Samantha O'Brien
Melbourne,VIC
Summary
Dynamic Disputes Officer at CMA CGM with a proven record of accomplishment in dispute resolution and customer communication. Expert in invoice management and quality assurance, I excel in identifying root causes and implementing effective solutions. Recognized for delivering exceptional service and fostering strong client relationships, I am committed to achieving organizational goals.
Overview
7
7
years of professional experience
Work History
Disputes Officer(current) & Customer Service
CMA CGM
03.2021 - Current
- Responded promptly to customer inquiries or complaints in a polite manner.
- Receive, record, and resolve customer queries related to freight disputes by using Lara and Nova.
- Manage on-hold requests (e.g., discount, free time, cancellation) and invoices.
- Identifying recurring issues and solving root causes by liaising with the internal team and customers.
- Take the lead on level one invoice corrections.
- Handling big customers (Woolworths) invoice disputes, attending, and running fortnightly meetings with Woolworths.
- Booking export shipments for Australia, Tasmania, including cross trade.
- Coordinating with shippers to organize relevant documents for dangerous goods cargo, reefer cargo, OOG, etc., and obtaining necessary approvals from relevant authorities.
- Liaising with logistics for the allocation of equipment and space.
- Adhere to all procedures within the Quality Management System, and, where necessary, recommend alterations to the procedures in accordance with the system to ensure reflection of current practices.
- Liaise with all other internal divisions as necessary to ensure prompt and efficient service is provided, and rectify any problems referred by clients.
- Ensure revenue audits are closely monitored and closed.
- Receive and process bookings (in accordance with ISO procedures) from shippers and ensure their service requirements are satisfied where possible.
- Customer communications are managed via the Salesforce Platform (Nova) for the Customer Care department.
Sale & Service Consultant
IAG INSURANCE
03.2020 - 03.2021
- · Providing insurance advice to clients by discussing available policy options and helping clients find the best policy for their needs.
- · Maintaining client file information.
- · Liaising with key stakeholders such as brokers and underwriters.
- · Providing excellent customer service
- Analyzed customer feedback surveys to identify areas of improvement in service delivery.
Customer Service Co-ordinator
CMA CGM
03.2019 - 03.2020
- Booking export shipments for Australia, Tasmania, including cross trade.
- Coordinating with shippers to organize relevant documents for dangerous goods cargo, reefer cargo, OOG, etc., and obtaining necessary approvals from relevant authorities.
- Liaising with logistics for allocation of equipment and space
- Adhere to all procedures within the Quality Management System and, where necessary, recommend alterations to the procedures in accordance with the system, to ensure reflection of current practices
- Liaise with all other internal divisions as necessary to ensure a prompt and efficient service is provided and rectify any problems referred by clients.
- Receive and process bookings (in accordance with ISO procedures) from shippers and ensure their service requirements are satisfied where possible.
- Customer communications managed via Salesforce Platform (Nova) for Customer Care department.
Customer Service Representative
THE PROBE GROUP
05.2018 - 09.2018
- Providing exceptional support to customers over the phone, inbound and outbound calls
- Answer all customer enquiries discovering the customer needs, while providing high levels of customer service.
- Maintaining customer database with all relevant and updated information.
- Build rapport with customers and determine the best way to help customers by applying a common-sense approach and using comprehensive computer systems.
- Resolving customer complaints in a timely and professional manner.
- Thoroughly investigate customer enquiries, and problem solve to the best of my ability and further escalate customer complaints.
- Import enrollment forms, call parents to double check about the child’s medical conditions.
- Create payment schedules for the required parents
Education
POST GRADUATE DIPLOMA IN SOCIAL ENTERPRISE MANAGEMENT - POST GRADUATE DIPLOMA IN SOCIAL ENTERPRISE MANAGEM
LOYOLA COLLEGE
10-2015
BACHELOR’S IN SOCIAL WORK - Social Work
STELLA MARIS COLLEGE
04-2015
Skills
- Dispute resolution
- Customer communication
- Invoice management
- Issue identification
- Quality management
- Salesforce management
- Undertake interactive workplace communication
- Organize and analyze information
- Ability to work as an individual as well as in groups
- Eager to learn new techniques and methodologies
- Active, helpful, and contributing team member with a strong work ethic
- Highly developed written and verbal communication skills
- Excellent customer service skills
- High attention to detail
- Goal-oriented
- Time management and multitasking
- Decision-making and conflict resolution
Affiliations
- Compass training – operations cluster
- Compass training – trade cluster
Timeline
Disputes Officer(current) & Customer Service
CMA CGM
03.2021 - Current
Sale & Service Consultant
IAG INSURANCE
03.2020 - 03.2021
Customer Service Co-ordinator
CMA CGM
03.2019 - 03.2020
Customer Service Representative
THE PROBE GROUP
05.2018 - 09.2018
POST GRADUATE DIPLOMA IN SOCIAL ENTERPRISE MANAGEMENT - POST GRADUATE DIPLOMA IN SOCIAL ENTERPRISE MANAGEM
LOYOLA COLLEGE
BACHELOR’S IN SOCIAL WORK - Social Work
STELLA MARIS COLLEGE
Similar Profiles
Jenny LAIJenny LAI
APAC Key Account Manager at CMA CGM Asia Shipping Pte Ltd Asia Regional OfficeAPAC Key Account Manager at CMA CGM Asia Shipping Pte Ltd Asia Regional Office
Gabrielle WatfordGabrielle Watford
Export Logistics Representative at CMA CGM, America LLCExport Logistics Representative at CMA CGM, America LLC
Aswin VAswin V
Logistics Executive at CMA CGM Global Business Services IndiaLogistics Executive at CMA CGM Global Business Services India
Haikel BadreddineHaikel Badreddine
Service Delivery Manager at CMA-CGMService Delivery Manager at CMA-CGM
Sunny NguyenSunny Nguyen
Team Projects or Group Work at High SchoolTeam Projects or Group Work at High School