•Tracking and Tracing shipments with various carriers•Entering loads and customer service required•Establishing business relationships and developing carriers by matching ourlaneways with their needs.•Negotiating rates with carriers to successfully book loads or to close a deal bybeing cost effective and maintaining our service standards.•Communicating with customers via phone or e-mail to provide updates or torespond to their inquiries.•Order entry along with on-time tracking and tracing of all shipments.

• Daily real-time monitoring of service levels for all queues at all sites.• Provided daily, weekly, and monthly internal reports• Oversaw agent performance from all teams at all sites.• Drove real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals.• Real-time communication with the WFM team and operations when changes needed to be made.• Managed the call volume, daily attendance, and programed break schedules.• Built and maintained strong relationships with key stakeholders from all sites to ensure objectives were met.• Reviewed and processed VTO/NPT/OT requests in real-time.• Sent reports, monitored intraday performance of call volume and staffing level, and ensured ongoing service performance was maintained.• Assisted the WFM team as needed.

• Provided prompt resolution to customer inquiries by giving appropriate and accurate information.• Accurately documented and updated records in required systems.• Use of knowledge and negotiation skills to offer creative solutions to our clients contributing to the expansion of our services in every call.• Assisted customers with mobile service-related inquiries such as plan or phone number changes, billing adjustments and cycle changes. Also, technical issues related to voice, data, and text messaging services