Elizabeth James
Transportation Specialist
Summary
A Customer-focused professional with fixation on developing customer relationships that promotes retention and loyalty. Proactive, customer-orientated retail professional with over 5 years of experience in Customer Service roles. Highly experienced in quality customer success, customer support, customer retention, productivity and team management. I am dedicated to providing excellent customer service experience and making operational and procedural improvements. I am a strong team player, resilient, with a per excellent communication, co-ordination and problem solving skills with a great goal for self development.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work History
Transportation Specialist - Global Mile Export
Amazon Logistics
Prague
02.2022 - Current
- Work with Stakeholders (Custom brokers, Carriers Managers and FCs/SCs) to resolve issues and correct delays.
- Act as PoC for escalation emails to Site managers and Carrier Managers on Compliance issues.
- Communicate effectively with stakeholders (Custom Broker Managers both export and import) as well as Carriers and Sites on changes and updates in operation process.
- Contributor and creator of SOPs
- Maintained operations in compliance with Global Mile Export and Amazon regulations.
- Expert in Case Management and Resolutions.
- Onboarding buddy to new joiners on the team
- Preparing Guidelines for Various Reports for stakeholders
- Eliminate barriers daily in operations
- Identify Gaps in process and provide effective and sustainable solution
- Responded to inquiries raised by carriers mostly for the best operation and business success
- Align with team members to ensure that the highest and best approach are used in resolving pending issues
- Worked closely with the Training and Policy Team to assure training content is updated and aligned with Abuse Standards/ Terms of Service
- Ensured loops which can have customer impacts are eliminated
- Responsible for receiving inbound calls and making outbound calls to stakeholders
- Preparation of comprehensive but simplified Training Guides for New Hires
- Contribute to Engagement activity in the Team
- Resolved at least 40-50 cases per day while maintaining only the highest standards
- Act as a subject matter expert in all Customer Service systems, processes and policies and ensured first level support is provided to customers in these areas
Transportation Specialist- FRONTLINE OPERATIONS
AMAZON LOGISTICS
Prague
07.2021 - 02.2022
- Ensured SLA's are met within the shortest time possible
- Responsible for solving queries between the FCs and Carriers
- Resolved issues through phone calls, emails, texts and instant messages using chimes
- Responsible for transferring internal calls to the appropriate units
- Recorded 100% RQM performance
- Responsible for working strictly with the work codes/SOP's
- Resolved at least 80-120 cases per day
- Responded to inquiries raised by carriers mostly for the best operation and business success
- Ensured loops which can have customer impacts are eliminated
- Responsible for 100% service fulfillment to the third-party
LEAD OPERATIONS MANAGER
AQUA DIAMOND AGRO-ALLIED LIMITED
Lagos
01.2019 - 05.2021
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used coordination and planning skills to achieve results according to schedule.
- Improved operations through consistent hard work and dedication.
- Increased customer satisfaction by resolving issues.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained excellent attendance record, consistently arriving to work on time.
- Developed team communications and information for meetings.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Responsible for the procurement of materials, planning inventory and overseeing production efficiency
- Managed budgets and forecasts
- Examined financial data and used them to improve profitability
- Performed quality controls and monitored production KPI
- Worked with customers to understand needs and provide excellent service.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
CUSTOMER SERVICE RETENTION MANAGER
POTECH INTEGRATED SERVICES
Lagos
05.2017 - 12.2020
- Responsible for meeting established individual and team performance targets, which includes customer service, productivity and quality standards
- Acted as a subject matter expert in all Customer Service systems, processes and policies and ensured first level support is provided to customers in these areas
- Worked closely with the Training and Policy Team to assure training content is updated and aligned with Abuse Standards/ Terms of Service
- Contributed to the atmosphere of teamwork and cooperation to maintain an effective working environment as well as ensure continuity of service to customers.
- Responsible for the development and training procedures for new initiatives, integrations or updates
- Handled customers' complaints promptly with minimal disruption to business operations
- Responded to customer requests and questions regarding services, products and account information through calls, emails and instant chat messages
- Identified customer needs and helped customers use specific features
- Talked clients through series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
- Respond to customer queries in a timely and accurate way, through phone, email or chat
- Updated our internal databases with customers' details according to Service Level Agreement
Education
Master of Science - Wildlife Management
Czech University of Life Sciences
Kamycka 129 Suchdol, Prague, Czechia 08.2020 - 05.2022
Bachelor of Science - Fisheries And Aquaculture Technology
Federal University of Technology Akure (FUTA)
Akure, Ondo State, Nigeria 12.2009 - 08.2014
No Degree - BRANDING AND CUSTOMER EXPERIENCE
IE Business School, Coursera
Virtual 04.2001 -
No Degree - RELATIONSHIP MANAGEMENT
Rice University, Coursera
Online 04.2001 -
No Degree - Excel
Cousera, KNET
Virtual 04.2001 -
Skills
Leadership Skills
Timeline
Transportation Specialist - Global Mile Export
Amazon Logistics
02.2022 - Current
Transportation Specialist- FRONTLINE OPERATIONS
AMAZON LOGISTICS
07.2021 - 02.2022
Master of Science - Wildlife Management
Czech University of Life Sciences
08.2020 - 05.2022
LEAD OPERATIONS MANAGER
AQUA DIAMOND AGRO-ALLIED LIMITED
01.2019 - 05.2021
CUSTOMER SERVICE RETENTION MANAGER
POTECH INTEGRATED SERVICES
05.2017 - 12.2020
Bachelor of Science - Fisheries And Aquaculture Technology
Federal University of Technology Akure (FUTA)
12.2009 - 08.2014
No Degree - BRANDING AND CUSTOMER EXPERIENCE
IE Business School, Coursera
04.2001 -
No Degree - RELATIONSHIP MANAGEMENT
Rice University, Coursera
04.2001 -
No Degree - Excel
Cousera, KNET
04.2001 -
Similar Profiles
Nancy KariukiNancy Kariuki
Warehouse Associate at Amazon LogisticsWarehouse Associate at Amazon Logistics
Joshua TobinJoshua Tobin
Operations Manager II at Amazon LogisticsOperations Manager II at Amazon Logistics
Naveen ChennajuNaveen Chennaju
Warehouse associate at Amazon LogisticsWarehouse associate at Amazon Logistics