Gemma Leanne Cox
Griffin,QLD
Summary
Proven in enhancing operational efficiency and customer satisfaction, I excel in data entry and possess exceptional communication skills, honed at Expeditors and Royal Mail UK. My expertise in pricing analysis and customer service, combined with a knack for meeting tight deadlines, drives business growth and builds lasting client relationships.
Overview
21
21
years of professional experience
Work History
Ocean Services Operator & Pricing Analyst
Expeditors
Brisbane, QLD
01.2018 - Current
- Conducting rate checks to maintain billing accuracy for customers.
- Completing profitable spot quotes and ongoing ocean import & ocean export tariffs
- Handling responsibilities related to bucket management along with BNP.
- Ensuring accurate monthly updates for both FCL and LCL rates.
- Quote analysis and collaborating with product managers to identify pricing strategies in order to gain future business
Customer Service Advisor
Royal Mail UK
01.2017 - 12.2017
- Reviewing and resolving customer enquiries or complaints via email
- Providing assistance to multiple customers at the same time with their enquiries or complaints via a Live Chat system
- Recording the details of the customer’s complaint with the local Branch Manager to ensure a resolution has been implemented in order to attain full customer satisfaction
- Liasing with the local Managers to provide further information in order to resolve and close the case in the first instance
Regional Air Pricing Analyst
Expeditors UK
01.2014 - 12.2016
- Co-ordinating & analysing global pricing for European customers
- Reviewing customers’ requirements with the sales team in order to determine a strategy to gain or retain business
- Liasing with both internal and external customers via various methods of communication to complete profitable pricing for ongoing business
- Deadline management is a crucial and pivotal part of this role
Air Pricing Analyst
Expeditors UK
01.2012 - 12.2014
- Completing profitable spot quotes and ongoing air import & air export tariffs for new and existing customers
- Supporting import pricing tenders
- Liasing with carriers to gain competitive prices for air movements
- Working alongside the sales team to gain new and retain business based on competitive and profitable pricing based on the different levels of services available
- Reporting and evaluating quote feedback to further understand customer expectations and requirements
- Proactive monitoring of UK inbound shipments for new and existing customers
- Building customer relationships through continual updates throughout the shipping process
- Assisting other teams as/when time allows
Air Import Consolidation Clerk
Expeditors UK
01.2007 - 12.2011
- Liasing with internal and external customers to resolve shipment queries
- Completing import records and booking in import files ensuring the correct information is recorded
- Generating documentation to retrieve consolidations from the airline and creating the import entries for customs clearance
- Manage shipments which are handled by other agents, arranging payment and a handover of the customs clearance documentation
- Performing transhipment customs entries for items which were travelling within the UK and Europe
- Reviewing and finalising consolidation billing invoices to ensure rates are accurate for both origin and destination branches
- Ensuring all data is updated in a accurate and timely manner in order for clear tracking visibility
Operations Agent
DHL Express UK Ltd
01.2004 - 12.2007
- Handling queries concerning deliveries and pickups of customers shipments
- Arranging redeliveries for customers
- Scanning inbound and outbound items to ensure full tracking visibility
- Completing the relevant export documentation and ensuring all security procedures were followed for outbound shipments while in a face to face role in Customer Reception
Education
Swakeleys School for girls
UK01.2004
Skills
- Excellent telephone manner
- Good influence and communication skills
- Can work independently and as part of a team
- Customer focused
- Time and deadline management
- Data entry proficiency
References
I am happy to supply references on request.
Hobbies and Interests
- Socializing
- Travel
Personal Information
Date of Birth: 05/17/88
Other
Full and clean
Timeline
Ocean Services Operator & Pricing Analyst
Expeditors
01.2018 - Current
Customer Service Advisor
Royal Mail UK
01.2017 - 12.2017
Regional Air Pricing Analyst
Expeditors UK
01.2014 - 12.2016
Air Pricing Analyst
Expeditors UK
01.2012 - 12.2014
Air Import Consolidation Clerk
Expeditors UK
01.2007 - 12.2011
Operations Agent
DHL Express UK Ltd
01.2004 - 12.2007
Swakeleys School for girls