Gloria Boone

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.

Functions & Duties

• Answer incoming calls and customer service emails within the allotted KPIs ensuring customers receive tier 1 level customer service; cultivating a strong rapport with customer base by personalizing each call. Provide notices or other information to customers as applicable.
• Provide updates on shipments using relevant rail and terminal websites to provide accurate information to our customers.
• Liaison between external and internal customers for issue resolution, expediting all customer issues with high sense of urgency and reduce service failures. Ensure communication is clear and detailed to limit delays or misunderstanding amongst parties.
• Update tracking reports, assist in problem resolution including damaged cargo, lost containers, etc. Run monthly reports including MQC, aging, dwell, etc.
• In the event of service failures conduct a root cause analysis to find out what caused the customer's problem and coordinate a prompt recovery response by working with the customer and internal CMA CGM associates.
• Seek and attend training opportunities to grow. Seek opportunities to increase knowledge and collaborate to improve processes.
• MISCELLANEOUS RELATED DUTIES or PROJECTS AS ASSIGNED

• Ensure export shipments are handled in accordance with company and customer standard procedures
• Ensure timely preparation, receipt, and submission of all documents (BOL, Letter of Credit, etc.)
• Make bookings for customers and send booking confirmation
• Track/Trace booking & shipments to ensure cargo meets appropriate deadlines
• Transmit BOL to the SSL or NVOCC
• Audit BOL from the SSL for accuracy and process corrections
• Prepare and submit timely billing for services rendered
• Prepare various customer-related and internal reports

• Contacted Freight Brokers on behalf of company Truck Drivers
• Provided exceptional customer service
• Negotiated rates from brokers to transport loads
• Scheduled pickup and delivery appointments for Freight loads
• Conducted communication with Freight Brokers while load was in transit
• Created and sent necessary paperwork for loads and payment

• Customer Service Representative
• Maintained warehouse inventory to include bulk inventory (railcars and silos)
• Maintained exemplary customer/client communications to ensure proper delivery of orders and proper shipment instructions
• Kept accurate and detailed logs of product shipping and received
• Scheduled delivery of products
• Active Liaison between company an client
• Handled logistical errors quickly and efficiently to ensure on time delivery
• Ensured Management received all necessary completed documentation of product in a timely and efficient manner

• Reconciled Rail and Truck invoices
• Maintained accounts payable/receivables
• Ensured accuracy of invoice statements to A/P department on a weekly basis

• Created and issued work orders for door collection and/or delivery
• Tracked and traced shipments to ensure door appointments were met
• Reconciled invoice discrepancies
• Communicated to customers potential delays and issues
• Monitored and recorded Truckers performance
• Worked with internal departments to expedite freight