Kathleen Hinkle
FORT WAYNE,IN
Summary
Dynamic customer care professional with extensive experience in international transportation, excelling in escalation management and customer service excellence. Proven track record in coordinating international relocations and enhancing client satisfaction. Skilled in problem resolution and documentation, ensuring seamless transitions and compliance. Adept at multitasking and organization, driving successful outcomes in fast-paced environments.
Overview
20
20
years of professional experience
Work History
Sr. Customer Care Specialist
Interstate Relocation
06.2021 - Current
- Managed customer door to door by providing clear information, answering questions, explaining processes, providing shipment timelines, advising status updates, and handling escalations with empathy and understanding.
- Coordinated international moving services ensuring a seamless transition from origin to destination.
- Managed price quoting and payment collection while providing personalized customer care.
- Provided customer counseling for completing customs clearance documents.
- Collaborated with global transportation companies to schedule air, ocean and vehicle shipments.
Track & Trace Specialist
Circle Logistics
08.2020 - 06.2021
- Tracked load assignments to ensure on time pick up/delivery of time-sensitive freight.
- Initiated check calls with drivers to enhance communication and service reliability.
- Maintained accurate records including time/date stamps and trailer numbers, ensuring compliance with customer requirements.
- Collaborated with the sales team to provide effective customer solutions and resolve shipment challenges.
International Military DOD Coordinator
Stevens Worldwide
11.2018 - 07.2020
- Coordinated international household goods relocation for military personnel, managing airfreight, household goods and vehicle shipments.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Maintained and updated shipment in Military DPS System
- Arranged origin, destination, and third-party services
- Conducted CSS (Customer Service Satisfaction) follow-up calls to gauge client satisfaction.
International Invoice Audit
Brookfield Global Relocation Services
06.2006 - 03.2016
- Conducted thorough audit of vendor invoices ensuring accuracy and contract compliance.
- Managed the entry of transportation charges and organized invoice documentation in client database.
- Collaborated with vendors to resolve discrepancies and ensure invoice payment in less than 30 days.
- Developed customized reporting to track client specific charges.
Education
Bachelor of Arts - Fine Arts
Franklin College
Franklin, IN05-1987
High School Diploma -
Paul Harding High School
Fort Wayne, IN05-1983
Skills
- Exceptional communication
- Customer feedback analysis
- Escalation management
- Time management
- Multitasking and organization
- Data entry
- Verbal and written communication
- Active listening
- Documentation and reporting
- Problem resolution
- Customer service excellence
Timeline
Sr. Customer Care Specialist
Interstate Relocation
06.2021 - Current
Track & Trace Specialist
Circle Logistics
08.2020 - 06.2021
International Military DOD Coordinator
Stevens Worldwide
11.2018 - 07.2020
International Invoice Audit
Brookfield Global Relocation Services
06.2006 - 03.2016
Bachelor of Arts - Fine Arts
Franklin College
High School Diploma -
Paul Harding High School