Process customer orders, plan & and optimize shipment into loads. Scheduling appointments and calling on delivery & and pick-ups. Completing any tracking requests that may be needed. Reschedule appointments. Create SOPs on customer portals and input & and update the portals with documents and information as needed. Update TMS including locations, contacts, receiving and shippinghours, lumper information, and special instructions. Communicating with customers on all updates via phone, email, or customer portal. Communicating with customers all date change requests. Providing excellent customer service and resolving all customer concerns. Monitor all available in-progress freight on the board. Resolve issues in a timely manner (driver issues, scheduling complications, site complications). Identify internal process errors and create correction plans. Assist the Account Manager with quoting, spot shipments, reports, administrative work, customer packets, and any other duties as assigned. Function as the Account Manager when needed. Streamline communication between Account Managers and Carrier Sales Representatives& and help negotiate rates to accept trucks. Manage relationships with key vendors. Perform additional managerial & and business operations duties as assigned. Work with others on the Customer Service Team to help organically grow and make sure all loads are picked up, and delivered on time, and mitigate any problems that arise.

Execute and understand the business of C.H. Robinson for specific customers, to include: • Shipment activation • Load building • Appointment scheduling • Track and trace • Obtain updates above the SLA standard • Overages, Shortages & Damages (O, S & D) • Event management. Monitors load statuses and initiates corrective action when exceptions occur. Executes day-to-day transportation needs in cooperation with customer and carriers in similar level roles. Responds to customer inquiries and provides updates related to exception and event management in a timely manner. Partners with Account Manager to ensure account processes and SOPs are complete and adhered to. Learns and applies knowledge of customer workflows, preferences, SOPs, etc. to meet the customer expectations. Understands available tools and resources and how to best leverage each to implement efficiencies. Provides day-to-day issue resolution: identifies issues, refers to SOPs to determine the best course of action and implements solutions. Ensures accurate load data to meet customer reporting expectations. Utilizes CHR systems to execute and maintain a daily reporting routine. Mentors and/or develops new operations employees.

Leverage consultative sales and customer service skills to deliver high level of service to clients whiledriving incremental sales of services and product for spa. Analyze client’s skin to determine the correct facial needs. Use waxing skills to perform all body waxing and facial waxing. Utilize marketing skills such as social media and customer incentives to promote spa services and grow clientele.

Work with Clients who currently use MarketView and Excel spreadsheets to receive their commodity Trade information. Help to trouble shoot any issues that the client may have on software. Work with Sales team to train and advise customer on how Marketview can be used for their companies. Train new employees on MarketView, SalesForce, Reporting Manager and MarketView Enterprise Manager. Helped develop tools in SalesForce that are useful to our company.

Migrate existing customers from non-target systems to JPMORGAN ACCESS products for existing customers. Work closely with external customers as well as internal representatives, to ensure a seamless transition to JPMORGAN ACCESS. Train customers on JPMorgan Chase Internet Products. Conduct mock trainings, as well as side by side evaluations of new hires. Nominated for a Star Award by peer in 2005 and Above and Beyond twice throughout the year of 2007.

Responsible for providing customer service to the indirect agent channel. Directly responsible in assisting the agent channel in the ordering and the returns of phones. Built key relationships with national exclusive agent who bring in large revenue to company. Direct liaison between agent channel and the national distribution center. Assisted in creating training manual on the system used to process agent orders and returns. Trained all new employees including manager of agent sales on sales order desk procedures and policies. Helped to create and implement return policy for agents wanting to return defective phones. Assisted in the launch of the agent program across the country

Responsible for maintaining client and agent relationships within forty-nine states including Puerto Rico. Optimize phone- to-phone interaction by saving policies that would have otherwise resulted in cancellation. Responsible for providing policy information, resolved customer concerns and complaints, and maintained company quality customer service. Achieved 142% of daily inbound call quota. Consistently exceeded quality phone standard with 100% rating versus 70% standard as measured by weekly phone audits. Consistently ranked in top 5% among 85 customer service representatives based on monthly performance criteria and recognized as Employee of the Month during promotional campaigns. Developed and implemented new call documentation process for Privacy Act issues resulting in minimized customer callbacks and shortened session times. Identified need for Spanish speaking policy conservation representatives and made recommendations for hiring and training. This program resulted in conservation of 200 clients monthly. Developed a sales queue process for Spanish speaking clients resulting in reduction of lost calls and increased sales opportunity.