Virginia 'Virj' Santa Ana
Surrey,BC
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. A conscientious worker and team player, who loves to learn and help people and determined to succeed, has a "Can Do" attitude in life.
Overview
11
11
years of professional experience
Work History
Air Import Coordinator
DB Schenker
06.2015 - 11.2021
- Proved successful working within tight deadlines and fast-paced environment.
- Managed 95% resolution of customs-related issues, liaising with government agencies to ensure timely release of shipments.
- Resolved invoice discrepancies efficiently, ensuring accurate financial records and prompt payment to suppliers.
- Ensured timely delivery of imported goods by closely monitoring shipment statuses and addressing potential issues promptly.
- Negotiated competitive rates with freight forwarders, ultimately reducing overall transportation costs.
- Provided training for junior team members on best practices in import coordination, contributing to overall departmental efficiency.
- Maintained open communication with customers and overseas partners to update all parties on order and shipping changes.
- Organized and detail-oriented with strong work ethic.
- Passionate about learning and committed to continual improvement.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Self-motivated, with strong sense of personal responsibility.
- Paid attention to detail while completing assignments.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in team environment.
- Delivered services to customer locations within specific timeframes.
Customer Service Representative
Concord Transportation
10.2010 - 06.2015
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded 80% of customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Answered constant flow of customer calls with minimal wait times.
- Delivered prompt service to prioritize customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and provided backup support for organizational leadership.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Met customer call guidelines for service levels, handle time and productivity.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Trained new personnel regarding company operations, policies and services.
- Provided primary customer support to internal and external customers.
Education
Bachelor of Science - Commerce And Business Administration
Saint Louis University
PhilippinesSkills
- Possess strong communication, customer service and interpersonal skills
- Passionate, Determined and has a "Can-Do" attitude
- Love to help people
- Enjoy learning new skills, like reconciling accounts receivable
- Customer Relations
- Customer Satisfaction measurement
- Calm and Professional Under Pressure
- Cross-Functional Collaboration
- Proficient in Microsoft Outlook, Excel, and Word
- Customer Assistance and support
- Organized, Dependable and Responsible
Languages
English
Full Professional
Timeline
Air Import Coordinator
DB Schenker
06.2015 - 11.2021
Customer Service Representative
Concord Transportation
10.2010 - 06.2015
Bachelor of Science - Commerce And Business Administration
Saint Louis University
Similar Profiles
Jami GonzalesJami Gonzales
Dock Lead at DB Schenker/PandoraDock Lead at DB Schenker/Pandora
Xavier HolmesXavier Holmes
Logistics & Data Management Apprentice at DB SchenkerLogistics & Data Management Apprentice at DB Schenker
Kaden WrightKaden Wright
Forklift Operator at DB SchenkerForklift Operator at DB Schenker