Molly Burleson
Miramar,Florida
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Management Team Manager
Worldwide Cargo Transport
01.2021 - Current
- Develop and support a team to encourage continuous learning and career development
- Work with internal customers to revise and update processes when there are gaps to provide a more conducive workflow for our department and providing better customer resolutions
- Train new hires and provide the needed guidance to them and the team
- Handle and resolve escalations when needed for the team and work to find the root causes to ensure they do not happen again
- Work to check that the contracts are updated correctly and timely with FMC and internal systems to ensure invoice quality
- Demonstrate high levels of analytical and problem solving abilities for logistics functions from POL to POD
- Manage a team of seven and work to streamline processes among the team and with other departments
- Promote positive relations with Sales and Contract Team
- REWRITE:
- Spearhead the development and empowerment of a team, fostering a culture of relentless learning and progressive career advancement
- Collaborate closely with internal stakeholders to revamp and refine processes, bridging gaps and orchestrating a seamless workflow that optimally serves our department and enhances customer conflict resolutions
- Instruct and mentor new recruits, imparting essential guidance to both individuals and the collective team
- Resolve and defuse escalations efficiently, probing to unearth underlying triggers and architecting preventive measures to forestall their recurrence
- Oversee the meticulous and punctual updating of contracts within FMC and internal systems, safeguarding the integrity of invoicing
- Exhibit mastery in analytical prowess and problem-solving, navigating intricacies of logistics spanning from POL to POD
- Command a team of seven, streamlining operations internally and externally, thereby enhancing overall efficiency
- Foster and cultivate a culture of harmonious collaboration between Sales and the Contract Team, nurturing a positive synergy that augments the collective mission
- Cultivate and empower a team, fostering a culture of perpetual learning and career advancement
- Collaborate with internal stakeholders to restructure and enhance processes, bridging gaps for a more streamlined departmental workflow and enhanced customer issue resolution
- Instruct and mentor new recruits, furnishing essential guidance to both individuals and the collective team
- Mediate and resolve escalated situations, diligently investigating root causes to avert recurrences and ensuring enduring solutions
- Oversee the accuracy and timeliness of contract updates within FMC and internal systems, safeguarding invoice precision
- Showcase exceptional prowess in analysis and problem-solving across logistics operations spanning from point of origin to final destination
- Supervise and optimize a team of seven, harmonizing procedures internally and externally
- Foster constructive rapport with the Sales and Contract Team, nurturing positive interdepartmental relationships
- REWRITE, Sector
- International Shipping and Logistics Field
- Global Goods Movement Industry
- International Freight Conveyance Sector
- Worldwide Cargo Shipping Domain
- Global Logistics and Transportation Market
- International Trade and Freight Transport Sphere
- Worldwide Shipment and Distribution Industry
- Global Cargo Haulage Business
- International Freight and Transportation Arena
Management Specialist
Sealand
01.2019 - 01.2021
- Develop, expand and improve commercial relationships with Sealand customers by interacting with them directly and working internally to resolve and implement plans to enhance the customer experience
- Work closely with Account Executives and support them in handling disputes, rating issues, assisting the customer with any issues they may have
- Execute commercial strategy for better internal and external use
- Manage, follow-up and respond timely and accurately to pricing, service and general information inquiries by customers
- Update Salesforce.com with commercial information by utilizing all the Sealand systems
- Constantly monitor, report and take corrective actions in order to minimize the amount of disputes and resolving customer’s balance issues
- Investigating invoicing errors and connecting with other Maersk teams to provide a resolution efficiently and accurately
- Assist & support Sales Manager in all commercial related activities by working as a team and handling our own individual workload
- Actively engage in sales of e-commerce
- Update correct and timely the sales & customer support systems to obtain correct invoicing
- Working closely with teams to develop better processes and expedite resolutions and provide a better customer experience
- Help fellow employees with resolutions and escalated issues to direct and solve
- Work on developing processes with other teams to become more efficient and proficient, that will or may implement change that result in better invoice quality, customer satisfaction, and allow teams to focus on other duties.
Management Specialist
Maersk
01.2017 - 01.2019
- Develop, expand and improve commercial relationships with Maersk Line’s customers by interacting with them directly and working internally to resolve and implement plans to enhance the customer experience
- Work closely with Account Executives and support them in handling disputes, rating issues, assisting the customer with any issues they may have
- Execute commercial strategy for better internal and external use
- Manage, follow-up and respond timely and accurately to pricing, service and general information inquiries by customers
- Update Salesforce.com with commercial information by utilizing all the Maersk Line systems
- Constantly monitor, report and take corrective actions in order to minimize the amount of disputes and resolving customer’s balance issues
- Investigating invoicing errors and connecting with other Maersk teams to provide a resolution efficiently and accurately
- Assist & support Sales Manager in all commercial related activities by working as a team and handling our own individual workload
- Actively engage in sales of e-commerce
- Update correct and timely the sales & customer support systems to obtain correct invoicing.
