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

adnp2y@r.postjobfree.com

649-***-****

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.

•

Maintained strong call control and quickly worked through scripts to address problems.

•

• Managed high-volume of inbound and outbound customer calls. Responded to customer requests for unavailable products and suggested other suitable options.

•

Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.

•

Asked probing questions to determine service needs and accurately input information into electronic systems.

•

• Returned all routine and general customer calls in good time. Reviewed files, records and other obtained documents to respond to customer requests.

•

Used electronic documentation, reference tools and automated training to drive customer service ratings.

•

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

•

• 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.

•

• Information Updates

• File Management

• Customer Service

Customer Complaint

Resolution

•

• Inbound Customer Service

• Billing Inquiries

Credit card payment

processing

•

• Adaptive team player

Inbound and Outbound

Calling

•

• Freight operations

• Promotional support

• Microsoft Office expertise

• Customer relations

Shipping and receiving

understanding

•

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.

•

• 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.

•

Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.

•

Communicated with vendors to place and receive orders, request services and deliver instructions from office management.

•

• 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.

•

• Gathered, sorted, distributed and sent mail and packages. Completed order transactions and generated travel documentation and detailed itineraries.

•

• 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.

•

Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

•

Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.

•

Researched and interpreted rulings, compliance publications, guidelines and customs regulations.

•

• 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.

•

Oversaw brokerage department adherence with domestic and international laws and organizational procedures.

•

• Calculated exchange rates to monitor proper conversion of items. Tracked shipments and communicated with carriers to confirm arrival time and release.

•

Calculated duty and tariff payments owed on each shipment based on standard tables and legal requirements.

•

• Monitored shipments and obtained clearance from customs and other agencies. Prepared and processed import and export documentation according to customs regulations, laws and procedures.

•

• Cleared goods through customs and verified delivery to client destinations.

• Scheduled and booked transportations for 30 shipments per week.

Contact this candidate