Customer Service Project Management

Luana V. McIntosh

Phone: 773-***-**** Email: ******.********@*****.***

PROFESSIONAL SUMMARY

International and domestic relocation specialist with over 20 years of experience supporting individuals and corporate moves. Effective communicator with strong attention to detail. Capable of managing complex moves, while resolving concerns swiftly throughout each stage. Looking for roles that utilize my skills and where I can contribute to a team.

CORE COMPETENTCIES

Customer Service

Coordination and Project Management

Communication Skills

Vendor Relationships

Conflict Resolution

Time Management

Attention to Detail

Relationship Builder

Problem Solving

Budget Conscious

Cost Analysis

Account Management

Microsoft Office, Business Solutions software, Tariff Master software, Internet Explorer, Interact (Internal Operation System)

WORK EXPERINECE

NC Texas Moving Services 2022–2024

International Move Coordinator Houston, TX

Received and followed up on inquiries from potential clients ranging from corporate, trade and private

Maintained client records including inquiries, storage details, and shipment information

Managed the move coordination process for clients and collaborated with other departments to ensure an organized and efficient relocation process for customers personal effects and household goods

Prepared import and export documentation

Maintained business relationships with corporate clients and international companies

Nan McKay 2021–2022

Customer Service/Call Center Representative (Contract) Remote

Processed rental assistance applications for the State of South Carolina

Managed information requests and serviced an average of 50 calls/day

Escalated applications when appropriate

Followed up with rental assistance recipients to provide updates

Attended weekly team meetings

Time of Celebration Christian Academy 2021-2021

Day Care Assistant (Contract) Houston, TX

Assist the academy Director with student and teacher registration

Monitor classroom activities and maintenance

Assist teachers with classroom prep

Crown Relocations 2015-2020

Move Manager Houston, TX

Provided the highest standard of service and care to customers in the management of their relocation by liaising with the customers regularly and ensuring they have an overall positive experience

Managed the preparation of the documentation required to transport household goods and personal effects via air and/or surface shipping methods

Coordinated the workstreams required from first initiation of services, aligning service activities from origination to destination locations and closing the files with the client following delivery of goods

Worked closely with all internal stakeholders (Crown network offices, Corporate Service departments, etc.) and ensure all revenue is captured and invoiced

Gathered feedback from our customers regarding their relocation experience and shared that feedback with leadership to improve service delivery

Graebel Van Lines 2014-2015

Customer Service Coordinator Houston, TX

Performed booking coordination for household goods contract and common carriage customers for interstate, intrastate and local moves

Advocated for customers and as an advisor to the relocating family

Provided timely, accurate and thorough relocation status updates to the computer system to inform all expectations, issues and events regarding each move

Managed and provided direction regarding individual shipments to the Customer Service Assistant

Coordinated complex and sensitive national accounts and assisted the Sales Department with account management

EDUCATION

Moving Coordinator Training Course, 2002

GED, Emile G Hirsch High School

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