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, KY03-2012
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
Similar Profiles
AMRITHA SHETTYAMRITHA SHETTY
Senior Director, Global e-Commerce Programs, Customer Operations (COG) at DHL Express Global Network Operations / DHL GroupSenior Director, Global e-Commerce Programs, Customer Operations (COG) at DHL Express Global Network Operations / DHL Group
Cody NunezCody Nunez
Warehouse Worker at DHL ExpressWarehouse Worker at DHL Express
Hunter GrummanHunter Grumman
Operations Supervisor at DHL ExpressOperations Supervisor at DHL Express
Willie WalkerWillie Walker
Field Service Supervisor at DHL ExpressField Service Supervisor at DHL Express
Christopher KunkelChristopher Kunkel
Crew Member at Burger KingCrew Member at Burger King