Bertha A Frausto
El Paso,TX
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
28
28
years of professional experience
Work History
Senior Customer Service Coordinator
United Parcel Service, UPS
04.2002 - 06.2022
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Engaged clients in person and over phone to answer questions and address complaints.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Coordinated customer service responses for high-value customers with complex issues as leading representative of Airfreight team.
- Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Cross-trained and provided backup support for organizational leadership.
Dispatch Supervisor
Emery Worldwide
06.1994 - 04.2002
- Directed dispatching, routing, and tracking of 15 fleet vehicles.
- Supervised team of 12 employees and provided training focused on maximizing overall performance.
- Determined number of man hours required to complete assignments after reviewing scope of each project.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals.
- Evaluated and adjusted over 12 routes based on daily needs, available workers, traffic hazards, and weather conditions.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
Education
Bachelor of Science - Management/ Human Resource
Park University
Fort Bliss, TX06.2007
High School Diploma -
Bel Air High School
El Paso, TX05.1975
Skills
- Coaching and mentoring
- Interpersonal communications
- Customer Relations
- Report preparation
- Service standard compliance
Languages
Spanish
Native or Bilingual
Timeline
Senior Customer Service Coordinator
United Parcel Service, UPS
04.2002 - 06.2022
Dispatch Supervisor
Emery Worldwide
06.1994 - 04.2002
Bachelor of Science - Management/ Human Resource
Park University
High School Diploma -
Bel Air High School
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