Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Denise Alejandre

Spring

Summary

Organized and communicative professional with over 15 years of experience in customer experience roles, handling Imports and Exports logistics. Knowledge of Microsoft office Suite and reporting. Fast adaptability to new projects. Strong problem resolution mentality. Previous experience with Ocean carrier, Maersk Air, Damco logistics. Fortunate to be able to see both sides Carrier and freight forwarding side. Eager to keep learning and excited to utilize my skills in a new role. I am a fast learner, very dedicated and self-motivated. Providing the best Customer service is my goal all the time and I go above and beyond to make this happen. I love working with teams, love learning from my colleagues and sharing knowledge as well. I am very focused and can work alone or with teammates.

Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.

Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Sr. Customer Experience Partner

Maersk logistics
12.2023 - Current
  • The Program Specialist will be responsible for providing the proactive feedback and recommendations on handling, control, and communication for all aspects related to a specific customer's Program
  • Communicate to the customer where required as a single point of contact in support to the Operations, IT, and Program Manager
  • Receive and compile daily report for specific customers
  • Prepare weekly update for Customers to send to management regarding the week activity
  • Reviewing Customer Milestone Accuracy and Timeliness weekly report and direct corrective measures to the operations, as well follow the events have been updated before the end of the week
  • Investigating missing milestone cases, raise IT tickets and work with IT to fix the issue.Work with IT for Tickets raised by the facility that need escalation and immediate support
  • Weekly Performance Analysis for Transload and Dray (From ATA to Gate Out, Gate out to Delivery, Gate in to Open, Open to Tender, Tender to Pick up) across all sites to understand the current performance to share with Customers the overall lead time
  • Identify operational issues raised by Customers, update operations OIL List and work with facility to do process observation and find the root cause of the problem
  • Provide recommendations of changes needed and support PM to raise to management for necessary action
  • Participate in the Weekly Customers IT OIL List meeting to understand Developments that are in progress and support PM where required

Senior Customer Support

Maersk ecommerce
01.2022 - 12.2023
  • Providing Great customer service experience via chat for ocean import & export
  • Fats passed environment with little supervision
  • Fast decision making and multitasking skills were required and mastered
  • Use first point contact resolution to ensure customer issue was resolved
  • Minimized escalation as we try to resolve all possible on our end
  • Assisted with SOP of processes to guide the team and develop strengths from weaknesses
  • Currently responsible for CSAT reporting where we find the areas that need improvement via report calculations and guide the team with feedback that will help with performance
  • Provide customer the support that they need and encourage them to benefit from our self-service portal when possible
  • Can work supervised or unsupervised, very reliable and responsible

Import/Export Operations

Maersk line
09.2020 - 12.2021
  • In charge of import and export operations from end-to-end business from loading to delivery
  • Worked transloads and special project with special volume accounts
  • Task involved creating bookings with airlines, selecting CFS and tracker to move cargo from origin to destination
  • Create Paperwork to tender to airlines
  • Track and trace and update milestones for customer
  • Track and trace and provide updates
  • Through the pandemic I was customer service escalation point
  • Primary point of contact for vendors, carriers and Program managers for different accounts
  • Handles high escalations from customers and processed reports to guide our operations with the high demand of orders we were handling through pandemic
  • Assisted with AES audit projects and ensured all AES meet compliance rules

Ocean Import Customer Service and Operations

Damco
05.2018 - 06.2020
  • Track and trace status for customers, created reports to ensure KPI are meet and cargo is moving as planned
  • Handled End to end providing updates
  • Duty is to ensure operations ran smooth up to delivery point
  • Providing visibility of active shipments to Customer, finding resolutions to any problems that arise, working with the correct escalations points to get the issue resolved when escalations are needed
  • Managing multiple vendors per different mode requested by customer
  • Managing accounts activity and reporting with little to no supervision and making time sensitive decision when needed
  • Handled some LCL cargo, transloads and ocean

