Senior Customer Relations Agent

Roshni Sirju

Groveland, FL ***** 407-***-**** ***********@*****.***

Summary of Qualifications

Import/Export Agent with 10+ years demonstrated history of working in shipping and supply chain industry. Skilled in Logistics and Supply Chain operations, Operations Research in Logistics, Air and Sea Import/Export, Green Logistics, Business Planning. Highly motivated Customer Solutions Agent with [number] years of experience providing exceptional customer service, adept at identifying customer needs, resolving complex issues, and delivering prompt, effective solutions through multiple communication channels, consistently exceeding customer satisfaction metrics.

Core Competencies

Familiarity with international trade laws and regulations

Proficiency in logistics management and supply chain optimization

Experience in trade compliance and customs clearance procedures

Demonstrated ability to negotiate and manage contracts with suppliers and customers

Knowledge of multiple languages relevant to key markets in the industry

Supply Chain Software Strategic Planning/Execution Invoicing/Billing

International Shipments Import/Export Tracking Dangerous Goods

Operational Cost Reduction Airfreight Market Analysis Trade Compliance

Shipment/Supply Chain Management Clearance Monitoring Accounts Oversight

Document Preparation Customer Support Logistics

Inventory Management Microsoft Word Microsoft Excel

Microsoft PowerPoint Microsoft Outlook Asycuda

Quantum Sabre Ace

Conflict Resolution Problem-Solving Detail Oriented

Professional Experience

GCM & Air Maritime Customs Brokerage Company, Ltd. Couva, Trinidad 04/15 - 01/24

Senior Customer Service Representative

Managed day-to-day performance of operations teams, driving continuous improvements in shipment handling.

Developed and maintained relationships with suppliers, ensuring timely delivery and compliance with international trade regulations.

Streamlined the outbound shipment process, which increased daily shipments by 40% without compromising accuracy or performance standards.

Coordinated with international customs officials to ensure compliance with trade regulations, reducing delays by 60% and mitigating risk of fines.

Performed logistics liaison functions between transportation carriers and customer representatives.

Performed material handling and inventory functions for customer shipments.

Recommended improvements to existing/planned logistics processes.

Advanced understanding of logistics functions, billing invoices, exporting goods and hazardous materials.

Oversaw the management and strategy alignment for airfreight products.

Ensured operational excellence for airfreight shipments, achieving 98% on-time delivery performance.

Amerijet Caribbean Express International, Ltd. Piarco Int’l Airport, Trinidad 02/08 - 03/15

Senior Customer Solutions Agent

Prepared manifests and customs documents for all shipping clearances.

Successfully resolved customer complaints and escalated complex issues to appropriate departments, ensuring timely resolution and customer satisfaction.

Provided Caricom Area Invoice and Shippers Letter of Instruction for damaged inventory.

Generated daily invoices, monitored and balanced Petty Cash System.

Maintained detailed customer records on ASYCUDA system, ensuring accurate data and tracking customer shipments.

Tracked ocean and air carriers and kept clients/agents informed of shipment status.

Education/Certifications

SITAL, Trinidad & Tobago - Associates in Travel & Tourism

Safety Management Int’l Company, Ltd. - OSHA Int’l Safety & Loss Prevention Consultants

Airport Authority of Trinidad & Tobago - Certificate in Dangerous Goods; ICAO - Aviation Security Training

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