Salome Brits
Freight Controller And Customer Service Expert
Boksburg,WC
Summary
Dynamic Senior Customer Service Associate with a proven track record at DHL Global Forwarding, excelling in complaint handling and customer relations. Enhanced customer satisfaction through tailored solutions and effective conflict resolution, contributing to increased retention rates. Skilled in CRM software and staff training, fostering a collaborative team environment.
Overview
20
20
years of professional experience
1
1
Language
Work History
Exam Invigilator
Think Digital Academy
06.2025 - Current
- Facilitated smooth transitions between exam sections by announcing time remaining updates periodically throughout each session.
- Distributed examination materials efficiently to students while maintaining strict adherence to time schedules.
- Supported students with special accommodations by providing additional resources or modified testing environments as needed.
- Ensured exam integrity by meticulously monitoring student behavior during test sessions.
- Managed unexpected situations during exams calmly and effectively, resolving issues quickly without disrupting the testing process for other students.
- Assisted in the compilation of exam results and reports for school administration, ensuring timely delivery of accurate data.
Senior Customer Service Associate
DHL Global Forwarding
12.2018 - 01.2025
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Implemented measures to ensure compliance with industry regulations, protecting both customers and the organization from potential liabilities.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Enhanced customer satisfaction by efficiently resolving service issues and providing timely solutions.
- Increased customer retention through active listening, empathy, and tailored assistance for individual needs.
- Provided consistently high-quality support via phone, email, chat, or social media channels as needed per individual cases.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Assisted customers with product selection, troubleshooting and problem resolution.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Tailored communication style according to diverse customer demographics and preferences while maintaining an empathetic tone.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Led training sessions for new hires, ensuring consistent quality of service across the team.
- Established positive relationships with customers through personalized interactions and genuine concern for their needs.
- Escalated issues to proper supervisors when standard processes were not effective.
- Maintained detailed records of customer feedback, using data to guide improvements in processes and procedures.
- Developed and maintained strong relationships with customers to foster repeat business.
- Reduced call wait times by optimizing workflows and resource allocation within the customer service department.
- Contributed to company growth by upselling products and services based on customers'' specific requirements.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
Senior Customer Service Associate
Cargo Compass
08.2010 - 08.2024
- Mentored junior associates in maintaining a high level of professionalism and delivering exceptional service to clients.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- • Handling of orders received from clients or agents • Checking rates and preparing files • Negotiating better rates with agents • Tracing documents • Handling queries • Pre-alerts • Handling registrations up until delivery • Preparing delivery documents • Liaising with clients and overseas agents • Handling the whole channel on Sundays • In-house training: • Invoicing (costing) • Break-bulk (handover charges and shipments).
- Greeted customers and listened closely to problems described to determine solutions.
- Managed challenging situations calmly and professionally, deescalating conflicts as necessary while preserving client relationships.
Key Account Customer Service Representative
Damco Group
10.2016 - 12.2018
- Streamlined account management processes for improved efficiency and client retention.
- Boosted customer engagement levels by organizing regular events, webinars, and training sessions focused on industry trends relevant to key accounts.
- Conducted thorough competitor analysis to stay ahead of market trends and provide clients with cutting-edge solutions for their business needs.
- Conducted regular business reviews with clients to assess performance metrics and identify areas of improvement.
- Delivered comprehensive reporting on account activities to senior executives, enabling informed decision-making regarding resource allocation and future strategies.
- Reduced response times for customer issues through proactive monitoring of account activity.
- Implemented feedback loops to continuously refine processes and enhance overall customer experience.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Sought ways to improve processes and services provided.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
- • Handling and tracking of shipments, • Liaising directly with origins to arrange shipment, • Handling orders/instructions received from clients, • Sending documents to customers, • Dealing with the Hewlett Packard account from end to end, • Billing and handling all operational tasks, • Arranging deliveries, • Following up on orders.
Senior Forwarding Contoller
Freitan
09.2012 - 10.2016
- Mentored junior staff members, fostering a positive work environment conducive to professional growth and development.
