Sales Support Specialist/Subject Matter Expert - Logistics

Subject Matter Expert, Transcom 2017 – 2023 | Pasig •Doing inbound calls for 1 year and 4 months and promoted as Subject Matter Expert •Oversaw customer inquiries, providing accurate information to resolve service complaints and ensure customer satisfaction. •Handling customer account inquiries and being well-versed in logistics documentation. •Provides price quotations and handles customer invoices for international shipments. •Helping customers with shipment preparation and lost incidents. •Processing refunds for delays and chasing brokerage clearance issues. •Main Point of Contact for the Escalation Department. •Served as escalation point of contact for complex customer issues, capturing timely resolution to increase client retention. •Managed and supervised the Escalation Department for 8 months. •In charge of training newly hired Subject Matter Experts. •Attending managerial and clients meeting for quality, process and service improvement and directly reporting to clients.

1 year first line agent and almost 6 years of being an Escalation Manager for a logistic company