Customer Service Representative

Dave Ramroop

Brampton, Ontario

Cell: 647-***-**** Email: ***********@*****.***

Extensive knowledge of transportation industry, i.e. regulations, standards, terminology and documentation.

Collaborative team player and leader who fosters an environment of responsibility and accountability in achieving high levels of quality work to ensure positive outcomes.

Superior planning, organization and prioritization skills with the ability to multi-task in demanding and fast-paced environments.

Experienced in establishing rates and developing / negotiating agreements.

Focused on achieving customer service excellence to ensure smooth onboarding and retention of customers.

Working knowledge of UNIX and Microsoft Access, Excel, Word, PowerPoint and ability to learn and use new applications with ease.

Strong interpersonal and communication competencies; builds highly effective working relationships with all stakeholders.

CAREER SUMMARY

DB Schenker, Mississauga, ON 2007 – 2015

Employing over 1,600 people in Canada, DB SChenker provides globa logistical services in the areas of air and ocean freight, land transport, contract logistics, and customs brokerage and consulting services in over 130 countries through over 40 Canadian locations and 3 million square feet of warehouse space.

Distribution Team Lead (2009 – 2015)

As the Distribution Team Lead, provided leadership to a team of 5 Distribution Coordinators (internal and offsite) and managed accounts and clients proactively to ensure quality services.

Managed a team of 5 Distribution Coordinators (2 onsite and 3 offsite)

Dealt with carriers, vendors and customers (internal/external) in a timely, professional and courteous manner.

Oversaw, supervised, coached and mentored team members to ensure day-to-day operational and resource planning requirements were achieved.

Conducted annual performance reviews and participated in management, team and client related meetings.

Monitored team performance and book of accounts / contacts and related cross-training/SOP requirements.

Managed employee absenteeism, vacations, overtime/lieu-time.

Directly and actively managed processes to improve business outcomes, i.e. profit costs and processes.

Supported business units as it related financial matters (WIP, AR, file audits and month-end).

Select Achievements

Selected by management to participate in the onboarding of clients, i.e. initial meetings, determining requirements, setting up rate packages, SOPs, etc.

Proactively streamlined the billing file tracking process by eliminating the manual version and creating a system driven version that produced on demand and more timely and accurate reports.

Realized significant repair and maintenance savings by personally troubleshooting and resolving issues with RF (Radio Frequency) units rather than returning to vendor for servicing which was costly.

Distribution Coordinator (2007 – 2009)

Managed accounts in all aspects including customer service, distribution and transportation; queries, projects, track and trace, returns, etc.

Managed the inventory of customers including inbound and outbound movements through an internal system and the customers’ proprietary systems.

Resolved issues between clients and their customers while continually looking to improve efficiency.

Worked offsite with warehouses and staff to ensure processes were being followed and operations were operating efficiently.

Proactively kept clients informed of how their account was being managed and suggested efficiencies that could be implemented to improve operations.

CONTRACT POSITIONS 2005 - 2007

Dispatcher

Held a variety of temporary positions as a Dispatcher secured through a Search Firm.

LOGISTI-SOLVE INC., Etobicoke, ON 2000 – 2005

Founded in 2000, Logisti-Solve provided supply chain management and warehousing services across Canada.

Realized rapid growth and development with Logisti-Solve by demonstrating an excellent work ethic, versatility, and an eagerness to learn and grow.

Dispatch / Transportation Specialist (2003 – 2005)

Managed a team of 12 drivers

Arranged all inbound and outbound freight transactions within the organization.

Provided frontline support for all transportation inquiries from clients.

Responsible for all third party transportation billing within the organization.

Provided frontline investigation for all internal and external transportation issues.

Responsible for all trailer maintenance, service and plating.

Senior Appointment Scheduler (2002 – 2003)

Managed a team of 3 Schedulers.

Booked all inbound appointments using AS400 system as well as company created Navigator database.

Provided customer support to clients and individual vendors.

Handled disputes between clients and vendors to successfully bring issues to resolution.

Senior Customer Service Representative (2001 – 2002)

Supervised a team of 3 Customer Service Representatives.

Managed a high volume pharmaceutical company account.

Arranged transport and provided shipment tracking from order inception to final delivery across Canada.

Provided up-to-date shipment tracking.

Handled disputes between the client and vendors to successfully bring issues to resolution.

Handled claims on behalf of the client.

Customer Service Representative (2000 – 2001)

PROFESSIONAL DEVELOPMENT

Completed various soft skills development courses while working with Schenker of Canada Limited, including:

Management

Conflict Resolution

Team Building

EDUCATION

Business Administration, Centennial College, Toronto, ON, 1997

Liberal Arts and Science, Centennial College, Toronto, ON, 1996

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