Angela Robertson
Burlington,ON
Summary
Seasoned Customer Service Supervisor with years of experience providing quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing priorities with superior results.
Overview
27
27
years of professional experience
Work History
Inbound Logistics Manager
Stoneridge Cycle Ltd
09.2015 - 08.2022
- Responsible for coordination, administration and technical expertise for all international inbound transportation
- Responsible for operating performance and visibility, cost reductions, identifying exceptions and reporting Key performance indicators
- Ensured compliance of international rules and regulations for importing.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Planned and supervised shipments from production to end-user.
- Prepared updated shipment reports for executives and clients.
Customer Service Supervisor
Panalpina Inc.
09.2002 - 06.2015
- Supervised Warehouse/Logistics Customer Service Department Toronto Branch
- New client implementation, Inventory Control, traffic coordination including transborder, invoiced and reported revenue to Warehouse Branch Manager, and reported KPI's
- Maves Super User and member of Red Prairie Implementation Team.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Assisted with preparing information required for quotes and addressed potential service concerns.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
Customer Service
Panalpina Inc.
06.1998 - 08.2002
- Invoiced clients and reported revenue.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and provided back up for customer service managers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Terminal Administrative Coordinator
Panalpina Inc.
03.1995 - 05.1998
- Coordinating unloading of containers and release of goods to clients, arranging transportation and submitting customs entries
- Responsible for invoicing and reporting revenue.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
Education
Law and Security Administration
Humber College
Toronto, ON1990
Skills
- Import Logistics
- Responsible
- Compliance Regulations
- Third-Party Logistics (3PL)
- Good listening skills
- Transportation
- QuickBooks
- Warehouse Management Systems
- Flexible and Adaptable
- Conflict Resolution
- Microsoft Office
- Customer Service & Implementation
Timeline
Inbound Logistics Manager
Stoneridge Cycle Ltd
09.2015 - 08.2022
Customer Service Supervisor
Panalpina Inc.
09.2002 - 06.2015
Customer Service
Panalpina Inc.
06.1998 - 08.2002
Terminal Administrative Coordinator
Panalpina Inc.
03.1995 - 05.1998
Law and Security Administration
Humber College
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