Cecilia Mota
Roselle
Summary
Dynamic customer service professional with extensive experience at UPS and Emery Freight Forwarding. Proven track record in enhancing client satisfaction and streamlining export documentation processes. Skilled in customs compliance and complaint handling, I excel in fostering relationships and resolving issues efficiently, contributing to increased revenue and operational efficiency.
Overview
34
34
years of professional experience
Work History
Customer Service Representative
UPS
10.2007 - Current
- Coordinated with freight forwarders to optimize shipping solutions.
- Resolved customer inquiries regarding order status and logistics issues.
- Streamlined communication between sales, logistics, and customers to enhance service quality.
- Implemented process improvements that reduced shipment delays significantly.
- Led initiatives to ensure adherence to regulatory requirements in export operations.
- Mentored junior staff on best practices in customer service and export procedures.
- Collaborated with sales, logistics, and warehouse teams to ensure timely deliveries of export products.
- Enhanced client satisfaction by efficiently addressing and resolving export-related issues.
- Assisted in the development of standard operating procedures for the Export Customer Service department, increasing overall efficiency.
- Managed a high volume of customer inquiries via email, phone calls, or face-to-face interactions daily while maintaining professionalism under pressure.
- Prepared accurate shipping documentation to ensure compliance with international regulations and avoid costly penalties or delays.
- Monitored shipment statuses closely and proactively updated clients on potential delays or discrepancies.
- Developed comprehensive knowledge of trade regulations, tariffs, and customs requirements for various countries, ensuring smooth transactions across borders.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Identified and resolved discrepancies and errors in customer accounts.
- Managed timely and effective replacement of damaged or missing products.
- Trained staff on operating procedures and company services.
Export Customer Service Representative
Emery Freight Forwarding
03.1992 - 09.2005
- Managed export documentation and compliance for international shipments.
- Fostered strong relationships with international customers, leading to repeat business and increased revenue.
- Advanced language skills enabled stronger communication with international clients and facilitated the expansion of export markets.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma -
East Side High School
NewarkAssociate of Science - Business Administration
St Peters University
Jersey City, NJ06-1988
Skills
- Customer service
- Complaint handling
- Paperwork processing
- Documentation
- Administrative support
- Document control
- Shipping and logistics
- Customs compliance
- Data entry
- Export documentation
- Freight forwarding experience
- Multitasking Abilities
- Warehouse operations
- Product labeling
Timeline
Customer Service Representative
UPS
10.2007 - Current
Export Customer Service Representative
Emery Freight Forwarding
03.1992 - 09.2005
High School Diploma -
East Side High School
Associate of Science - Business Administration
St Peters University