Customer Service
Katie Hirschman
Cma Cgm
Chesapeake,VA
Work Preference
Desired Job Title
Customer Service RepresentativeExecutive Administrative AssistantCustomer RepresentativeWork Type
Full TimeLocation Preference
RemoteImportant To Me
Career advancementWork from home optionHealthcare benefitsSummary
Results-driven Customer Service Representative with a strong background in client relations. Skilled in establishing rapport and enhancing customer satisfaction, contributing to business growth. Committed to fostering partnerships and supporting team objectives.
21
years of professional experience
Work History
Customer Service Representative
3 Years 10 Months- Enhanced customer satisfaction by resolving issues with knowledgeable and friendly service.
- Updated customers on vessel delays, schedule changes, and transit updates, enhancing their overall shipping experience.
- Resolved service issues for shippers, consignees, and sales teams, ensuring seamless communication and support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Handled customer inquiries regarding ocean freight bookings and shipment status, ensuring timely and accurate information delivery.
- Coordinated container updates with operations, terminals, and inland partners to provide timely information to customers.
- Collaborated with other departments to resolve complex issues, delivering tailored solutions that addressed specific customer needs.
Customer Service Specialist III
1 Year 7 Months- Resolved customer escalations by researching case issues and guiding representatives to effective solutions, enhancing customer satisfaction.
- Managed customer escalation cases and guided representatives through research for complex issues.
- Resolved customer escalations by providing research support for representative casework.
- Gather and review information to resolve inquiries and document case details accurately.
- Collect and analyze information to resolve inquiries and record updates in system documentation.
- Deliver accurate inquiry resolution by gathering information and documenting findings appropriately.
- Processed 401(k) transactions and supported defined benefit pension participants by communicating resolution options clearly, ensuring compliance across multiple case systems.
- Completed 401(k) transactions and assisted participants with defined benefit pension plan questions.
- Provided support to participants regarding 401(k) transactions and pension plans by addressing inquiries and guiding them through processes. for 401(k) transactions, defined benefit pension plans, and retirement case administration through timely system updates and clear resolution options.
Customer Representative
7 Months- Addressed customer inquiries promptly by phone and in store to ensure a positive experience.
- Cultivated customer relationships to boost satisfaction and drive repeat business.
- Designed product displays to maximize merchandise visibility and promote goods and services effectively.
- Closed store by securing the location, preparing bank deposits, verifying cash drawers, and filing end-of-day paperwork.
- Supported unloading process of incoming merchandise deliveries merchandise shipments at the loading dock.
Customer Service Analyst
14 Years 1 Month- Managed customer-related issues and addressed escalation calls, ensuring timely resolutions and enhancing customer satisfaction
- Resolved customer escalations and supported representatives in researching complex cases
- Provided functional guidance and training to co-workers, fostering independent problem-solving and improving team capability
- Facilitated tailored training sessions for new hires, focusing on client-specific needs.
- Supervised 20 employees across two projects for Prudential, ensuring effective collaboration.
- Updated vendors on COBRA eligibility and enrollment status, maintaining compliance and facilitating seamless service for customers
- Managed processing of death notifications and packages to ensure timely support for beneficiaries. for Pension and Health and Insurance beneficiaries as a support team specialist
- Work with Defined Benefit Administration calculation representatives and escalations
- Oversee client contact for transition to a new plan administrator
Executive Administrative Assistant
8 Months- Supported daily operations by handling vendor payments, calculating restaurant budgets, and managing inventory to maintain operational efficiency
- Utilized QuickBooks software to manage financial records for two restaurants and home office. for two restaurants and home office, processing invoices and bills, calculating budgets, performing cost analysis, and conducting inventories
- Managed switchboard operations to direct incoming calls efficiently and assisted customers with complaints.
- Created an organized filing system for material orders and record maintenance to streamline document retrieval
- Created an innovative advertisement and menu design
Education
Certification - Medical Insurance Billing and Coding
Obtained Certification in Medical Insurance Billing and Coding
Diploma
High School Diploma
Skills
Logistics coordination
Escalation management
Attention to detail
Effective communication
Logistics management
Data management
Customer relationship management
CRM software proficiency
Time management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Cma Cgm
11.2022 - 09.2026
Customer Service Specialist III
Conduent
03.2021 - 10.2022
Customer Representative
Firestone Complete Auto Care
08.2020 - 03.2021
Customer Service Analyst
Conduent
06.2006 - 07.2020
Executive Administrative Assistant
Keagan's Restaurant Group
10.2005 - 06.2006
Allen School of Health Sciences
Certification from Medical Insurance Billing and Coding
Frank W. Cox High School
Diploma