About Me
Professional Summary
Knowledgeable about customer relationship management, workflow optimization, and reporting. Top-notch leader and problem-solver with proven experience in customer service, logistics management, and team leadership. Looking for career advancement as a Customer Experience Coordinator.
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Skills
• Transport Claims Management – Expertise in resolving high-volume claims across LMP, 3PL, and DEX courier networks with strict SLA adherence.
• Customer Complaint Resolution – Proven ability to handle complex customer issues with empathy and efficiency, improving satisfaction and first-call resolution rates.
• Logistics & 3PL Coordination – Strong collaboration with internal logistics teams and third-party partners to streamline delivery and claim processes.
• IVR System Operations – Skilled in managing and analysing IVR lead sets, running customer outreach campaigns, and generating actionable daily reports.
• Data Analysis & Reporting – Google Analytics, Excel, and monitoring KPI’s, automating reports, and driving insights.
• Process Optimization – Experienced in identifying bottlenecks, implementing workflow improvements, and reducing operational costs.
• Training & Team Development – Trained 15+ new hires and co-developed SOPs, improving team performance and onboarding efficiency.
• CRM & Ticketing Tools – Hands-on experience with systems like Zendesk for customer interaction tracking and resolution time reduction.
• Compliance & Quality Assurance – Ensured data protection adherence and implemented QA standards to enhance service quality.
• Communication & Collaboration – Strong verbal and written communication skills, with a track record of working cross-functionally across departments.
