Customs Broker Outbound Customer
Resume:
SUMMARY
Diplomatic Customer Service Agent versed in applying strong communication,
problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
EXPERIENCE
FedEx Express - Customer Service Agent
Providenciales, TC • 11/2012 - Current
CONTACT
***************@*****.***
PROVIDENCIALES, TC TKCA 1ZZ
SKILLS
EDUCATION AND TRAININ
G
Iris Stubbs Primay School
Providenciales, TC • 06/1990
High School Diploma
Marjorie Basden High School
Providenciales, TC • 06/1996
Letisha Parker
Documented conversations with customers to track requests, problems and solutions.
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Maintained strong call control and quickly worked through scripts to address problems.
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• Managed high-volume of inbound and outbound customer calls. Responded to customer requests for unavailable products and suggested other suitable options.
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Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
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Asked probing questions to determine service needs and accurately input information into electronic systems.
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• Returned all routine and general customer calls in good time. Reviewed files, records and other obtained documents to respond to customer requests.
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Used electronic documentation, reference tools and automated training to drive customer service ratings.
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Informed customers about billing procedures, processed payments and provided payment option setup assistance.
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• Set up and activated customer accounts.
• Assessed customer needs and upsold products and services to maximize sales. Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
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• Information Updates
• File Management
• Customer Service
Customer Complaint
Resolution
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• Inbound Customer Service
• Billing Inquiries
Credit card payment
processing
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• Adaptive team player
Inbound and Outbound
Calling
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• Freight operations
• Promotional support
• Microsoft Office expertise
• Customer relations
Shipping and receiving
understanding
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Direct Transportation - Receptionist
Providenciales, TC • 09/2006 - 12/2011
TCA Handling - Airline Ticket Agent
Providenciales, TC • 09/2004 - 03/2006
Sarawak Shipping Lines - Customer Services/Customs Broker Providenciales, TC • 10/1997 - 12/2004
Processed and completed invoicing processes for timely and accurate billing of imports.
Delivered service and support to each customer, paving way for future business opportunities.
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• Answered and directed incoming calls using multi-line telephone system.
• Directed and oversaw office personnel activities. Maintained daily calendars, set appointments with clients and planned daily office events.
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Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
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Communicated with vendors to place and receive orders, request services and deliver instructions from office management.
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• Scheduled and confirmed appointments.
• Sorted incoming mail and directed to correct personnel each day.
• Processed payments and updated accounts to reflect balance changes. Greeted customers, answered general questions and directed to appropriate locations.
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• Gathered, sorted, distributed and sent mail and packages. Completed order transactions and generated travel documentation and detailed itineraries.
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• Assisted customers with ticket purchases, trip planning, pricing and scheduling. Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
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Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
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Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
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Researched and interpreted rulings, compliance publications, guidelines and customs regulations.
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• Assisted up to 30 customers per day with customs questions and processes. Identified shipments requiring special handling based on value, size, documentation and country of origin.
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Oversaw brokerage department adherence with domestic and international laws and organizational procedures.
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• Calculated exchange rates to monitor proper conversion of items. Tracked shipments and communicated with carriers to confirm arrival time and release.
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Calculated duty and tariff payments owed on each shipment based on standard tables and legal requirements.
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• Monitored shipments and obtained clearance from customs and other agencies. Prepared and processed import and export documentation according to customs regulations, laws and procedures.
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• Cleared goods through customs and verified delivery to client destinations.
• Scheduled and booked transportations for 30 shipments per week.
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