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Rachel Higgins
3901 N I-10 Service Rd W AptB209 Metairie, La 70711
(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 EXPERIENCE
Nightly Operations Manager May 2012- August 2013 Land Air Express | State: MO
● 8 years experience in the logistics/operations industry
● TSA certified
● Take inbound orders for fast-paced 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 da ily
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 CSR October 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 cus tomers 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 ans wered 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 Trainee November 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 Expert Data/Word Entry Expert Knowledge and use of Microsoft Office programs Intermediate Managerial Experience Intermediate Outstanding typings skills (70wpm) Expert Logistics Intermediate Transportation
REFERENCES
Brent Grawe Assoc. Director of IT - The Maschhoffs 618-594-0290 [email protected] Duane Kiser
Business Analyst - The Maschhoffs
618-335-7390
Nick Taylor IT Technician - The Maschhoffs 618-594-0292 [email protected]
Jana Jones
Customer Service Manager - JS Logistics
314-832-6008