Customer Service Human Resources
Resume:
*********@*******.***
El Paso, TX *9936
C O N T A C T P R O F I L E
S K I L L S
E D U C A T I O N
W O R K E X P E R I E N C E
Coaching and mentoring
Interpersonal communications
Customer Relations
Report preparation
Service standard compliance
Bachelor of Science Management and
Human Resources
Park University - TX
June 2007
High school Diploma
Bel-Air High School - TX
May 1975
Senior Customer Service Coordinator
UPS-United Parcel Service
Resolved customer service issues using company processes and policies and provided updates to customers.
Responded to customer calls and emails to answer questions about products and services.
Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings. Engaged clients in person and over phone to answer questions and address complaints.
Researched and rapidly resolved client conflicts to maintain key accounts. Coordinated customer service responses for high-value customers with complex issues as leading representative of Airfreight team. Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Cross-trained and provided backup support for organizational leadership. April 2002 - June 2022
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses. L A N G U A G E S
English
Spanish
B E R T H A F R A U S T O
Dispatch Supervisor
Emery Worldwide
Directed dispatching, routing, and tracking of 15 fleet vehicles. Supervised team of 12 employees and provided training focused on maximizing overall performance.
Determined number of man hours required to complete assignments after reviewing scope of each project.
Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals.
Evaluated and adjusted over 12 routes based on daily needs, available workers, traffic hazards, and weather conditions.
Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
June 1994 - April 2002
*********@*******.***
El Paso, TX 79936
C O N T A C T
S K I L L S
E D U C A T I O N
W O R K E X P E R I E N C E C O N T I N U E D
Coaching and mentoring
Interpersonal communications
Customer Relations
Report preparation
Service standard compliance
Bachelor of Science Management and
Human Resources
Park University - TX
June 2007
High school Diploma
Bel-Air High School - TX
May 1975
Shipping / Receiving clerk / Import Dept
Zenith/ Zenco de Chih
Assisted in verifying and confirming all Merchandise that was received in warehouse that matched the Bill of Lading from the supplier. Entered all parts and quantities in computer.
On all outgoing shipments i confirmed parts matched the shipping documents
(Bill of Lading) and made sure the consignee and adress was correct prior to freight being loaded onto truck. Without this form, it was impossible for carrier to go across border into Mexico.
As an import clerk I had to make a list of television parts and create a manifest in spanish showng pieces, weight and origin. This manifest was then submitted to U S Customs so that the carrier could transport goods in their truck. When receiving television parts from another international supplier, I would create manifest and pre clear U S Customs at the airport. Feb 1989 - June 1994
L A N G U A G E S
English
Spanish
B E R T H A F R A U S T O
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