Deanna Rosser
Philadelphia,PA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Transportation industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Participant Services Specialist
The Vanguard Group
02.2024 - Current
- Consistently met or exceeded performance targets related to participant engagement, satisfaction, and overall program success.
- Acted as a liaison between participants and other service providers, ensuring clear communication and effective collaboration.
- Enhanced participant satisfaction by providing timely and accurate information on available services.
- Managed participant inquiries, effectively resolving concerns and addressing any issues that arose during service.
- Managed sensitive personal information with discretion while maintaining adherence to strict privacy regulations and protocols.
Senior Air Import Coordinator
DB Schenker Logistics
02.2018 - 07.2023
- Coordinated shipments of product from country of origin to final destination by both air and land transport.
- Generate the shipment in ERP system(ProCars or Tango) with shipping documents, Mawb, Hawb, commercial invoice and packing list and make sure all details are correct.
- Responded to customs, customer and internal requests and notices about classification, duty rates and documentation requirements to support import regulations.
- Negotiated competitive rates with freight forwarders, ultimately reducing overall transportation costs.
- Tracked shipments processing through customs and other agencies and obtained clearances.
- Resolved invoice discrepancies efficiently, ensuring accurate financial records and prompt payment to suppliers.
- Managed the resolution of customs-related issues, liaising with government agencies to ensure timely release of shipments.
- Developed tracking reports, which alleviated customer calls and boosted time savings.
- Established, supervised and continuously improved import process flows in conformance with rules, procedures, and company policy.
- Managed relationships with international suppliers, fostering strong communication channels for smooth operations.
- Followed SOPs with all customer account actions and data management to keep consistent service levels.
- Maintained open communication with customers and overseas partners to update all parties on order and shipping changes.
- Ensured timely delivery of imported goods by closely monitoring shipment statuses and addressing potential issues promptly.
Health Insurance Producer/ Quality Assurance Analyst (Seasonal)
The Results Companies
10.2014 - 12.2021
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Fixed identified issues to increase productivity and boost workflows.
- Assisted clients in understanding their coverage options, guiding them towards the most suitable plans for their needs.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Assisted customers in navigating online portals or mobile applications for self-service options related to their health insurance accounts.
- Exceeded performance metrics consistently, demonstrating commitment to quality service delivery in a competitive market.
- Improved customer satisfaction by efficiently addressing and resolving health insurance inquiries.
Maintenance Dispatch Coordinator
Sunoco Logistics
01.2017 - 12.2017
- Provided excellent customer service to internal clients, addressing any concerns or needs related to ongoing maintenance activities.
- Streamlined work order processes, implementing a digital system to track maintenance requests and job statuses.
- Reduced equipment downtime by closely monitoring work orders and ensuring timely completion of assigned tasks.
- Played a key role in emergency response planning, ensuring that all staff were adequately trained and prepared for potential disruptions to facility operations.
- Coordinated with external contractors as necessary, overseeing their work quality while adhering to budgetary guidelines set forth by the organization.
- Fostered a positive workplace culture, encouraging open communication and collaboration among maintenance team members.
- Maintained accurate records of completed jobs, allowing for improved analysis of equipment performance trends over time.
Education
Diploma - Medical Assistant
Lincoln Technical Institute
Philadelphia, PA05.2011
Skills
- Dispatch
- Logistics
- Quality Assurance
- Customer Service
- Call Center
- Insurance Sales
- Insurance Verification
- Data Entry
- Administrative Experience
- Microsoft Outlook
- Freight
- Leadership
- Quality assurance
- Salesforce
- Sales
- Transportation management systems (5 years)
- Epic (5 years)
- Content management systems
- Citrix
- ERP systems
- 3PL
- Windows
- Communication skills
- Dispatching
- Microsoft Office
- Customer support
- Customer service
- Phone etiquette
- Administrative experience
- Analysis skills
- Computer skills
- Time management
- Management
- Typing
- Data entry
- Transportation planning
- Supply chain
- Organizational skills
- Manufacturing
- CRM software
- Transportation Management
Assessments
- Customer service, Proficient, 08/01/23, Identifying and resolving common customer issues
- Customer focus & orientation, Proficient, 08/01/23, Responding to customer situations with sensitivity
- Administrative assistant/receptionist, Proficient, 01/01/24, Using basic scheduling and organizational skills in an office setting
- Scheduling, Proficient, 08/01/23, Cross-referencing agendas and itineraries to avoid scheduling conflicts
- Attention to detail, Proficient, 08/01/23, Identifying differences in materials, following instructions, and detecting details among distracting information
- Sales skills, Proficient, 01/01/24, Influencing and negotiating with customers
Timeline
Participant Services Specialist
The Vanguard Group
02.2024 - Current
Senior Air Import Coordinator
DB Schenker Logistics
02.2018 - 07.2023
Maintenance Dispatch Coordinator
Sunoco Logistics
01.2017 - 12.2017
Health Insurance Producer/ Quality Assurance Analyst (Seasonal)
The Results Companies
10.2014 - 12.2021
Diploma - Medical Assistant
Lincoln Technical Institute
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