Customer Service Office Manager

LAVINIA MARIE AMOS

**** *** **** **** ~ Jeffersonville, IN 47130

Cellular: 812-***-**** ~ E-mail: *********@*****.***

BUSINESS OPERATIONS & MANAGEMENT PROFESSIONAL

Business Continuity Process & Workflow Improvement

Implementing Policies & Procedures Multi-department Liaison Strong Administrative Skills

Product Representation & Demonstration Tradeshow Coordination

Results-driven business professional providing multi-tier and multi-department support and assistance within a high-paced business environment. Unique expertise in public relations, multi-department relations, and front and back office support. Strong qualifications in maintaining integrity, strength, and a strong public image.

Outstanding Communications Skills: comfortable interacting with all organizational levels

Multi-tasking: expert qualifications in prioritizing and handling simultaneous projects

Bottom-line Focused: create trust through competency and build lasting business relationships

AREAS OF EXPERTISE

• Advanced Knowledge in VLM, Air Ocean & Tariff • Business Continuity & Workflow Improvement

• Prioritizing & Coordinating Multiple Projects • Multi-Department Support & Liaison

• Program Management & Coordination • Staff Training & Development

• Advanced Customer Service Skills • Experienced in FDA & TSCA Classifications

EMPLOYMENT HISTORY

UNITED PARCEL SERVICES

SDF Brokerage FT Supervisor – Feb. 2020 – Present

Senior Brokerage Admin Lead (VLM) – April 2019 – Feb. 2020

SDF Air/Ocean Freight Trainer - May 2018- April 2019

VLM Specialist (Hewlett Packard) - July 2017 – May 2018

Air Ocean Specialist - May 2016 – July 2017

Tariff Classification Specialist - Feb. 2014 – May 2016

International Shipment Resolution Group (ISRG) – June 2006 – 2014

Progressively demanding decision-making positions involving maintaining operational productivity, developing team goals, and managing day-to-day operations and workload of hourly staff.

Review, prioritize and delegate work to meet customer’s deadlines.

Responsible for training, scheduling, and overall performance evaluation of the staff.

As a Senior Brokerage Admin Lead researched shipment and entry, and internal/external customer issues and provided a timely resolution to problems.

Met with day/night operation to review operational needs.

Ran various reports and queries for multiple VLM departments and Sharepoint sites.

Responded to internal inquiries concerning system issues with accounts/shipments in BOSS.

Prepared and conducted training programs for the Air-Ocean group and performed audits as required.

Planned, designed, evaluated, and prepared materials and directions based on anticipated training needs.

Held instructional classes for departments and individuals.

Monitored EPD and developed training based on trends.

Promoted to handle air shipments for HP—verified pieces, value, import record information, and ensured shipments meet FDA and TSCA.

Handled shipments from start to finish—Freight Tab in BOSS, HTS, Imaging, PERF, remote E2K management, MAWB, delay codes, and payment terms.

Demonstrated advanced knowledge in ETT, BOSS, E2K, IDIS, and Excel programs.

Coordinated and resolved international export shipment problems to various countries around the world in a time-critical setting.

Demonstrated excellent job knowledge in international shipping and customs guidelines and regulations resulting in timely delivery of goods and increased customer satisfaction.

Reviewed and processed international inquiries from various countries in collaboration with US customs.

Strong knowledge of UPS International services including but not limited to mainframe, INTLDI, and email systems.

LAVINIA MARIE AMOS

3130 Red Barn Road ~ Jeffersonville, IN 47130

Cellular: 812-***-**** ~ E-mail: *********@*****.***

SUMMITT TRANSPORTATION - Safety Coordinator – 2004 – 2006

Challenged to lead and coordinate a fleet with over 450 drivers.

Aided in auditing driver logs for DOT compliance.

Organized driver logs by ID’s and scanned logs into Rapid Log System.

Provided information and training to new drivers—on how to prepare logs.

Coordinated random drug screening and advised drivers on physical exams.

Responsible for purging logs and DOT inspection sheets.

Maintained an Excel spreadsheet on DOT inspection data.

ALPIS TRUCKING, LLC - Human Resources Assistant / Office Manager – 1998 – 2003

Processed paperwork for applicants and new and existing employees.

Maintained accurate records on insurance coverage and pension plans.

Responsible for preparing payroll, tracked log hours, vacation days, and sick time.

Collaborated with office managers to forecast, plan, and implement short and long-range strategies.

AFFILIATIONS

WLD - Women Leadership & Development

AABRG - African American Business Resource Group (Secretary)

EDUCATION

Henry Ford High School, 1986 - Detroit, MI

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