Lisa Eguia
Addison,TX
Summary
Knowledgeable and dedicated Professional with strong background in import customer service, adept at managing complex logistics and ensuring seamless communication between stakeholders. Skilled in problem-solving, documentation, and regulatory compliance. Known for fostering team collaboration and adapting quickly to changing demands. Dependable and results-driven, capable of delivering high-quality service and support.
Overview
10
10
years of professional experience
Work History
Import Customer Service Representative
Evergreen Shipping Agency
Dallas
09.2021 - Current
- Managed a high volume of daily transactions, ensuring accuracy and efficiency in data entry and recordkeeping.
- Increased customer retention by providing exceptional service and maintaining strong relationships with clients.
- Developed a reputation for dependability and reliability, consistently receiving positive feedback from both clients and colleagues.
- Maintained up-to-date knowledge of customs regulations and tariffs to provide accurate advice to clients regarding import-related matters.
- Supported sales team efforts by providing accurate shipment information and status updates for prospective clients during the sales process.
- Contributed to team success by consistently meeting or exceeding performance targets for key metrics such as response time, case resolution, and customer feedback ratings.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to import shipments.
- Facilitated training sessions for new hires, sharing best practices and knowledge gained from extensive experience in the role.
- Collaborated with internal departments to ensure timely delivery of shipments, improving overall client experience.
- Maintained compliance with government regulations by staying informed on industry updates and adjusting procedures accordingly.
- Streamlined communication between clients and overseas agents for efficient shipment coordination.
- Successfully managed multiple priorities simultaneously while maintaining strict adherence to deadlines under pressure-filled environments.
- Participated in regular team meetings to discuss ongoing projects, share insights, and identify areas for improvement or collaboration among colleagues.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Identified and resolved discrepancies and errors in customer accounts.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
Dispatcher
Evergreen Shipping Agency
Dallas
06.2019 - 09.2021
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Analyzed customer feedback and provided solutions to improve customer service.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Maintained high levels of confidentiality and discretion with sensitive information.
- Negotiated with vendors for better rates on communication equipment, improving budget efficiency.
- Facilitated training for new dispatchers, improving team readiness and performance.
- Adapted quickly to changing situations, ensuring uninterrupted dispatch operations during emergencies.
- Enhanced team morale by fostering supportive and collaborative work environment.
- Answered phone calls and responded to customer emails.
- Scheduled and organized delivery routes.
- Assisted in resolving customer complaints and grievances.
- Communicated with customers to provide delivery updates and resolution.
Export Customer Service Representative
Evergreen Shipping Agency
Dallas, TX
11.2015 - 06.2019
- Fostered strong relationships with international customers, leading to repeat business and increased revenue.
- Collaborated with sales, logistics, and warehouse teams to ensure timely deliveries of export products.
- Provided insights into customer preferences through detailed reporting on sales patterns and product performance analysis.
- Monitored shipment statuses closely and proactively updated clients on potential delays or discrepancies.
- Coordinated with finance teams to manage invoicing processes and resolve payment disputes promptly, maintaining healthy cash flow for the organization.
- Trained new team members on company policies and procedures, resulting in consistent service delivery across the team.
- Developed comprehensive knowledge of trade regulations, tariffs, and customs requirements for various countries, ensuring smooth transactions across borders.
- Managed a high volume of customer inquiries via email, phone calls, or face-to-face interactions daily while maintaining professionalism under pressure.
- Conducted regular follow-ups with clients to gather feedback on service quality, leading to continuous improvement initiatives.
- Cultivated a positive work environment by fostering open communication channels among team members, encouraging collaboration towards achieving common objectives.
- Assisted in the development of standard operating procedures for the Export Customer Service department, increasing overall efficiency.
- Enhanced client satisfaction by efficiently addressing and resolving export-related issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
Education
Bachelor of Science - General Business, Management, Marketing
University of West Florida
Pensacola, FL08.2015
Skills
- Data entry proficiency
- Microsoft office expertise
- Teamwork and collaboration
- Customer service
- Problem-solving skills
- Time management
- Multitasking
- Calm and professional under pressure
- Organizational skills
- Team collaboration
- Reliability
- Effective communication
Timeline
Import Customer Service Representative
Evergreen Shipping Agency
09.2021 - Current
Dispatcher
Evergreen Shipping Agency
06.2019 - 09.2021
Export Customer Service Representative
Evergreen Shipping Agency
11.2015 - 06.2019
Bachelor of Science - General Business, Management, Marketing
University of West Florida