Customer Service Los Angeles

ROGHAYE JOKARPAYBORJI

Van Nuys, USA ***** 213-***-**** *.*******@*****.***

PROFESSIONAL SUMMARY

Experienced professional with a strong background in customer interactions and service solutions. Demonstrates exceptional skills in conflict resolution, communication, and problem-solving, resulting in high levels of customer satisfaction and loyalty. Adept at collaborating with teams and adapting to changing needs, consistently achieving results through efficient and empathetic service. Recognized for reliability and a proactive approach in meeting customer and organizational goals. SKILLS

WORK HISTORY

Claims manager/gateway, 01/2022 - 11/2023

Able Freight Service LLC – Los Angeles, CA

• Exercise proper judgment and decision-making to analyze the claims exposure to determine the proper course of action and to appropriately settle claims

• Interact with insureds, claimants, agents, attorneys, physicians, vendors, and other parties involved in the claims process

• Investigate, evaluate, and resolve first- and third-party claims, in addition to bodily injury and litigated claims

• Complete assignments timely and multitask

• Document and communicate all claim activity that supports the outcome of the claim file

• Claims analysis • Policy interpretation

• Claims investigation and research • Procedure implementation

• Team management • Customer expectations management

• Customer service • Call center experience

• Problem-solving • Client relationship management

• Customer support • Multitasking and organization

• Work with Able origin stations on receiving bookings for various destinations

• Ensuring capacity requirements are met for bookings

• Communicate with airlines on equipment requirements

• Ensure US Customs documents are completed correctly

• Ensure special handling requirements are met and communicated to the necessary parties involved

• Develop a strong network and communication with essential outside parties

• Documented and communicated timely claims information while supporting accurate outcomes.

• Send pre advice communication to necessary parties

• Coordinate and plan flight builds

• Make necessary adjustments when actual flight build is different than the planned flight build

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. Import Supervisor, 01/2018 - 01/2021

Menzies Aviation – Los Angeles, California

• Update clients on cargo and mail statuses by closely monitoring receipts and tracking processes

• Direct and lead team with import and export developments

• Responsible for auditing team performance and compliance with operation standards

• Working with clientele to understand needs and provide great customer service while increasing customer satisfaction through resolving pick up/drop off issues

• Initiating team development pertaining to communication and information for weekly meetings

• Responsible for minimizing resource and time losses by addressing employee or production issue directly and implementing timely solutions

• In charge of auditing team performance and compliance within operational standards

• In charge of training new agents on company procedures, safety requirements, and delivering constructive criticism upon completion of job tasks

• Responded to customs, customer and internal requests and notices about classification, duty rates and documentation requirements to support import regulations.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Assistant Manager, 01/2016 - 01/2018

Apollo – Inglewood, California

• Company Overview: Inglewood, California

• Trained team members in successful strategies to meet operational and sales targets

• Managed procedural updates and recommended changes to enhance efficiency of daily medical deliveries

• Monitored employee performance and developed improvement plans

• Submitted reports to senior management pertaining to delivery schedules, and couriers

• Created spreadsheet for all employee trainings, license renewals, and kept track of customer retention rates

• Built and sustained relationships with dispatchers and customer service representatives while being cross trained for both positions

• Inglewood, California

Account Representative, 01/2015 - 01/2016

T Mobile – Sherman Oaks

• Company Overview: Sherman Oaks

• Reached out to customers after completion of sales to evaluate satisfaction and determine immediate service requirements

• Coordinated trade shows and created marketing collateral to expand clientele base

• Scheduled appointments with potential and current customers to promote new products and services

• Adapted specific sales techniques to promote products based on individualized client needs

• Promoted to team lead at conventions to promote products and company branding

• Understood each target customer's business model, and identified unique technology needs

• Sherman Oaks

• Worked to build relationships with customers and built potential for additional sales.

• Developed relationships with clients for increased loyalty and repeat business.

• Boosted sales by consistently engaging with customers and addressing their needs effectively. EDUCATION

Master of Science: Financial Management, 02/2016

Najafabad Azad Univercity - Isfahan, Iran

• Thesis: The impact of intellectual capital in bossiness performance Bachelor of Science: Management, 02/2013

Sheikhbahai - Isfahan, Iran

High School Diploma: 02/2004

Shahed - Shiraz, Iran

LANGUAGES

Persian

Native or Bilingual

English

Full Professional

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