Summary
Overview
Work History
Education
Timeline
Generic

MIRANDA FORREST

Foresthill,CA

Summary

Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in logistics with high-volume customer demands.

Overview

5
5
years of professional experience

Work History

Customer Care Representative

Fanueil
Sacramento, CA
10.2019 - 04.2020
  • Answered customer inquiries over the phone and via email.
  • Provided accurate, valid, and complete information to customers.
  • Resolved customer complaints promptly and professionally.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.
  • Escalated unresolved issues requiring further investigation or specialized expertise.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • Delivered customer support to high call load each shift.
  • Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
  • Educated customers where applicable to alleviate need for future contact.
  • Processed customer account changes with proprietary software.

Dispatcher

Maersk Logistics
Sacramento, CA
12.2021 - 09.2024
  • Updated records of driver locations, delays, and cancellations.
  • Provided timely updates to customers regarding their orders or requests.
  • Resolved customer complaints related to service issues or delays.
  • Managed a large volume of phone calls while ensuring accuracy in data entry.
  • Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
  • Participated in team meetings discussing changes in procedures or processes.
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Monitored changes in delivery schedule and communicated changes to customers.
  • Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.

Education

Associate of Applied Science - Paralegal Studies

Heald College - Central Administrative Office
Roseville, CA
06-2012

Timeline

Dispatcher

Maersk Logistics
12.2021 - 09.2024

Customer Care Representative

Fanueil
10.2019 - 04.2020

Associate of Applied Science - Paralegal Studies

Heald College - Central Administrative Office

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MIRANDA FORREST