As the Director of Global Services, my key responsibilities include managing a team of service professionals, implementing best practices and standard operating procedures, and collaborating with cross-functional teams to ensure smooth service delivery. I am also responsible for developing and executing strategies to drive growth and profitability.Through my leadership and expertise, I ensure that our services are delivered consistently, efficiently, and effectively, meeting the needs of our clients and exceeding their expectations

* Quality Control* Billing/Invoice * Ticket/Customer Service Management* Data Analysis* Social Media Communications * Data Reporting* Marketing Research* Project Management * Graphic Designer* Team Calendar Management* System Creation and Management

- Open manual and EDI shipment files in BDM to transfer over to BOSS for transmission. - Complete shipment information in BOSS, including FDA requirements. - Transmit incoming shipments that are COB ready. - Run the FTZ Report and confirming the FTZ shipments have required COB's and obtaining documents such as IT Bonds, House Bills, Commercial Invoices and Packing Lists. - If shipments do not belong to the FTZ group, shipments are comments as Consumption Entries and I will email all shipments to our Consumption team and they will complete the shipment. - Create issues through Issuetrak with required documents to send to the airport for the incoming shipments. - Dispatching all completed shipments with confirming their 1C/98 status and communicating with the destination airport to advise them on what shipments are being received and they are ready to be shipped via ground transportation.

• Received, opened and distributed all incoming mail.• Tracked all tax bills and landlord reimbursement requests.• Processed all incoming refunds.• Managed the teams needs and organized incoming work to run smoothly for the processers. • Kept record of all delinquent bills that were received and made the payment.• Handled the property tax general mailbox.• I took all the escalated requests and made sure they were completed.• Customer Service for all landlords and other 7-Eleven employees for their property tax needs.• Worked very closely with Manager and Senior Director for business needs and make sure deadlines were met.

 Create files for specialty clients that require refund check detail in a spreadsheet form. Process and balance refund checks  Maintain our check log as well as out bound that checks that go out directly to the clients.  Work closely with clients when they have questions and handle all inquiries and updates to their procedures and files.  In charge of handling all aged checks and voiding checks when necessary. Works with management on procedure improvement and makes sure all procedures are updated and accurate.

 Manage two specialty clients that require tax bills for their loans to be sent directly to their tenants or our payment processing department.  Handle record maintenance of the system for the specialty clients. Customer service representative for clients and their tenants. Manage all miscellaneous mail that comes in to our P.O. Boxes and mail out notices to all our clients that we service. I send all tax bills to a vender who uploads all tax bills images onto our website for clients to view.  I create and send out multiple weekly reports for non-escrow loans and making sure our due dates in the system are accurate.  I pick up the mail in our Irving P.O. Boxes three times a week. I send out a daily email to all managers and our automation department once our quality control of our work done that day is complete.  I complete full state tax amount procurement and make sure they are reported to the client in a timely manner.  I keep up the maintenance of the system for my clients and make sure all information is up to date.

 Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Mastery of customer service management systems and databases. Accurately documented, researched and resolved customer service issues. Managed high call volume with tact and professionalism. Acted professionally and patiently when addressing negative customer feedback.