Thomas Kelley
Oakwood Hills,IL
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 34 years of experience in US Customs clearance, system support and customer service. Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in the US Customs clearance process including release, entry summary processing, ACH Duty payment, PGA filing, EDI Processing and working in 24/7 uptime environment. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
35
35
years of professional experience
Work History
Senior Support Analyst
DHL Global Forwarding
06.1997 - 11.2023
- Provided Customs House Brokerage support to 60 locations and over 800 users throughout the United States
- Improved customer satisfaction by providing timely effective technical support to users
- Increased client satisfaction by providing timely and accurate shipment updates along with documentation assistance.
- Deployed software and hardware updates and patches to increase speed and performance.
- Solved complex technical issues for clients, resulting in increased system efficiency and reduced downtime.
- Collaborated with cross-functional teams to develop and implement solutions, streamlining processes and enhancing productivity.
- Managed multiple high-priority projects simultaneously, ensuring timely delivery and completion of each task.
- Conducted comprehensive software testing to identify bugs and recommend improvements, increasing overall system performance.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Proved successful working within tight deadlines and a fast-paced environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Customs Brokerage Representative
DHL Global Forwarding
08.1996 - 06.1997
- Streamlined customs clearance process by thoroughly reviewing import documents and ensuring accuracy.
- Reduced shipment delays for clients by promptly addressing any issues with customs authorities.
- Improved client satisfaction by providing timely updates on shipment status and resolving any concerns.
- Ensured compliance with all government regulations, minimizing risk of penalties or fines for clients.
- Collaborated with carriers and shipping partners to coordinate efficient cargo movement across international borders.
- Demonstrated expertise in classification and valuation procedures to accurately determine duties and taxes owed on imported goods.
- Managed 30 to 35 calls and emails daily.
Customs Brokerage Representative
Hoglund & Moyles
12.1988 - 06.1996
- Managed import documentation, guaranteeing accurate submissions to government agencies.
- Collaborated with carriers and shipping partners to coordinate efficient cargo movement across international borders.
- Lawfully cleared merchandise through customs per client and government requirements.
- Coordinated with shipping and transport companies on behalf of clients.
- Tracked shipments processing through customs and other agencies and obtained clearances.
- Developed and maintained relationships with customs brokers, freight forwarders and customers.
- Prepared and submitted Harmonized Tariff Schedules (HTS) codes to US Customs.
- Ensured timely duty payments to US Customs
Education
High School Diploma -
West Aurora High School
Aurora, IL06.1981
Skills
- Incident Management
- Creative Issue Resolution
- Application support
- User Support
- Attention to Detail
- Staff education and training
- Active Listening
- Service Desk Team Management
- Customer Service
- Technical Troubleshooting
Timeline
Senior Support Analyst
DHL Global Forwarding
06.1997 - 11.2023
Customs Brokerage Representative
DHL Global Forwarding
08.1996 - 06.1997
Customs Brokerage Representative
Hoglund & Moyles
12.1988 - 06.1996
High School Diploma -
West Aurora High School
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