Azucena Barbery
Pompano Beach
Summary
Highly motivated Logistics Specialist experienced in SAP, ERP and TMS platforms. Background includes work with private fleet shippers and carriers. Qualified Customer Service with 20 years in fast-paced environment. Personable and professional under pressure. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Woodstock Percussion Inc
03.2018 - Current
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Reviewed customer data to assess current issues and determine potential solutions
- Addressed customer service inquiries quickly and accurately
- Cross-trained staff members, resulting in 100% increase in customer satisfaction ratings
- Assisted approximately 10-15 customers each day with orders/shipping questions
- Contributed to 100% sales by improving lead-generation and sales-tracking methods
- Addressed 10-15 website inquiries per day, converting 10-12 into renewal customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Services Rep
United Health Group
10.2014 - 02.2018
- Answered an average of 80-90 calls per day by addressing customer inquiries, solving problems and providing new product information
- Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements)
- Demonstrate knowledge of applicable products/services (e.g., benefit plans, disability, COBRA, FSA, HRA)
- Provide general claims support by reviewing, researching, investigating, negotiating, processing and adjusting claims
- Recognize claims by determining claim type-HCFA, Hospital, UB, and/or RX.
Customer Services Representative
ODW Logistics
02.2011 - 06.2014
- Wrote reports and gave oral presentations to keep employees up-to-date on company goals and achievements
- Updated the database with changes in carrier status
- Prepared documents for shipment claims submissions
- Coached 8 other employees and assisted with quarterly performance reviews
- Prioritized order security, accuracy and on-time pickup and delivery
- Communicated with dispatchers, warehouses and customers regarding outgoing orders
- Assigned shipments to carriers in the centralized database
- Took corrective action in the case of accidents and delays to minimize extra expenses.
Office Manager /Sr. CSR
David Allen INC
09.1999 - 12.2011
- Posted receipts to appropriate general ledger accounts
- Monitored payments due from clients and promptly contacted clients with past due payments
- Researched and resolved accounts payable discrepancies
- Coded and entered at least 15 invoices each day into the in-house accounting software
- Reconciled vendor statements and handled payment complaints or discrepancies
- Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.
Education
Associate of Business Administration -
Universidad Nacional Guayaquil
Guayaquil, Ecuador02.1993
High School Diploma -
Colegio National Guayaquil
Guayaquil, Ecuador01.1990
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Scheduling
- Product Knowledge
- Paperwork Processing
- Credit adjustments
- Call triaging
- Shipping and Logistics
- Account Management
- Clerical Support
- Order Processing
- Appointment Scheduling
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Documented and resolved Inventory discrepancy which led to sales.
Personal Information
- Willing To Relocate: True
- Title: Customer Service Representative - Woodstock Percussion Inc
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Woodstock Percussion Inc
03.2018 - Current
Customer Services Rep
United Health Group
10.2014 - 02.2018
Customer Services Representative
ODW Logistics
02.2011 - 06.2014
Office Manager /Sr. CSR
David Allen INC
09.1999 - 12.2011
Associate of Business Administration -
Universidad Nacional Guayaquil
High School Diploma -
Colegio National Guayaquil
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