rachelsresume2015
TRANSCRIPT
Rachel Higgins2113 Lynch Street
St. Louis, MO 63116 US
(314) 258-7236 [email protected]
OBJECTIVE To obtain a position as a team player in a people-oriented sales or services organization where I can maximize my customer service experience in a challenging environment to achieve the corporate goal.
WORK EXPERIENCENightly Operations ManagerMay 2012- August 2013Land Air Express | State: MO
8 years experience in the logistics/operations industry TSA certified Take inbound orders for faced-past freight forwarding company via telephone, fax or email and entering
them into the Land Air system. Responsible for filing, copying, imaging, emailing, faxing, mailing, and shipping any and all original
paperwork and documentation including but not limited to: air bills, customs and hazmat paperwork, house bills, way bills and drivers manifests. As well as properly document each shipment to ensure efficiency and meet specific client’s needs.
Established and built excellent business relationships with each person I work with in the industry - from clients and co-workers, to drivers and freight forwarders. Having this ensures I had a head start on my daily responsibilities, routing the freight and making sure the freight arrived on time and in good condition to the consignee.
Worked daily with some of the largest freight forwarding names in the industry: Allstates World Cargo, Kuehne & Nagel, DB Schenker, Agility, Expeditors, UTI, Yusen, Freight Solution Providers, C.H. Robinson, Panther Expediting, and Geodis Wilson.
Worked personally with my supervisor, Keith Auzat, as one of the two account managers for a brand new account and potential nation-wide start-up program with our company at Land Air Express
Received inbound freight picked up either locally or non-locally, by our own fleet of trucks as well as any additional freight dropped at the dock to be routed out via Land Air Express.
Excellent troubleshooting skills. Able to see an issue, take the necessary and immediate steps to prevent, eliminate, or rectify the problem while keeping the client up-to-date and satisfied. I have the determination and willingness to succeed under pressure in addition to being highly organized while working under time sensitive deadlines.
Responsible for entering any and all POD’s issued by drivers into the Land Air system or requested either verbally or by phone, fax, email or mail.
Obtain critical information that may still be needed in booking freight for transit in an expeditious manner, leaving room for changes in routing if necessary. Verified the corrected amount of pieces, weight and dimensions.
Help with any driver issues including directions, waiting time, 2 man, white glove, door to door, bad address, damaged freight, and missing freight. Coordinate these issues with co-workers and customers to get them on their way as soon as possible and resolve all issues.
Checked the cargo to make sure it has the correct paperwork attached to the freight before it’s routed out that night or held for pickup or routing. Responsible for all paperwork associated with moving the freight across the country, delivering it each day and/or holding the cargo.
Routed out any and all inbound freight for the day and/or holds in accordance to customer and forwarder guidelines, regulations, and requirements.
Very familiar which the personnel, and each cut-off specific to that particular air freight forwarder and destination city, as well as each of the airline cut-off times. For example: Southwest, Frontier, Forward Air, Land Air, Towne Air, DHL, American Line Haul, LTL’s, etc.
Responsible for staying until all the freight is on-board and delivered each day. Including any lingering issues for the day, late drops, late pickup or deliveries, any specials, conventions, or last minute issues that come with the industry. Responsible to see that all cargo, either picked up and or dropped off to my dock, is on its way safely that night to its destination, and that all paperwork is completed and ready for the am shift.
Strive to drive the business forward, generate increased revenue and profits while always offering customers the highest level of customer service.
Liaison with team members at all levels to address any issues, concerns, heads-up, or follow up requests as soon as I arrive and throughout the day.
Independently work as the only evening operations coordinator, handling upwards of 100+ routings per day. Answer the phones, driver phone, emails, faxes and freight arrival and departure from my dock.
Very driven and results oriented. Thrive in a fast-paced environment with unpredictable challenges on a daily basis. A true team player willing to go the extra mile for the customer and my co-workers to make sure the client is satisfied and taken care of.
Proficient in Domestic Part and Full load market tariffs, Hazardous materials legislation, Customs organization and operation.
