Jacqueline Brakhane

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services and company information.
• Provided primary customer support to internal and external customers.
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Consulted with outside parties to resolve discrepancies and create expert solutions.
• Investigated and resolved customer inquiries and complaints quickly.
• Responded proactively and positively to rapid change.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Delivered prompt service to prioritize customer needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Trained new personnel regarding company operations, policies and services.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Communicated professionally with colleagues, freelancers and clients.
• Cross-trained and backed up other customer service managers.

• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Consulted with outside parties to resolve discrepancies and create expert solutions.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Developed community reputation through commitment to customer satisfaction and strong client relationships.
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests for products, services and company information.
• Cross-trained and provided back up for customer service managers.
• Investigated and resolved customer inquiries and complaints quickly.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Maintained up-to-date knowledge of product and service changes.
• Trained new personnel regarding company operations, policies and services.
• Responded proactively and positively to rapid change.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Delivered prompt service to prioritize customer needs.
• Sought ways to improve processes and services provided.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Receives move information from clients (federal government and/or corporate entities.)
• Assists in the coordination of the entire relocation move process, provides or obtains required data/documents for entry into applicable databases, and ensures that transportation service providers and/or agents meet or exceed defined expectations.
• Communicates with customer on details of their move.
• Reviews and responds appropriately to military customer service comments received on the CSS surveys
• Managed 3127 shipment in the last year, maintaining an 86% CSS score.
• Performs variety of other duties as assigned.

• Coordinates workflow within assigned region and team ensuring essential tasks are accomplished.
• Responsible for bookings, closing rations, and profitability of assigned region consisting of United and Mayflower agents.
• Constructs and adjudicates competitive and accurate rate quotations and shipment routings.
• Quotes rates to agencies and maintains region profitability to meet department goals.
• Reviews invoices from underlying services provided which exceed projected costs and furnishes International Revenue Accounting with payment/billing instructions (Exception Resolution).
• Coordinates movement of shipments by underlying carriers.
• Ensures shipments are moved via quoted services .
• Update shipment status reports to booking agents (provides Move Management services to booking agents per Booking Agent Cycle of Service).

• Ensures that shipments are moved via quoted services
• Guaranteed positive customer experiences and resolved all customer complaints.
• Issues shipment status reports to booking agents, national accounts, and customers.
• Explains procedures to the agent family as it relates to performance as origin or destination agent.
• Answers inquiries from agents, national accounts and customers.

Explains overseas customs regulations to agents, national accounts, and customers.

• Ensures that proper documentation is received and correctly distributed.
• Explains documentation policies as required to assist department.
• Performs document support duties as required to assist department coordinators.
• Prepares documents and forwards appropriate shipping papers to proper parties.
• Prepares outgoing mail and courier packages for assigned team to ensure timely delivery of documents.
• Performs variety of other duties as assigned.
• Cross-trained and provided back-up for other customer service representatives when needed.
• Worked under strict deadlines and responded to service requests and emergency call-outs.
• Successfully interacted with customers to expedite proper documentation was completed.