Customer Service Representative

LORETHA OLENLOA

Mississauga, Ontario Cell: 514-***-**** email: *********@*****.***

PROFILE

Customer Service and Logistics professional with 6+ years of experience in transportation and freight services. Skilled in handling high-volume customer inquiries, shipment tracking, and complaint resolution. Proficient in Truckmate TMS, Access Portal, and Fresh Desk, with a proven ability to coordinate with dispatch teams, carriers, and partner agents to ensure on-time deliveries. Recognized for strong problem-solving, client relationship management, and maintaining high service quality.

PROFESSIONAL EXPERIENCE

Customer Service Representative Excel Transportation Mississauga, ON March 2024 – Till Present

Manage high-volume inbound customer inquiries via phone and email, addressing shipment status, delivery instructions, and issue resolution.

Utilize Truckmate System (TMS) to process orders, update freight status, upload documents, and track shipments.

Resolve customer complaints and escalations with ownership, ensuring timely and satisfactory outcomes.

Collaborate with dispatch team, carriers, and partner agents to coordinate logistics and ensure on-time deliveries.

Proactively trace and monitor shipments, providing updates and resolve delays to maintain client satisfaction.

Customer Experience Coordinator Fleet Optics Inc Slaidview Mississauga, ON March 2018 – 2024

Managed high-volume inbound interactions via phone, email, and live chat, addressing package status, delivery instructions, client queries, and complaints with accuracy and professionalism.

Utilized Access Portal and Fresh Desk applications to track deliveries, manage tickets, respond to inquiries, and ensure timely resolution of customer issues.

Served as the primary point of contact for assigned client accounts, taking ownership of escalations and delivering effective problem resolution to maintain customer satisfaction.

Collaborated with CSR and Dispatch teams to escalate mis-delivery issues, train new representatives, and support daily service operations.

Monitored and responded to customer reviews and ratings, improving service quality and driving 5-star feedback through proactive issue resolution.

Performed administrative support and reporting tasks as assigned, contributing to overall service efficiency and team success.

CORE SKILLS

Customer Service & Client Support

Shipment Tracking & Logistics Coordination

Complaint & Escalation Management

Truckmate TMS, Access Portal, Fresh Desk

Dispatch & Carrier Collaboration

Communication & Problem-Solving

EDUCATION

Rivers State University of Science & Technology - 2006 Bachelor of Science (B.Sc.) in Secretarial Administration Akani Ibiam Federal Polytechnic Unwana – 2001

Ordinary National Diploma (OND) in Secretarial Studies

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