Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
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Zorayda M. De Lima M.

Miami,FL

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

16
16
years of professional experience

Work History

Customer Service Representative

Triton Logistics
Miami, Florida
05.2023 - Current
  • Developed positive relationships with customers through friendly interactions.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Resolved customer complaints promptly and efficiently.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Developed strong customer relationships to encourage repeat business.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Answered customer inquiries via phone, email, and chat.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Logistic Air & Ocean Import and Export Coordinator

Katcargo International
Caracas, Venezuela
01.2014 - 04.2022
  • Created reports on freight costs, delivery timelines, invoices and other related information.
  • Prepared budgets for transportation expenses based on projected volume, seasonality and existing contracts.
  • Conducted regular reviews of supplier performance metrics such as on-time delivery rate, fill rate.
  • Developed and maintained relationships with vendors, carriers and customers to ensure efficient shipping of goods.
  • Assisted in developing processes for receiving, storing and distributing materials according to established procedures.
  • Collaborated with internal teams to coordinate shipments between multiple locations.
  • Provided support in negotiating contracts with third-party providers regarding rates, services offered.
  • Developed and implemented efficient routing strategies to minimize delivery times and costs.
  • Implemented and oversaw compliance with safety and handling procedures for all shipments.
  • Coordinated with customs brokers to ensure smooth and compliant international shipments.
  • Utilized logistics software to optimize supply chain processes and improve efficiency.
  • Created and updated standard operating procedures for logistics operations.
  • Negotiated contracts with shipping and freight companies to secure lower transportation costs.
  • Prepared and maintained accurate shipping documentation, including bills of lading and invoices.
  • Checked items into computer system, printed labels and directed to storage locations.

Sales And Customer Service

Sary Usa
Caracas, Venezuela
02.2009 - 08.2013

Education

High School Diploma -

Academia Merici, Caracas Venezuela

Some College (No Degree) - Laws

Universidad Catolica Andres Bello
Caracas, Venezuela

Skills

  • Efficient Import and Export Coordinator with extensive experience in Logistics and International Trade Skilled in coordinating import and export activities, customs clearance and freight forwarding Demonstrated sucess in managing multiple projects and nurturing solid relationships with stakeholders

Languages

English
Professional
Spanish
Professional

References

References available upon request.

Timeline

Customer Service Representative

Triton Logistics
05.2023 - Current

Logistic Air & Ocean Import and Export Coordinator

Katcargo International
01.2014 - 04.2022

Sales And Customer Service

Sary Usa
02.2009 - 08.2013

High School Diploma -

Academia Merici, Caracas Venezuela

Some College (No Degree) - Laws

Universidad Catolica Andres Bello

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Zorayda M. De Lima M.