Contact information

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Work experience

Customer support representative

from 02.2022 to 03.2024 (2 years 2 months)
Rainier Transportation Inc, Remote (Transportation and logistics)

• Provided step by step guidance to customers on services and processes, answering questions via
phone and email while resolving complaints and guiding users through documentation requirements.
• Handled difficult or technical issues independently in 85% of cases, escalating only when required to
higher level operations or safety teams then followed up to ensure customer satisfaction.
• Dealt with frustrated customers calmly, turning 94% of upset interactions into positive resolutions
through focused listening and solution oriented communication.
• Tracked response time, resolution time and customer satisfaction scores daily, consistently achieving
first contact resolution on 91% of inquiries and zero compliance related complaints.
• Quickly absorbed new policy and product updates, applying them effectively to client interactions
while sharing knowledge with teammates to improve team-wide service delivery.

Additional education and certificates

No additional education or certificates.

Knowledge and skills

• Communicability
• Educability
• Organization of internal transport
• Independent decision-making
• Management of CRM
• Attentiveness
• Concentration
• Organization of international transportation