Customer Service Representative

ELIZABETH HEMENTERA TUAZON

***** *. **** **. ********* 94

Phoenix, Arizona 85022

Cell phone No. 630-***-****

Personal Email: ***************@*****.***

Profile • 7+ years of successful experience in customer service with recognized strengths in account maintenance, problem-solving, sales staff support, lost profit recovery, and implementing proactive procedures to avoid future issues.

• Possess solid computer skills, excellent working knowledge using Microsoft Excel, Microsoft Word, Microsoft Power Point, MS Outlook.

• Ability to train, motivate and supervise customer service employees.

• A team player, acknowledged as “Total Quality Customer Service Professional.”

• Develop plan, conduct audits and variance analyses and maintain/update accurate inventories.

• Ability to juggle multiple priorities with accuracy and attention to details.

• Strong work ethic, willing to do what it takes to get the job done right and on time.

Synopsis of Achievements • Increased volume and profitability of customer accounts

• Reactivated 2 key accounts utilizing persuasion/mediation skills.

• Job Well Done Certificates demonstrating commitment to Customer Quality

Practices, Teamwork and Dedication, Process Improvements and Cost Savings.

• Proactive planning led to notable increase in quality of customer service.

• Awarded as the NORTH AMERICAS CUSTOMER SUPPORT

EMPLOYEE OF THE QUARTER – Second Quarter 2008

Professional Experiences

APL LOGISTICS – Scottsdale, Arizona

ILS – Operations, Senior Customer Service Representative

August 2009 to Feb. 29, 2012

• Handled various accounts for import/export full container load shipments, import less container load shipments.

• Handled Euromarket dba Crate and Barrel import full container and less container load shipments

• Handled Blains Supply Inc. import full container load shipments.

• Interface effectively and pro-actively with internal group such as sales and operations.

• Review and correct discrepancies in pricing, quantity and other important details.

• Manage and communicate the tactical details in critical situations effectively and quickly.

• Maintain and develop positive business relationships with customer’s key personnel involved in or directly relevant to a logistics activity.

APL LOGISTICS – Oakbrook, Illinois

IFS – Senior Customer Service Representative

2006 – August 2009

• Handled various accounts for import full container load shipments.

• Quickly and effectively solved customer challenges.

• Maintain high quality customer service.

• Provide rate, routing and tracking information to customers accurately and timely.

• Assisted customers in service interpretation. Includes ability to navigate through various rules and footnotes and apply to regulations.

• Develop an understanding of customers’ needs and take actions to ensure that such needs are met.

• Review logistics performance with customers against targets, benchmarks and service agreements.

APL LOGISTICS – Sparks, Nevada 89434

Material Handler 1 – Warehouse

2005 – 2006

• Handled all documentation for inbound and outbound shipments at the Dell Computer Warehouse.

• Assist the Reno Fulfillment Center planner in providing them the Dell computer parts as needed.

• Coordinate with the warehouse crew to assure that all Dell computer parts have been delivered and placed into inventory on time.

• Accountable for answering inquiries about Dell computer parts availability.

• Provide accurate information to customers by reviewing and interpreting system generated data as well as taking into account other sources of information that may be relevant to customer inquiry.

• Protect and control proprietary materials.

• Develop and implement technical project management tools such as plans, schedules and responsibility and compliance matrices.

PELLE MANAGEMENT CORPORATION –

Mortgage File Preparer

2003 – 2005

• Handled all of the loan documentation and processing.

• Sort and send documentation to the scanning department for proper order and timely receipt at the bank.

• Keep records of materials filed or removed, using logbooks or computers.

• Scan or read incoming materials to determine how and where they should be classified or filed.

ANGYUTA SHIPPING COMPANY

Marianas Pacific, Northern Mariana Island (US Territory)

Shipping Clerk

1992 – 1996 and 1998- 2000

• Liaison of inter-island cargo agents from Guam, Saipan and Tinian.

• Answers freight quotes, prepares statistics report, supervise booking of all outbound and inbound shipments.

• Review tariffs on all ship’s ports of call.

• Initiated invoice preparation, reviewed invoices received as payables, handled daily deposits, accounts receivables and accounts payables.

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