Maintain a fluid and agile workforce to respond and react to change. Always thinking quickly on my feet and able to apply sound judgment in my decision making. Send and/or give quotes quickly on pickups, deliveries, and line haul rates based on Tariff and our price
points. Responsible for checking all bills for the previous day to ensure that we are paid properly and promptly.
For example checking to make sure we charged for correct applicable weight, got paid for any waiting time, 2 men and or white glove, lift-gate, specials and to make sure the clients weren’t charged for any services not rendered. Ensure all overages and are being charged the correct amount for their freight. Ensure all images of paperwork were entered into the Land Air system via our corporate office or myself the night before.
Follow-up with the drivers, forwarding agent, and airline for the status of shipment arrival and to ensure the shipment is cleared and delivered to the customer on time. Update system with POD.
Lead CSROctober 2002 - December 2007 JS Logistics | State:MO Business Services - Other
Lead Customer Service Rep at a fast-paced courier company for 5 years. Worked with dispatchers, clients, employees, and independent contractors. Handled approximately 125-150 incoming calls a day from clients such as Anheuser Busch, Barnes Jewish
Hospital, Citi, and many more well-known, high-end clients. Managed a range of customers, both local and out of state, including St. Louis, Kansas City, Indianapolis,
Cincinnati, Illinois, Memphis and Canada. Coordinated and managed outgoing calls to inform customers of the status of their delivery and/or to
answer any concerns they may have. Responsible for ensuring the delivery made it to the correct location and on time by watching the deliveries
from beginning to end on a sophisticated computerized system. Maintained constant contact with drivers via Nextel and telephone to ensure accurate and timely delivery. Managed Scheduled Run issues, lost items, damaged or mis-delivered packages, and opening new
accounts. Trained new employees with daily duties and answered their questions. Assisted drivers with any issue that may have occurred including directions, incorrect addresses, bad zip
codes and issues with the packages themselves.
Fielded manager calls when customer concerns would escalate with a particular delivery or problem that needed to be handled in a very professional, expedited, and courteous manner to ensure the client was completely satisfied with our company and services by the end of the call.
Assisted and trained customers with online order-entry and worked one-on-one with our airfreight forwarding company including Air Bill procedures and coordinating with airlines.
Possess extensive knowledge of Order and Data entry systems, type upwards of 70 WPM, worked with MS Word, MS Excel, MS PowerPoint, Cheetah Tracking Subsystem, and helped develop and test a complete custom computerized system.
Always the first to volunteer to stay late, come in early or work on weekends. Certain holidays were extremely busy for us and I would work up to 14 hours a day to get all the deliveries in the system correctly.
The last year of my employment at JS, I worked remotely from home and still maintained an extremely high level of performance.
Skilled in troubleshooting complex problems by thinking outside the box and possess a high degree of professionalism and dedication to exceptional quality.
Effective team player with outstanding communication and interpersonal skills with a positive attitude.
Small Business CSR/Manager TraineeNovember 2001 - October 2002 GC Services | State:MO Financial Services
GC Services was a call center for MCI Hired as a Small Business Collections Representative Promoted to a managerial position in less than 6 months. Managed outbound calls to small businesses delinquent on their accounts. Fielded manager calls from clients and ensured and problems or concerns were handled to the client’s
satisfaction. Fielded inbound calls inquiring about payments, services, and general questions on accounts. Managed evaluations of fellow employees. Assisted in quality assurance evaluations and trainee classes
EDUCATION
High School or equivalent, September 1997 - May 2001 Gateway Institute of Technology | State:MO
SKILLS
Excellent Customer Service ExpertData/Word Entry ExpertKnowledge and use of Microsoft Office programs IntermediateManagerial Experience IntermediateOutstanding typings skills (70wpm) Expert
REFERENCES
Brent GraweAssoc. Director of IT - The [email protected]
Duane KiserBusiness Analyst - The Maschhoffs [email protected]
Nick TaylorIT Technician - The [email protected]
Jana JonesCustomer Service Manager - JS Logistics [email protected]