Klaudia Volpe

An experienced professional with over 10 years of management, client relations, and program development and implementation. Demonstrates expertise in building connections with clients and problem solving. Great leadership skills, dedicated and dependable worker, and passionate for high quality and efficient work. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.

Daily/Weekly

• Formulate game plan email and advise the team what they need to focus on.
• Manage reports for the team to keep shipments moving or closed out and to keep the client informed. Following up with the completion of these reports an addressing any problem areas.
• Run reports to spot check returns going to the correct location or that we have met client's expectations per the SOP.
• Delegate phone queue and tag teammates in to take calls if needed.
• Action tickets where assistance is needed. This could be from any parts of our department.
• Assist in any AIT HD issues. This ranges from reaching out to the escalation team, coordinators, helping upload shipments correctly to the XLR or fixing trigger issues, etc.
• Address any escalations that come through the team. De-escalating the consignee, finding a solution that best fits their needs, following up with the shipment until delivery.
• Address any escalations that come through our clients. Client emails come in consistently throughout the day and expect quick responses from Leads. The issues range in variety from something that can be easily addressed or things that need more attention and investigation. Follow up to provide solutions and monitor the situation.
• Work on any manifest requests that come in.
• Work on side projects assigned by upper management.
• Build relationships with the team with daily interactions, answering questions, walking the room, providing support if someone is struggling, and providing space to listen if someone is having a difficult time.
• Manage Team 2 and helped guide them to work with the client, helped keep tickets down/addressing overdue if they are behind, checking in with them if they understand the process and providing support if they need help.
• Run weekly meetings for Team 2 with the support of my supervisor.
• Provided topics for team meetings for all the teams.
• Answer and support questions from the beyond team members and redirect back to the customer service team if needed.
• Always come to our leadership meeting prepared and usually have topics so we can have a productive meeting.

Overall

• Worked on material for the team such as the station contact guide, phone schedule, etc.
• Helping to make sure the team is informed of any changes and provide material for them to reference in teams.
• Hosted several training classes to keep the team’s skills up to date.
• Helped restructure training material for new hires to make the material more efficient.
• Built relationships and trust with clients- some on an executive level.
• Became more familiar with the pick-up process so that I could be available for the pick-up team with questions. This gave me experience working on reverse logistics and helped me build stronger relationships with the pick-up team.
• Involved in interview process for new candidates and sometimes ran interviews with the help of a supervisor.
• Helped keep up morale with fun events like potlucks, celebrating birthdays, planning activities for the holidays during the stressful times of Q4.
• Built close relationships with Legacy Select contacts across the board from the customer service team, coordinators, in store team, ops supervisors. I have knowledge on who to reach to escalate a shipment or get an update.
• Regularly checked in with management to report any situations that need to be addressed with the team. This could involve individual teammates that would need to be addressed by a supervisor or just issues with a process that we may need to change overall.