Import Stars Customer Service Representative
CMA CGA
01.2014 - 01.2017
- Provide high quality, courteous and professional service to the organization’s NVO customers
- Communicate daily with internal and external customers prior to freight/transportation issues arising
- Notify customers of possible delays, rolled cargo and possible cargo release concerns
- Ensure high level customer satisfaction by answering customer calls or emails in a courteous and professional manner
- Provide information to customers related sailing schedules, equipment availability, container status, cargo routing, and shipment rates as needed
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Develop and maintain professional business relationship with the sales and account team
- Research and follow-up on customer issues regarding import shipments timely
- Maintain a positive mental attitude while working in complex, distress or emergency situations
- Coordinate cargo or freight transport logistics by land, sea, railway or other delivery methods
- Prepare daily shipment tracking reports for internal and external usage
- Monitor intermodal containers from discharge until empty return of cargo
- Monitor pre clearance of cargo for on dock rail movement working closely with the documentation team, CBP, intermodal, and ABI
- Research and process CODs and rate disputes when necessary
- Conduct cargo/freight tracking investigative analysis of problem customer shipment and identify possible resolutions
- Coordinate with customers, account representatives, and truckers to ensure timely delivery
- Submit accurate reporting documentation of commodities aboard cargo or transportation vessels
- Coordinate customer hazardous shipments and claims
- Adhere to standard operating procedures in performing transport shipping functions
- Perform a range of administrative duties for internal and external shipping customers
- Prepare daily customized tracking reports for premier customers for internal use
- Act as the liaison for internally/externally customers and overseas offices
- Validate national and international rates per the SVC and assist in preparation of vessel statement invoicing.
Premier Travel Consultant
Freedom Travel
01.2013 - 01.2014
- Utilize professional selling skills to identify clientele travel needs
- Manage travel accommodations from initiation of travel bill to finale reconciliation
- Build on customer relationships based on trust, organization, and integrity
- Handle travel issues in an expedient manner
- Provide outstanding customer service through product knowledge, industry news and destination expertise
- Establish sales and marketing opportunities to include, walk-ins, outbound client calling, client retention, self-marketing and customer referrals
- Handle large financial transactions during daily closeouts.
Education
BA - Fashion and Retail Merchandising
The Art Institute of Virginia Beach
Virginia Beach, VAAS - Business Management
Tidewater Community College
Norfolk, VAAAS - Graphic Design
Tidewater Community College
Norfolk, VADegree - undefined
2012
Degree - undefined
2008
Degree - undefined
2004
Skills
- Client Base Retention
- Data Communications
- Systems Quality Assurance
- Quality Control Standards
- Customer Order Management
- Interdepartmental Collaboration
- Process Improvement Initiatives
- Personnel Management
Accomplishments
- Pursuing visionary opportunities within the dynamic realm of global freight transportation, catering to a diverse spectrum of esteemed international clientele
- Craft a holistic and unparalleled shipping odyssey, characterized by a paramount dedication to customer-centricity, operational finesse, precision, and punctuality
- Emerge as a vanguard of customer service excellence within the import/export domain, seamlessly harmonizing and amplifying virtuoso service, interpersonal adeptness, and cross-dimensional cognizance throughout the organizational fabric
- Galvanize the cultivation of unwavering organizational acumen, masterful temporal governance, and an exalted echelon of analytical prowess, synergistically converging to fulfill the venerated mission of our global entity.3
- Embarking on a quest for formidable opportunities within the expansive realm of global freight transportation, catering to a diverse spectrum of esteemed international clientele
- Sculpting a holistic odyssey in shipping, meticulously crafting an epoch of service that orbits around the customer, adorned with efficiency, precision, and punctuality
- Emanating as a harbinger of customer service in the theater of import and export, nurturing an environment where the seeds of unparalleled customer service, interwoven communication, and worldly awareness flourish organically, both within and beyond the organizational tapestry
- Advocating for the exaltation of organizational prowess, the mastery of time's embrace, and a zenith of analytical acumen, all harmoniously choreographed to fulfill the grand mission of a worldwide endeavor
- Pursuing visionary positions within the dynamic realm of global freight transportation, catering to a diverse spectrum of esteemed international clientele
- Sculpting a comprehensive shipping odyssey, meticulously crafted to epitomize customer-centricity, streamlined efficiency, unwavering precision, and punctual excellence
- Embarking as a vanguard of customer service in the intricate tapestry of import/export domains
- Orchestrating the crescendo of flawless customer interactions, fostering seamless interplay both within and beyond the organizational confines
- Advocating the mastery of organizational finesse, temporal virtuosity, and a pinnacle of analytical acumen, synergistically employed to fulfill the overarching mission of our global enterprise
Timeline
Management Team Manager
Worldwide Cargo Transport
01.2021 - Current
Management Specialist
Sealand
01.2019 - 01.2021
Management Specialist
Maersk
01.2017 - 01.2019
Import Stars Customer Service Representative
CMA CGA
01.2014 - 01.2017
Premier Travel Consultant
Freedom Travel
01.2013 - 01.2014
BA - Fashion and Retail Merchandising
The Art Institute of Virginia Beach
AS - Business Management
Tidewater Community College
AAS - Graphic Design
Tidewater Community College
Degree - undefined
Degree - undefined
Degree - undefined
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