Summary
Overview
Work History
Education
Skills
Timeline
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Rovinia Ong

Romeoville,IL

Summary

Highly organized import agent with a wealth of experience in effectively managing multiple tasks and handling various issues. Demonstrates exceptional problem-solving abilities, coupled with strong communication and negotiating skills. Proven track record of successfully navigating complex logistics and ensuring seamless import operations. Adept at building and maintaining relationships with key stakeholders, while consistently delivering results in fast-paced and deadline-driven environments.

Overview

16
16
years of professional experience

Work History

Air Import Agent

Yusen Logistics
01.2018 - Current
  • Monitor all shipments from client.
  • Ensure charges are correct for billing accuracy.
  • Contacted customers prior to delivery to confirm and coordinate delivery times.
  • Monitor/track delivery and obtain Proof of delivery.
  • Sent invoices to customer and made follow-up phone calls.
  • Developed long-lasting relationships with key industry contacts in order to stay informed about market trends and emerging business opportunities.
  • Streamlined air import processes by closely monitoring shipment statuses and ensuring timely deliveries.
  • Coordinated with overseas partners for seamless handling of air import shipments and prompt delivery to clients.
  • Handled time-sensitive cargo shipments expertly, ensuring priority delivery to meet critical deadlines for clients.
  • Trained new employees on company best practices for managing air import operations efficiently and effectively.
  • Managed high-volume airfreight consolidations, optimizing space utilization and reducing overall costs.
  • Collaborated with team members to develop efficient operational strategies, enhancing client satisfaction rates.
  • Tracked shipment progress diligently, updating clients on any changes or potential delays in a timely manner.
  • Resolved customer inquiries promptly, fostering positive relationships and increasing client retention rates.
  • Reduced shipment delays with effective communication between carriers, clients, and customs brokers.
  • Ensured accurate documentation for import shipments, resulting in smoother custom clearance procedures.
  • Coordinated and verified proper dispatch of cargo shipments, working closely with different departments to resolve issues.
  • Resolved any customer inquiries or complaints to restore satisfaction.

Customer Contact Representative - Level 3

Acquire Asia Pacific
09.2012 - 03.2017
  • Assisted team lead on reports and meetings.
  • Calibrate team on processes.
  • Assist customers on provisioning issues.
  • Take escalated calls.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Consistently met or exceeded performance goals for call quality, resolution time, and overall customer satisfaction.
  • Verified customer data through phone calls and emails.
  • Maintained up-to-date knowledge of company products and policies to provide accurate information to customers.
  • Collaborated with other callers and representatives to complete tasks.
  • Increased customer retention with personalized service and proactive problemsolving.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Supported colleagues by sharing product knowledge and best practices, contributing to a cohesive team environment.
  • Made follow-up phone calls to customers about general issues.
  • Navigated complex internal systems effectively during calls allowing seamless assistance for customers.
  • Adapted quickly to changes in company policy or procedures while maintaining composure under pressure.
  • Addressed escalated customer concerns with diplomacy and tact, working towards mutually beneficial resolutions.

Customer Service Representative - Collections

Convergys Philippines
06.2008 - 07.2012
  • Answer incoming/outgoing calls.
  • Assist customers on payments.
  • Notify customers of unpaid accounts.
  • Setup payment arrangement based on customer's financial situation.
  • Obtained information to resolve customer inquiries.
  • Informed customers on billing procedures, processed payments and provided assistance to set up payment options.
  • Consulted with customers with issues to determine best methods to resolve service issues in a professional and courteous manner.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Education

Bachelor of Science - Management

Jose Rizal University
Manila, Philippines
2005

Skills

  • Delivery, financial, meetings, processes
  • Motivated self-starter
  • Customer service-oriented
  • Results-driven
  • Fluent in English
  • Incoterms Understanding
  • Shipment Tracking
  • Invoice Processing
  • Teamwork and Collaboration
  • Problem-Solving
  • Attention to Detail
  • Excellent Communication
  • Team Collaboration
  • Reliability

Timeline

Air Import Agent

Yusen Logistics
01.2018 - Current

Customer Contact Representative - Level 3

Acquire Asia Pacific
09.2012 - 03.2017

Customer Service Representative - Collections

Convergys Philippines
06.2008 - 07.2012

Bachelor of Science - Management

Jose Rizal University

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Rovinia Ong