MEL RICKS
Hampton
Summary
Dynamic leader with extensive experience at CMA-CGM America, excelling in export compliance and logistics. Proven track record in achieving KPIs while enhancing team performance through effective coaching and conflict resolution. Skilled in process improvement and data analysis, fostering strong client relationships and driving operational efficiency.
Overview
14
14
years of professional experience
Work History
Team Lead, Advanced Export Client Solutions
CMA-CGM America
Norfolk
01.2022 - Current
- Led team of 30 to 35 members, consistently achieving KPIs and performance targets.
- Resolved escalations of vessel omissions, rolled cargo, and equipment issues, ensuring timely solutions.
- Coached staff through audits and one-on-one development sessions, improving accuracy and productivity.
- Developed SOPs to streamline workflows and minimize processing errors.
- Mentored junior staff on supply chain management and customer service best practices, fostering skill development.
- Conducted training sessions for team members to enhance skills.
Export Dedicated Representative
CMA-CGM America
Norfolk
05.2018 - 01.2022
- Coordinated shipment schedules and documentation to enhance operational efficiency.
- Managed customer inquiries across multiple channels, achieving consistent and prompt resolutions.
- Developed strong relationships with key customers and stakeholders, fostering collaboration and trust.
- Facilitated communication between clients and internal teams, enhancing clarity and response times in service delivery.
Customer Solutions Representative (UPS Claims)
Alorica
Newport News
08.2013 - 05.2018
- Investigated and resolved shipping claims using tracking data and contract details to ensure timely customer compensation.
- Gathered evidence through high-volume calls for efficient resolution of escalated issues, enhancing customer satisfaction.
- Handled escalated complaints with empathy, fostering trust and positive relationships with customers.
- Assisted customers with inquiries, addressing and resolving issues promptly.
- Trained new staff on customer service protocols to enhance team performance.
Admissions Officer
Fortis College
Norfolk
05.2012 - 02.2013
- Evaluated student applications for admissions eligibility and completeness.
- Guided students through full enrollment process, ensuring clarity and support.
- Managed student pipeline and conducted interviews to achieve enrollment targets.
- Coordinated campus tours and informational sessions for prospective students to enhance engagement and provide information.
- Conducted outreach to prospective students through phone and email to increase awareness and interest.
- Maintained compliance with DOE and accreditation standards throughout operations.
Education
B.A. - Communications
Hampton University
HamptonSkills
- Export compliance and logistics
- Claims analysis and resolution
- Process improvement strategies
- Data Analysis
- CRM systems expertise
- Problem-solving skills
- Leadership and team management
- Conflict resolution techniques
- Effective communication strategies
Timeline
Team Lead, Advanced Export Client Solutions
CMA-CGM America
01.2022 - Current
Export Dedicated Representative
CMA-CGM America
05.2018 - 01.2022
Customer Solutions Representative (UPS Claims)
Alorica
08.2013 - 05.2018
Admissions Officer
Fortis College
05.2012 - 02.2013
B.A. - Communications
Hampton University