Bernice Naidoo

Customer service agent(Express)-worked for 7 months.

• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Dealt with track and trace of parcels using Parcel Perfect.
• Booked collections for clients using Parcel Perfect.
• Processed quotes received on email and via telecommunication.
• Kept customers updated on the status of their shipment when doing reports via email.
• Prepared stationery and credit notes using Microsoft Word and Microsoft Excel.
• Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
• Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Operations (Express)- worked for 1 month

• Ensured POD stats were up to date for each month.
• Captured and scanned PODs received from various third-party agents.

Air Freight Logistics (training 1 week)

Have an hands on experience of the below:

• How to initiate a shipment
• Core carriers and co-loaders involved
• Booking process
• Registration of documents
• Have an understanding of ROE
• Invoicing and insurance calculations

Ocean Export (1 week)

Have an hands on experience of the below:

• How to initiate a shipment
• Core carriers and co-loaders involved
• Booking process
• Registration of documents
• Chargeable weights and shipment types
• Invoicing and insurance calculations

Freight Forwarding(1 week)

Have an hands on experience of the below:

• How to initiate a shipment
• Core carriers and co-loaders involved
• Booking process
• Registration of documents
• Status reporting on cargo useing Transnet TPTs
• Knowledge and understanding of incoterms

Customs (current)

Have an overview of the below:

• HS codes
• Duty and Vat calculations
• Value for duty purposes

• Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
• Increased sales by building strong customer relationships and providing excellent service.
• Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
• Assisted customers with prompt and polite support in-person and via telephone.
• Established rapport with customers using active listening and interpersonal skills.
• Monitored sales trends to advise management on potential inventory adjustments.
• Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.