Customer Service Manager
CMA CGM PHILS., INC. JULY 2017 - OCTOBER 2020 APL CO. PTE. LTD. APRIL 2000 - JUNE 2017 * Supervised and monitored Customer Care team members in the handling of customer queries, analyzing and resolving customer complaints. * Resolved 200+ daily customer inquiries via phone and email, consistently exceeding targets * Trained and mentored new employees on work processes, system orientation, SAP CRM * Developed and implemented… Show more CMA CGM PHILS., INC. JULY 2017 - OCTOBER 2020 APL CO. PTE. LTD. APRIL 2000 - JUNE 2017 * Supervised and monitored Customer Care team members in the handling of customer queries, analyzing and resolving customer complaints. * Resolved 200+ daily customer inquiries via phone and email, consistently exceeding targets * Trained and mentored new employees on work processes, system orientation, SAP CRM * Developed and implemented procedures in implementing usage of e-commerce tools for efficient processing of transactions on cargo release, arrival notices, billings and payment * Liaised with cross-functional departments to set-up a process in reducing the delinquent overstaying containers at the port. * Intensified collection process to meet and exceed revenue target of the company * Resolved billing disputes of customers through contract review and analysis.* Successfully handled monitoring and coordination of US military shipments. * Supervised documentation team to ensure adherence to processes to avoid oversight costs and expenses. * Conducts bi-annual performance review and recommend training needs of staff Show less
