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Dr. Willem Dreessingel 42, 6836CT Arnhem, The Netherlands
Overview
I am looking to bring my well-honed client focused mentality, thoroughly practiced client-focused online, oral, and interpersonal communication skills externally and internally to succeed in this company.
Pertinent experience and skills I possess for the posted position include:
1. Good communication in a manner reflecting excellent professionalism that has enabled me in the past to connect not only with the client and meet their demands to satisfaction, but also internally in a team of 14.
2. Excellent listening skills that have enabled me to understand the main ideas of the person I am communicating with, grasp the specifics of a particular situation that I am dealing with, and therefore provide appropriate acceptable satisfactory answers
3. Problem solving skills: I have always been committed and have a sincere desire to solve the customers' problems. I have learned and know how to ask the right kind of questions to be able to provide an effective solution. I have an excellent grasp of time prioritization.
4. Flexibility: I noticed on the application the need for the applicant to be flexible in working shifts. I want to state that this is not a problem for me but that is not the limit of my flexibility. With regards to the client I am able to adapt to a customer’s unique needs and changing circumstances, I am open to criticism, and willing to implement all necessary changes attained from customer feedback.
5. Initiative and proactiveness: As is always a key element, I take initiative and I am proactive in anticipating customer problems. I admit when I am wrong, offer a sincere apology where necessary and do not shy away from taking responsibility when issues under my purview go wrong. I am also quick to implement corrective actions for long term and short term, to solve the issues at hand and where possible avoid future ones.
I find respect to be key in any relationship so I look to bring a very high degree of professionalism to the team if accepted for this position. I am friendly, and courteous direct but diplomatic, with a good sense of humour in my dealings with everyone. I always try to show respect for the customer, team members, company, and competitors while demonstrating confidence in myself and the organisation. I always try to find the adequate balance for the job at hand and the bigger picture of the overall customer relationship.
I am convinced that above listed abilities and more such as a solid work ethic, desire to excel and meet deadlines, a delight for a fast-paced environment and good factual recall all combine to make me qualified for the advertised position.
Objective
To succeed: Do all that needs doing, to ensure successful completion of all assignments
Employment History
07/2007 - 02/2011
TNT Express
Houten, The Netherlands
Customer Care Representative
- First point of contact with the client:
o Controlling the movement of Client’s goods from origin pick up to delivery,
Planning, shipping and delivery follow up
Ensuring goods arrive in good order and according to receiver’s requirements
o Respond to Client’s questions, complains, and arranging corrective actions while maintaining a high level of service
o Maintain positive team spirit and coordinate (some) team responsibilities
Follow up on administrative problems, complaints and claims
Communicating with internal departments such as operations, finance, sales and technical support
o Training new team members and getting them to understand the workings of the office, the client, and the job.
o Arranging Special cost efficient options for urgent shipments for the client and making sure all is delivered in good condition, timely, and updating the client all the way
o Manage all customer service issues in a proactive and timely manner, including service delivery, service level, service performance, problem management, change management and billing.
o Ensure that Management Reports for both Customer and Internal Management are produced and sent out timely, daily at agreed intervals.
o Manage and ensure the team’s achievement of all internal and external (agreed with customer) Service Level Agreements (SLA’s).
o Provide expertise in the Service Delivery process and managing the successful delivery of goods to end receivers.
o Manage customer expectations by building a credible and honest relationship with the customer at appropriate levels in appropriate departments.
o Proactively seek cost optimization options and assist in identifying new areas of opportunities in the account.
o Maintain relationship with colleagues in all EU countries and ensure they handle the client goods according to agreed SLAs and other end customer specific requirements
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Education
2004 - 2007
Roosevelt Academy
Middelburg, The Netherlands
Bachelors of Arts with a focus in Law and International Relations
