Eugen Ngalim

• Assisted over 90 customers monthly, achieving top-tier satisfaction ratings and high first-call resolution rates.
• Resolved inquiries within one business day, reducing escalations and saving operational costs.
• Collaborated with product improvement teams to recommend innovative products, contributing to revenue growth.
• Achieved high first-call resolution rates by effectively troubleshooting customer inquiries.
• Identified and addressed customer complaints by offering appropriate solutions.
• Conducted outbound calls to follow up on pending customer requests.
• Escalated priority issues effectively, ensuring swift resolution and improved customer trust.

• Maintained facility cleanliness and organization to enhance operational efficiency.
• Collaborated with team members to optimize operational processes.
• Executed preventive maintenance tasks, extending equipment lifespan and minimizing downtime.
• Trained over 10 new associates on safety protocols, boosting compliance and reducing incidents.
• Conducted regular preventive maintenance to ensure equipment reliability.
• Assisted Facility Service Manager with inventory tracking and supply management.

• Facilitated client travel requests as the first point of contact, guaranteeing positive experiences.
• Conducted intricate travel bookings using Travelport, Sabre, and ORXE for greater efficiency.
• Identified problems and coordinated solutions with vendors to ensure swift resolutions.
• Collaborated with external providers to tailor travel arrangements to client specifications.
• Maintained adherence to company policies while prioritizing client preferences.
• Addressed client inquiries and concerns skillfully, enhancing overall satisfaction.
• Built rapport with clients through ongoing communication and trust initiatives.
• Nurtured strong customer relationships via transparent and interactive communication.

• Supervised 32 staff members, improving accountability and team performance through structured delegation.
• Resolved customer service issues through root cause analysis and provided effective solutions that improved overall output.
• Verified and reconciled importer/exporter documentation, reducing errors and ensuring compliance.
• Informed customers about customs laws to foster tax compliance and reduce risks of illicit traffic.
• Participated in improving regional customs office operations through collaborative problem-solving strategies.
• Conducted inspections of cargo to ensure regulatory compliance, preventing smuggling and illicit trade.
• Delivered training on customs regulations, strengthening adherence to compliance protocols.
• Coordinated with law enforcement agencies on investigations tied to customs enforcement actions