Customer Service Care Representative

Maersk line
03.2017 - 05.2018
  • As a customer service care representative, I am the customers primary point of contact with any question or issues they may encounter from loading to delivery
  • Managed multiple accounts reefer and dry containers
  • Able to work with multiple teams' examples of them are finance and origin Team, also diversions team and dispatch to name a few, this is to avoid my customer from encountering any issues with their shipments
  • If any delays are encountered, my responsibility was to make sure my customer was aware of the delays, being their first contact for everything, customer service- and built such a great relationship with them
  • I ran reports to stay informed and have them informed of any holds or any issues, and customers appreciated the dedication, also this diminishes the amount of last-minute issues encountered along with unnecessary detention and demurrage charges as well

Customer Service Front Line

Maersk line
03.2016 - 03.2017
  • Took all front-line calls, processed, and escalated accordingly
  • Fast passed processing of incoming calls
  • Meeting KPI and limiting Rona's
  • Taking ownership of customer request to avoid escalations

Export Customer Service

TEMP FINDERS-Maersk line
05.2015 - 02.2016
  • Hired to provide customer service with incoming and outgoing calls
  • Recruited for a project to convert customer from booking on the phone and via email to using the website
  • When we started project was at 24% now is at 89%
  • Responsible for guiding customers through the website from registration to bookings
  • Also getting customers back on the web when encountered with an error message in charge of trouble shooting for customer

Buyer

PACIFIC WIRE
01.2014 - 01.2015
  • Recruited to provide sourcing expertise, implement cost reduction measures, and manage supplier relationships
  • Maintain supplier databases and supplier evaluations based on service, quality, price and delivery
  • Gather information relative to source selection and competitive bidding situations on pertinent parts, supplies and services
  • Follow all laws and regulations pertaining to purchasing, including company's purchasing policies and procedures
  • Manage resolution of receiving, invoice and claims problems and complaints arising from purchase orders
  • Complete data entry, invoice processing, and purchase order expediting functions
  • In charge of employee check-in and check-out procedures
  • Known and recognized for providing excellent service to customers on a daily basis
  • Identify continuous improvement opportunities to enhance quality output, boost production times, and slash operational costs
  • Successfully negotiate pricing and terms, develop and monitor contracts, and ensure competitive pricing, quality and on-time delivery of raw materials
  • Perform follow-up services to ensure suppliers fulfill purchases in an effective, efficient and timely manner

Customer Service Representative

AB CONSTRUCTION
01.2008 - 01.2013
  • Provided insightful customer account management and troubleshooting expertise
  • Expertly managed wide variety of job responsibilities daily, including coordination of incoming and outgoing customer service calls, accounting, data entry, invoice processing, and handling of material inventory control functions
  • Effectively handled multi-faced job responsibilities in a high volume and fast paced work environment
  • Accountable for consistently maintaining an exemplary customer service record and meeting all company goals and expectations along with all state and federal guidelines

Education

No Degree -

ICDC
Van Nuys, CA
04-2005

Skills

  • Excel reporting
  • Problem-solving
  • Front-end and back-end office operations
  • Values and organizational objectives
  • Strategic planning
  • Operations management
  • Company processes and procedures
  • Conflict resolution
  • Data analysis
  • Workflow optimization
  • Active listening
  • Mentoring and coaching
  • Excellent communication
  • Building trust and relationships
  • Investigation skills
  • Document filing

Certification

PMP Certificate, Ongoing

Languages

Spanish
Full Professional
English
Full Professional

Timeline

Sr. Customer Experience Partner

Maersk logistics
12.2023 - Current

Senior Customer Support

Maersk ecommerce
01.2022 - 12.2023

Import/Export Operations

Maersk line
09.2020 - 12.2021

Ocean Import Customer Service and Operations

Damco
05.2018 - 06.2020

Customer Service Care Representative

Maersk line
03.2017 - 05.2018

Customer Service Front Line

Maersk line
03.2016 - 03.2017

Export Customer Service

TEMP FINDERS-Maersk line
05.2015 - 02.2016

Buyer

PACIFIC WIRE
01.2014 - 01.2015

Customer Service Representative

AB CONSTRUCTION
01.2008 - 01.2013

No Degree -

ICDC
Denise Alejandre