Summary
Overview
Work History
Education
Skills
Timeline
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Layla Burns

Crittenden

Summary

Customer service professional with a proven track record at DHL Express, excelling in problem-solving and clear communication. Recognized for enhancing client satisfaction through proactive engagement and effective complaint resolution. Skilled in utilizing clearance software while fostering a positive team environment. Committed to continuous learning and delivering exceptional service.

Overview

10
10
years of professional experience

Work History

CVG Exports Agent/SED Exceptions

DHL Express
07.2018 - Current
  • Pull, set-up and work daily Exceptions sheet for on-hold shipments. Send batch emails to origin stations for items needed to clear/release on-hold shipments.
  • Maintain SED and Exports email box; send, reply, advise what is needed.
  • Pull/amend EEI filings
  • Work on special projects as needed
  • Assist other DHL teams as needed (CRT, Customs Entry Writing)
  • Train new staff on standard operating procedures and best practices with the SED Exceptions team
  • Foster strong relationships with customers, origin stations, and other agents addressing concerns promptly to promote loyalty and retention.
  • De-escalate and resolve customer, origin station, and other agents complaints with punctual, polite and professional service.
  • Deliver exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.

Exports Customer Service Agent

DHL Global Forwarding
07.2015 - 07.2018
  • Resolved customer's/shipper's and destination inquiries efficiently, enhancing overall satisfaction and loyalty.
  • Kept customer's/shipper's and destinations up-to-date on their shipments and any foreseeable issues.
  • Collaborated with team members to work together in order to better handle volume.
  • Trained new hires on company policies, job procedures and customer service best practices.
  • Utilized dispatching software to schedule freight pick-ups for new shipments.
  • Utilized software to receive, process, and move freight to correct flights/airlines for export.

Education

Diploma - Medical Office Technology

Beckfield College
Florence, KY
03-2012

Skills

  • USEntries, DCE, GTK, Sherloc, GIA
  • ACE, Outlook, Excel, Word
  • Problem-solving skills
  • Positive attitude
  • Customer service and care
  • Multi-tasking
  • Relationship building
  • Willing to learn
  • Clear communication

Timeline

CVG Exports Agent/SED Exceptions

DHL Express
07.2018 - Current

Exports Customer Service Agent

DHL Global Forwarding
07.2015 - 07.2018

Diploma - Medical Office Technology

Beckfield College

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Layla Burns