Senior Customer Support Specialist / Administrative SupportSenior Customer Support Specialist / Administrative Support

Key Achievements:

Resolved 60+ daily customer inquiries on orders, billing, and product concerns with an average first-response time of under 2 minutes. Boosted customer satisfaction scores by 18% within 4 months by personalizing responses and streamlining ticket resolution. Collaborated with warehouse teams to reduce order delays by 25%, directly improving repeat purchase rates. Managed returns and refunds with 100% accuracy, ensuring compliance with company policies.

Key Achievements:

Handled 200+ customer inquiries daily via phone and email, achieving a 95% first-call resolution rate. Supported high-value accounts by coordinating shipments and resolving customs clearance issues, leading to 20% faster release times. Trained and mentored 10+ new team members, raising overall department productivity by 15%. Consistently ranked in the Top 5% for customer satisfaction across the APAC region.

Key Achievements:

Supervised a 10-member team handling all inbound shipment data under DCC processes, improving accuracy by 30%. Streamlined retrieval of shipment details via ACA systems and paperwork downloads via CIA, cutting pre-clearance prep time by 25%. Resolved 100+ weekly trace requests for missing shipment data, ensuring faster release of bonded shipments. Coordinated closely with Customs and Security to expedite clearance of valuable shipments, reducing high-risk handling incidents by 15%. Acted as Customs Clearance Agent when required, ensuring smooth processing during peak operations.

Key Achievements:

Processed 2000+ daily entries (informal, NCV, and consolidated shipments) with a 99% accuracy rate. Prepared Gate Passes and clearance documents for all inbound flights, improving customs compliance. Drafted affidavits and supporting documents for personal effects shipments, ensuring faster pre-clearance approvals. Supported operations by monitoring ACA records and proactively resolving shipment discrepancies.

Key Achievements:

Ensured timely and accurate clearance of inbound shipments in line with transit time targets. Processed inbound materials and coordinated courier dispatch, reducing non-delivery incidents by 10%. Maintained compliance with security procedures by properly handling restricted shipments.

Key Achievements:

Maintained complete, traceable documentation records across multiple projects, improving retrieval time by 40%. Controlled document distribution and version management, eliminating errors from obsolete files. Organized structured filing systems (digital and physical), supporting compliance audits and operational continuity.