Morgan Hill

• Lead end-to-end customer service operations for a major logistics provider, overseeing a team of up to 16 in managing escalated client communications and booking administration.
• Recognized for building high-performing teams, instilling a 'customer-first' mindset, and fostering a collaborative, high-morale culture.
• Deliver solutions-focused service across multiple freight modalities (road, rail, air), handling high volumes of inbound and outbound communication across phone and email.
• Track, trace, and monitor national consignments, ensuring real-time updates, and timely delivery confirmations.
• Oversee escalations and complex queries, collaborating with internal stakeholders to resolve issues efficiently and diplomatically.
• Implement structured coaching frameworks, conduct regular one-on-one sessions, onboard new hires, and support ongoing team development.
• Champion a positive workplace culture by modeling a proactive mindset and consistently going above and beyond to meet customer and business needs.

Key Contributions

• Strengthened service delivery KPIs while significantly reducing customer escalations.
• Led customer service team to enhance service quality and efficiency.
• Trained new staff on company policies and customer handling techniques.
• Resolved complex customer inquiries and complaints effectively.
• Developed training materials to improve team performance and knowledge.
• Coordinated between departments to streamline communication and service delivery.
• Monitored team performance metrics to identify training needs and opportunities.
• Facilitated regular team meetings to discuss challenges and share best practices.
• Resolved escalated customer complaints in an efficient manner while maintaining excellent customer relations.
• Reviewed incoming emails and calls from customers to ensure proper resolution was provided.
• Coordinated training sessions for new customer service personnel.
• Identified areas for improvement within existing processes regarding customer services operations.

• Held a hybrid role combining customer advocacy, freight logistics coordination, and administrative leadership for a fast-paced national distribution network.
• Promoted to 2IC in recognition of reliability, technical competence, and strong interpersonal judgment.
• Provided expert support for Dangerous Goods processing and compliance documentation
• Maintained high call volumes and email case loads while ensuring issue resolution and service satisfaction
• Coordinated freight pickups, tracking updates, and scheduling queries via CRM systems and logistics platforms
• Managed customer concerns, negotiated conflict de-escalation, and ensured retention through attentive follow-up
• Collaborated with management and dispatch teams to streamline operational workflows and reporting procedures
• Created daily service reports, tracked delivery performance metrics, and supported quality assurance tasks

Achievements

• Exceeded performance standards consistently across accuracy, responsiveness, and service benchmarks
• Entrusted with supervisor-level responsibilities due to leadership capabilities and departmental contributions

• Performed high-responsibility administrative and reception duties within a secure correctional setting.
• Managed confidential documentation, coordinated inmate visits, and supported psychological and case management processes.
• Scheduled visitor appointments with strict adherence to correctional facility protocols
• Completed and filed detailed prisoner records and daily operational reports for internal audits
• Supported psychological service delivery with accurate recordkeeping and logistical assistance
• Managed reception duties including visitor check-in and mailroom coordination
• Handled inbound/outbound mail distribution and oversaw courier dispatch scheduling
• Maintained privacy and legal compliance while navigating sensitive records and interactions