MARCELLOUS L MAPP JR

• Supervised daily operations to ensure compliance with safety and performance standards.
• Coordinated logistics and shipping processes to optimize freight movement efficiency.
• Trained and mentored team members on operational procedures and best practices.
• Implemented process improvements that enhanced workflow and reduced turnaround times.

Resolved customer inquiries on international shipment tracking, enhancing customer satisfaction.

Evaluated and processed shipment tracking requests, ensuring timely updates for clients.

Provided expert guidance on Bill of Lading documentation to prevent shipment delays.

Verified accuracy of shipping documents, maintaining compliance with international shipping regulations.

Analyzed operational reports to identify trends, optimizing support processes for customer inquiries.

Collaborated with team members to meet key performance indicators for email response times.

Facilitated training sessions for new team members on tracking systems and documentation procedures.

• Achieved high customer satisfaction by efficiently resolving inquiries and issues.
• Enhanced service delivery through collaboration with cross-functional teams.
• Improved team performance by mentoring new members in a supportive environment.
• Identified trends in customer feedback, leading to improved service protocols.
• Monitored operational reports for the West Coast and Gulf region effectively.
• Supported timely KPI achievement for customer email inquiries through collaboration.

• Enhanced customer interactions by developing consistent staff training materials.
• Improved response times by implementing high-volume call management strategies.
• Increased retention rates through proactive customer engagement initiatives.
• Resolved complex financial inquiries efficiently, ensuring customer satisfaction.
• Optimized service quality while managing a high volume of incoming calls.