to the customer in a professional manner.

Delivered best-in-class service while ensuring the complete and total integrity of the shipment.

Emphasis on exemplary client relationship management to insure superior total quality satisfaction.

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