Overview
Work History
Education
Skills
Timeline
Generic

Ashley Miller

Virginia Beach

Overview

9
9
years of professional experience

Work History

Premium Customer Service- Supervisor

CMA CGM America
Norfolk
02.2022 - Current
  • Assist with escalated issues from representatives as well as customers
  • To ensure customers’ needs are being met
  • Co-authored re-onboarding SOP to create a standardized format for re-onboarding a customer
  • Created a standard format for the rep level dashboard in NOVA
  • Assisted in teaching other people how to create them
  • Run meetings with customers and internal parties regularly thus building lasting relationships
  • Coordinate weekly meetings with the team to work on technical and soft skill training
  • Working with both import and export shipments daily
  • Improved communication and relationships with the team through shadowing and one on one sessions, as well as regularly providing and receiving feedback
  • Maintain a hot list for cargo dwelling to move to the rail
  • This requires working with our operations team to make sure we are providing the customer with the most up to date information
  • Track and coach reps on attendance weekly

Import Premiere Representative-Team Lead

CMA CGM America
Norfolk
11.2018 - 02.2022
  • Monitored tracking reports for multiple Premiere Customer accounts, providing priority customer service to ensure shipments are handled accurately to prevent errors or delays in receiving cargo timely
  • Point of contact for Premiere customers, providing them with shipment data pertaining to shipment requirements according to FMC regulations, and United States Customs Border Patrol guidelines
  • Responded to customer inquiries regarding shipment status and provided resolutions to unique issues regarding the release of shipments and cargo availability utilizing various methods of communications such as emails, phone calls, and other correspondence
  • Reviewed service contracts to ensure appropriate charges, rates and container storage time were applied appropriately and accurately
  • Create and update specially formatted aging templates per customer request to ensure CMA receives payment timely
  • Interpreted data from various reports to provide premiere customers with information pertaining to shipments and to provide bulk information more efficiently and proactively to assist with managing and tracking shipments
  • Assist with training new hires and helping to bring teammates up to speed with new processes that are put in place

Export Booking Representative

CMA CGM America
Norfolk
01.2016 - 11.2018
  • Assisted with phone calls and emails to make export bookings for customers while utilizing different programs
  • Followed up with daily reports to make sure bookings were in a confirmed status
  • Liaison between various internal departments to solve problems for customers
  • Quickly able to adjust to procedures that change daily
  • Audit bookings made the previous day to ensure any errors were corrected and advised customers of any changes made to their booking due to possible errors
  • Create SOP for new processes that began to ensure anyone who followed would understand the process

Education

Bachelor of Arts - Literature

Eastern Michigan University
12.2011

Skills

  • Efficient Time Management
  • NOVA
  • Multitasking/Task Prioritization
  • Customer/Client Services
  • Yellow Belt trained
  • Keen attention to detail
  • Data Interpreting/Report Reviews
  • Teamwork
  • Leadership
  • Project management

Timeline

Premium Customer Service- Supervisor

CMA CGM America
02.2022 - Current

Import Premiere Representative-Team Lead

CMA CGM America
11.2018 - 02.2022

Export Booking Representative

CMA CGM America
01.2016 - 11.2018

Bachelor of Arts - Literature

Eastern Michigan University

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Ashley Miller