Customer Service Representative
Resume:
832-***-**** *********@*****.***
ASHLEY BOGANY
OBJECTIVE
Seeking a position in an administrative or customer service capacity. I am a high energy team player specializing in communication and customer satisfaction. I am an organized and motivated individual who can apply time management and organizational skills in various environments
PROFESSIONAL SUMMARY
● 15+ years of Administrative and Customer Service leadership.
● Profound know-how in a Customer Service, Document Processing capacity.
● Proficient in MS Office, Word, Excel and Teams
● Effective communication skills.
● Exceptional interviewing/behavioral assessment techniques.
● Ability to work in a diverse and multicultural work group.
● High degree of flexibility and assertiveness.
PROFESSIONAL EXPERIENCE
06/2023 - 10/2024 TEXAS HEALTH AND HUMAN SERVICES - Austin, TX Texas Works Advisor I
● Interview clients or authorized representatives via phone
● Process changes to clients status, overpayments and adjust or restore benefits
● Obtain, verify and calculate income and resources to determine clients financial eligibility
● Document case records using automated systems to form a record for each client
● Communicate effectively with others (internally and externally) to provide, exchange, or verify information, answer inquiries, address issues or resolve problems or complaints
02/2022 - Current COSCO Shipping Lines - Houston, TX VIP Customer Service Representative
● Coordinate and supervise Import shipments daily.
● Coordinate with multiple steamship lines when tracking containers.
● Maintain daily KPI’s.
● Assist with many inbound calls daily.
● Assist customers with locating containers
● Provide estimated time of departure or estimated time of arrival.
● Provide customers with proper information about their shipment(s).
● Email documentation through internal portal (I.E. arrival notices, invoices etc)
● Provide customs release status
● Strive to further increase customer satisfaction and business 02/2017 - 06-2020 Claire Brothers Funeral home - Houston, TX Pre-need Agent/Community Liaison
● Provide families with comfort in pre-planning funeral arrangements.
● Coordinated with a third party insurance company who administered all pre-need policies.
● Prepared files prior to filing.
● Assisted with payroll, filing, data entry as well as meeting with families to help arrange their pre-needs or loved ones funeral.
● Assisted staff during funerals and coordinated the burial process. 02/2016 – 09/2016 Valls International - Houston, TX Import Agent
● Prepared goods for shipment, using the best, most economical packaging.
● Coordinated and supervised Import/Bulk shipments daily.
● Maintained the file and tracked the shipment from beginning to destination.
● Kept files in date order to ensure entry was filed (5) days prior to arrival.
● Communicated with customers on a daily basis via phone and email.
● Categorized shipments according to a tariff coding system.
● Ensured billing was completed in a timely manner. 02/2015 – 01/2016 Agility Projects Logistics - Houston, TX Import Account Executive
● Prepared goods for shipment, using the best, most economical packaging.
● Coordinated and supervised Import/Export shipments on a daily basis.
● Maintained the file and tracked the shipment from beginning to end.
● Kept files in date order to ensure entry was filed (5) days prior to arrival.
● Communicated with customers on a daily basis via phone and email.
● Categorized shipments according to a tariff coding system.
● Counseled clients on matters such as tariffs and routing of shipment.
● Ensured billing was completed in a timely manner.
● Confirmed documents were uploaded in customs website for Customs to view.
● Documented shipments to ensure they were in compliance with Customs rules and regulations.
● Consulted with Customs Agents to ease passage of shipments through Customs.
● Counseled clients on methods of duties and tax reduction.
● Obtained documents from multiple NOVCC’s/Forwarders. 10/2012 – 4/2014 BDP International - Houston, TX
Imports Logistics Coordinator II
● Coordinated and supervised import/export shipments on a daily basis.
● Communicated with customers on a daily basis via phone and email.
● Maintained the file and track the shipment from beginning to destination.
● Acquired Power of Attorney through BDP Int’l, allowing ability to release shipments through Customs.
● Ensured billing was completed in a timely manner.
● Utilized dashboard daily to track incoming shipments. 8/2004 - 2/2010 Panalpina Inc. - Humble, Texas
Document Processing /Customer Service Agent, Import Department
● Coordinated and supervised Import shipments on a daily basis.
● Retrieved shipment details from Shipment Communication Platform (SCP/FOS) to open file.
● Issued Delivery Order to carrier, monitored timely delivery and obtain POD.
● Completed all in-bond moves, including but not limited to I.T.’s and permits to transfer.
● Distributed documents and make copies in accordance with consignee’s, Panalpina’s and/or origin country requirements.
● Ensured file contained necessary copies of documents/proper sequence.
● Updated Pantrace (Track and Trace application)/providing document release date, arrival date, POD date, etc.
● Ensured payable and receivable documents are completed accurately and forwarded on time.
● Received and track P.O.s from Importers/customer service group for pending shipments.
● Answered all customer inquiries in accordance with the Customer Service Policy standards.
● Strived to further increase customer satisfaction and business share through proactive and regular contact.
● Established customer communication preference, i.e., phone, e-mail, fax, visit
● Communicated with and ensure release of the freight.
● Notified customer/broker of arrival and charges and provided accurate job costing forecast.
● Served as a liaison between document processing and customer/ shipment detail communication.
● Worked with Sales on account implementation, ensuring smooth transition from Sales to Operations.
EDUCATION
New Caney High School New Caney, Texas
TECHNICAL TRAINING
Windows XP, MS Office (Word, Excel, Outlook), ACE, various printers, copiers, scanners, calculator (10-key, by touch)
LANGUAGE
English
REFERENCES
● Upon Request.
Contact this candidate