Katelyn Despres
Madison,ME
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Blue Cross Blue Shield of Massachusetts
Quincy, MA
04.2022 - 04.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Export Agent
Expeditors International
Peabody, MA
07.2019 - 05.2021
- Documented waybill data and dimensions and weights of cargo in computer database.
- Obtained competitive rates and space with airlines, steamship lines, railways and trucking companies.
- Processed live animal and perishable shipments in compliance with regulatory guidelines.
- Ensured compliance with international trade regulations, reducing potential legal issues for the company.
- Mitigated risk factors associated with international shipping by developing contingency plans in case of unforeseen events or delays.
- Strengthened relationships with vendors and partners by providing exceptional customer service and support.
- Streamlined communication between clients, carriers, and customs officials for smooth export operations.
- Enhanced client satisfaction by efficiently coordinating export processes and ensuring timely deliveries.
- Followed requirements and regulations for dangerous goods handling.
- Completed AES filings for U.S. Customs exports requirements, prepared letters of credit and put together export declarations.
Customer Solutions Specialist
Verizon Wireless
Peabody, MA
09.2017 - 06.2019
- Managed a high volume of inbound calls, maintaining professionalism and efficiency under pressure.
- Contributed to the overall growth of the company by consistently surpassing sales targets and delivering exceptional customer experiences throughout each transaction.
- Increased client retention through personalized attention and proactive problemsolving.
- Conducted regular follow-ups with customers, solidifying relationships and ensuring ongoing satisfaction.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Collaborated with cross-functional teams to deliver optimal solutions for customers'' needs.
Export documentation, Vessel reconciliation, Export Traffic, VGM
Mediterranean Shipping Company (USA)
Peabody, MA
12.2012 - 09.2017
- Customer service over the telephone and via e-mail
- Provided Manifest for all vessels calling the port of Boston, updating based on shippers master instructions and changes based on customs requirements and laws for all destinations
- Printing original bills of lading
- Compiled the load lists for each of the two ships calling the port of Boston weekly, communicating with Massport, Customs, and the vessel planners located abroad
- Provided rate quotes, and bookings for customers while keeping in mind customs requirements and Import local requirements and laws of the destination ports
- Meeting KPI’s including for speed at which rate quotes and bookings are given
- Monitoring the lifting of cargo loaded out of the Port of Boston, compiled a report for Trade managers in corporate and Sales based on commodities and their peak seasons
- Calling to check with local customers to find out how our services are meeting their needs and to help be a liaison between the customer and sales for negotiating better rates based on volume
- Monitor Verified Gross Mass received for all U.S
- Ports of Loading Nationwide to be sure every container loaded is loaded with a VGM which is a new Cost Guard SOLAS regulation
Scheduling Coordinator/ Administrative Assistant
Long and Leahy Law Office
Boston, MA
12.2009 - 11.2011
- Received diary and distributed court notices daily
- Manage and update schedules of eleven Workers’ Compensation attorneys daily upon receipt of email letter and fax updates
- Coordinate scheduling with opposing counsel offices, Various state court offices, and directly with defendants
- Researched claims
- Provided office switchboard coverage
- Training new Calendar Clerk
Consultative Sales Associate
Sears Holdings Corporation
Saugus, MA
06.2006 - 11.2009
- Provided exceptional telephone and direct customer service
- Contributed to operational goals via active solicitation of credit accounts
- Commission sales for in store and online purchases
- Coached new employees using value-adding direct sales techniques
Education
High School - College Preparatory Program
LYNN ENGLISH HIGH SCHOOL
Lynn, MA06.2007
Skills
- Microsoft Word
- Excel
- Powerpoint
- Windows
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Relationship building
- Conflict resolution
- Computer proficiency
- Professional telephone demeanor
- Scheduling
- Follow-up skills
Community Service
- Lynn Shore Little League
- Toys For Tots
- North Shore Swim Club
- American Foundation for Suicide Prevention
Timeline
Customer Service Representative
Blue Cross Blue Shield of Massachusetts
04.2022 - 04.2023
Export Agent
Expeditors International
07.2019 - 05.2021
Customer Solutions Specialist
Verizon Wireless
09.2017 - 06.2019
Export documentation, Vessel reconciliation, Export Traffic, VGM
Mediterranean Shipping Company (USA)
12.2012 - 09.2017
Scheduling Coordinator/ Administrative Assistant
Long and Leahy Law Office
12.2009 - 11.2011
Consultative Sales Associate
Sears Holdings Corporation
06.2006 - 11.2009
High School - College Preparatory Program
LYNN ENGLISH HIGH SCHOOL