Bernadette Campbell
San Jose
Summary
With over 36 years of experience in customer service and freight operations, I specialize in resolving complex issues related to over, short, damaged, refused, and undelivered freight. My expertise spans the full spectrum of freight operations, from research and documentation to vendor and customer communication, ensuring quick issue resolution and claim prevention. Throughout my career, I’ve focused on process improvement, team development, and maintaining high standards of safety and service.
Overview
30
30
years of professional experience
Work History
Customer Service Representative and OS & D Clerk
XPO Logistics
San Jose
12.2018 - Current
- Managed high-volume customer calls in a fast-paced call center, providing prompt and knowledgeable solutions to enhance customer satisfaction.
- Acted as the primary liaison between customers and service center personnel, resolving complex shipment issues with clear communication and timely resolutions.
- Ensured accuracy and compliance in pre- and post-delivery documentation, maintaining quality standards throughout the process.
- Managed customer relationships by providing rate quotes, tracking shipments, and setting realistic expectations to build trust and improve loyalty.
- Verified the accuracy of billing for shipments, ensuring alignment with applicable tariffs and pricing agreements to guarantee correct charges.
- Collaborated with various departments to resolve customer-related issues, fostering teamwork and driving operational improvements.
- Delivered fast, friendly service while handling customer inquiries and complaints, consistently exceeding expectations.
- Tracked and maintained detailed hazmat inventory records, ensuring alignment between physical and electronic records, and coordinated with vendors for spill pick-up and disposal in compliance with EPA and OSHA standards.
Senior Customer Service Representative
Legacy Transportation
San Jose
01.2013 - 12.2018
- Oversaw the uninterrupted shipment, delivery, and installation of high-value products across intermodal lanes, ensuring timely and accurate execution.
- Responsible for order quality before shipment, including preparing picklists and packing lists in alignment with both domestic and international order requirements.
- Managed and resolved issues related to overages, shortages, damage claims, and missing Proof of Deliveries (PODs).
- Coordinated special requests and documentation for shippers/carriers, specializing in tasks like crating, palletizing, labeling, and more.
- Led projects related to the successful handoff of multi-million-dollar capital purchases, ensuring smooth transitions and delivery.
- Supported critical functions such as JIT inventory management, de-installations, and billing processes to maintain operational efficiency.
- Maintained strong customer relationships by managing rate quotes, shipment tracing, and clearly setting and managing customer expectations.
Pricing Specialist / Human Resource Clerk
FedEx Freight Systems
San Jose
01.1996 - 01.2008
- Facilitated prompt payment by accurately interpreting tariffs and contracts, ensuring timely and correct auto billing processes.
- Established and maintained customer account codes, databases, and records, ensuring proper documentation and data management.
- Performed detailed analyses, calculations, and generated recurring reports to track account and operational performance.
- Trained and led staff in the Account Establishment and Maintenance program, ensuring team efficiency and accuracy.
- Acted as a liaison between departments and operating units, resolving administrative and operational issues to enhance workflow.
- Provided comprehensive administrative support, including answering calls, assisting visitors, and addressing a range of inquiries and problems.
Education
Clerical Certificate -
San Jose Job Corps
01.1993
High School Diploma -
Foothill High School
01.1987
Skills
- Freight Operations Management
- Customer Relationship Management (CRM)
- Hazmat Compliance & Safety
- Team Leadership & Development
- Performance Metrics & Reporting (KPIs)
- Conflict Resolution & Problem Solving
- Advanced Technology & Reporting Tools
- Billing Accuracy & Tariff Management
- Process Improvement & Efficiency
Timeline
Customer Service Representative and OS & D Clerk
XPO Logistics
12.2018 - Current
Senior Customer Service Representative
Legacy Transportation
01.2013 - 12.2018
Pricing Specialist / Human Resource Clerk
FedEx Freight Systems
01.1996 - 01.2008
Clerical Certificate -
San Jose Job Corps
High School Diploma -
Foothill High School