- Implemented cost-saving measures, identifying inefficiencies and reallocating resources to achieve optimal results.
- Completed journal entries, reconciliations, and account analysis to prepare quarterly financial documents and general account management.
- Ensured compliance with tax regulations by managing the timely preparation and filing of all required returns.
- Handling of orders received from clients or agents, checking rates, and preparing files, negotiating better rates with agents, tracing documents, handling queries, pre-alerts, handling registrations and deliveries of DDP/DAP shipments, preparing delivery documents, liaising with clients and overseas agents, invoicing, and break-bulk (hand-over charges and shipments).
Customer Service Representative
Safcor
03.2008 - 08.2010
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- • Handling of orders received from clients or agents. • Checking rates and preparing files. • Negotiating better rates with agents. • Tracing documents. • Handling queries. • Pre-alerts. • Handling registrations up until delivery. • Preparing delivery documents. • Liaising with clients and overseas agents. • Handling the whole channel on Sundays. • In-house training: • Sea freight forwarding and clearing.
Freight Forward Agent
Saforpanalpina
04.2005 - 10.2007
- Excelled in working independently as well as collaborating with teams, utilizing strong multitasking skills to manage competing priorities.
- Maintained strict confidentiality while handling sensitive client information and records.
- Corrected data entry errors to prevent duplication or data degradation.
- Verified accuracy and validity of data entered in databases
- Pre-alerts.
- Updating of pods (DDS system).
- Handling and submitting airline claims.
- Cargo checks: FSI (arrangement of security for high-value cargo).
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered client information into databases quickly and with minimal errors.
- Obtained scanned records and uploaded into database.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Developed strong relationships with carriers and third-party logistics providers to secure reliable transportation services.
- Improved customer satisfaction by providing proactive updates on shipment status and responding promptly to inquiries.
- Conducted thorough risk assessments for each shipment route, taking into account factors such as weather conditions, political stability, and infrastructure quality.
- Served as a liaison between clients, carriers, and other stakeholders throughout the entire shipping process to ensure smooth coordination of efforts.
- Maintained accurate documentation for all shipments, ensuring compliance with customs regulations and international trade laws.
- Assisted clients in selecting optimal shipping methods based on their specific needs, budget constraints, and timelines.
- Calculated weight, volume or cost of goods to be moved.
- Coordinated shipments, determining timely transport of goods from point of origin to final destination.
Education
High School Diploma -
Goudrif High School
Primrose, South Africa 04.2001 -
No Degree -
Metro Minds
Pomona 04.2001 -
Skills
Complaint handling
Customer service
Customer relations
Email etiquette
Client engagement
Interpersonal communications
Telephone etiquette
Conflict resolution
Cash handling
Troubleshooting
Company branding
Interdepartmental communication
Issue research
Status updates
CRM software
Solutions planning
Customer support
Complaint resolution
Staff training
Conflict management
Instruction following
Punctuality
Strong organization
Patience and composure
Respectfulness
Decision-making capacity
Parent communication
Motivational techniques
Student monitoring
Accomplishments
- Achieved the customer service award from Freitan 2 years in a row.
Reading and drawing
In my spare time i love to read about new skills and achievements. What I draw is mostly abstract but it pts my mind in a calming state. Not yet a professional but love it.
Timeline
Exam Invigilator
Think Digital Academy
06.2025 - Current
Senior Customer Service Associate
DHL Global Forwarding
12.2018 - 01.2025
Key Account Customer Service Representative
Damco Group
10.2016 - 12.2018
Senior Forwarding Contoller
Freitan
09.2012 - 10.2016
Senior Customer Service Associate
Cargo Compass
08.2010 - 08.2024
Customer Service Representative
Safcor
03.2008 - 08.2010
Freight Forward Agent
Saforpanalpina
04.2005 - 10.2007
High School Diploma -
Goudrif High School
04.2001 -
No Degree -
Metro Minds
04.2001 -