Antoinette Gama
Moreno Valley,CA
Summary
Driven by 17 years of customer service excellence and a strong background in Distribution Logistics, Import-export compliance, I significantly enhanced operational efficiency and client satisfaction at Expeditors International. Demonstrating leadership and integrity, I streamlined customs clearance processes and improved data management, leveraging my proficiency in MS Office to ensure recordkeeping accuracy and compliance. Resourceful professional with experience in customs clearances and shipment coordination. Skilled in cargo management and knowledgeable about customs regulations. Expertly develops client relationships and provides tailored solutions. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customs Brokerage Representative
Expeditors International
08.2023 - Current
- Adapted quickly to new software systems used in the customs brokerage industry, enabling more efficient data entry and processing of shipments.
- Streamlined the customs clearance process by thoroughly reviewing import documents and ensuring accuracy.
- Enhanced operational efficiency by staying up-to-date on industry trends and changes in customs regulations.
- Improved client satisfaction by providing timely updates on shipment status and resolving any concerns.
- Reduced shipment delays for clients by promptly addressing any issues with customs authorities.
- Ensured compliance with all government regulations, minimizing risk of penalties or fines for clients.
- Actively participated in company training initiatives to continuously expand knowledge base and refine professional skills related to customs brokerage processes.
- Managed multiple accounts simultaneously, prioritizing tasks according to urgency while maintaining high quality work standards under tight deadlines.
- Safeguarded client confidentiality while handling sensitive information on their behalf during the brokerage process.
- Maintained strong relationships with clients through excellent communication skills and proactive problem-solving abilities.
- Lawfully cleared merchandise through customs per client and government requirements.
- Stayed abreast of regulatory changes impacting customs enforcement and other import-impacted agencies.
- Calculated daily exchange rates and taxes due for goods and commodities.
- Verified rejected cargo and advised on steps to take for avoiding repeat denial.
- Maintained open communication with customers and overseas partners to update all parties on order and shipping changes.
- Coordinated with shipping and transport companies on behalf of clients.
- Followed SOPs with all customer account actions and data management to keep consistent service levels.
- Responsible for Billing for services rendered and sending out the billing backup
Distribution Customer Service Representative
Expeditors International
02.2013 - 07.2023
- Supported continuous improvement efforts through active participation in regular department meetings and internal audits.
- Provided exceptional customer support, leading to increased repeat business and positive word-of-mouth referrals.
- Assisted in training new team members on company policies, procedures, and best practices for distribution customer service.
- Developed strong relationships with clients by consistently providing outstanding service and follow-up communication.
- Collaborated with warehouse teams to ensure accurate inventory levels and timely order fulfillment.
- Handled escalated client concerns professionally, seeking mutually beneficial solutions while preserving positive relationships.
- Streamlined order processing for improved efficiency and faster delivery times.
- Reduced order discrepancies by diligently reviewing and updating client account information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Investigated and resolved accounting, service and delivery concerns.
- Implemented new procedures for tracking orders, reducing errors and improving overall accuracy.
- Monitored shipment status regularly, proactively addressing potential delays or issues before impacting customers.
- Improved response time for email inquiries by implementing an organized system for managing incoming messages.
- Investigated and resolved customer inquiries and complaints quickly.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responsible for Billing for services rendered and sent out the billing backup
Shipping / Receiving Lead Distribution
Quik Pick Express LLC
06.2005 - 02.2013
- Trained new team members on company procedures, ensuring quick integration and productivity.
- Led a team of receivers, delegating tasks effectively to maintain smooth operations and meet deadlines.
- Resolved discrepancies in shipment deliveries, maintaining accurate records and preventing errors.
- Enhanced warehouse efficiency by implementing new receiving processes and procedures.
- Coordinated with vendors to ensure timely delivery of products, minimizing delays and disruptions.
- Managed the needs / requirements of high revenue commercial accounts through extensive follow up procedures
- Update customers with pricing, market information, file UPS claims and provide customer service to their clientele.
- Negotiated rates and service level with third party carriers with the goal of controlling costs and ensuring optimal service
- Adaptable and flexible problem solver with the ability to anticipate and preempt issues and to solve crises with minimal negative impacts
- Manage all production tasks, vendor collaboration and finances, sales, purchasing and accounting
- Support sale reps in opening new accounts and upgrading existing services
- Managed Inbound and Outbound Shipping, Warehouse and escalated Customer Service Issues
- Answer phones and respond to emails timely
- Filed paperwork with US Customs to transport and clear shipments, maintained a Record Keeping spreadsheet up to date for auditing purposes
- US Customs filing (Permit to Transfer, 7512's, Form 300)
- Maintain quality control / satisfaction records, constantly seeking new ways to improve customer service
Education
High School Diploma -
El Rancho High School
Pico Rivera, CASkills
- 17 years of Customer Service Experience
- Integrity and Trustworthiness
- Leadership Qualities
- Import-Export Compliance
- Proficient in MS Office / Excel
- Motivational Skills
- Customs Clearance Process
- Recordkeeping Accuracy
- Ability to cope with heavy workloads and meet deadlines
- Dispatch & Route Scheduling
Certification
- Dangerous Goods Certified
- FDA Training Certified
- CPR Certified
Timeline
Customs Brokerage Representative
Expeditors International
08.2023 - Current
Distribution Customer Service Representative
Expeditors International
02.2013 - 07.2023
Shipping / Receiving Lead Distribution
Quik Pick Express LLC
06.2005 - 02.2013
High School Diploma -
El Rancho High School