Experience

Caravan Group of Companies
• Canada
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee
• Dispatcher

  • May 2023 - Present


SMART GLOBAL LOGISTICS INC.

• Canada
• Truck Transportation
• 1 - 100 Employee

• Intermodal dispatch team member

  • May 2022 - Dec 2022

  Process data entry requirements relative to operational movements. Communicate with shippers, receivers, customers, and internal departments to gather information and book appointments. Address challenging customers and problems that require escalation outside of the department. The report, analyze and resolve system, clients, and operational issues that impact service quality. Maintain records and statistics relative to assigned processes. Dispatch drivers in accordance with customer needs. Create cost effective trucking routes that meet customer demands. Ability to adjust to last minute changes in scheduling and communicate effectively with drivers and customers. Collaborate with management to modify daily routes to accommodate customer needs. Effectively communicate with customers concerning operational and logistical issues, changing processes and work updates. Accept load tenders, book delivery appointments and schedule pick up date and time. Update customer web portals with up-to-date load information. Call customers to advise shipment delays and/or information necessary to process orders, border crossings, and receipt of custom documents for clearance. Monitor and update shipment statuses on the company’s internal applications. Other duties as assigned. Maintaining a high level of professionalism with clients and working to establish a positive image with every client and build a good client relation. Attend incoming customer calls regarding billing issues, product problems, service questions and general client concerns. Update customer information in the company database during and after each call. Show less



Teleperformance

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Subject Matter Expert

  • Nov 2021 - May 2022

  Assisted customers with their queries/grevieances via chat/email process. Boasted positive customer interaction and feedback with quick and effective solutions. Assisted team members with any queries. Monitored Team member's interaction with the clients and provide the feedback to the team member. Play a key role in advising and supporting existing and potential customers whilst creating positive experiences and engagements Manage inbound customer calls regarding standard credit card inquiries, transactions, account maintenance and Tier 1 online support. Increase customer confidence by responding to customer inquiries in a pleasant, courteous, professional, and well-informed manner. In conjunction with on-screen customer information, identify customer needs through customer contact while simultaneously reading/updating customer information on the system. Act as a single point of contact and analyze information presented by the customer and action next steps accordingly based on the nature of the inquiry. Adhere to established escalation procedures when mitigating complaints/escalations on the first contact. Remain current on program information and business initiatives, as well as corporate products and processes. Strive to achieve and improve service level agreements and productivity targets Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions. Fulfill customer brand expectations in a manner that complies with policies, practices, and procedures Show less


Klarna
• Sweden
• Software Development
• 700 & Above Employee
• Online Support Specialist

  • Mar 2019 - Nov 2021


Husky Energy

• Canada
• Oil and Gas
• 700 & Above Employee

• Retail Sales Manager

  • Oct 2016 - Mar 2020

  Supervise and lead sales associates, ensuring they are meeting sales targets and providing exceptional customer service Train and onboard new sales associates, providing guidance and support as needed Develop and implement sales strategies to increase revenue and improve store performance Monitor and maintain inventory levels, ensuring adequate stock of products Analyze sales data and customer feedback to make recommendations for improvements Manage visual merchandising and ensure the store is visually appealing and aligned with brand standards Resolve customer complaints and escalate issues to higher management as needed Conduct regular meetings with sales associates to provide updates and coaching Ensure compliance with company policies and procedures, including safety and security protocols Show less


Esso
• Oil and Gas
• 700 & Above Employee
• Customer Service Representative

  • Apr 2017 - Oct 2017