Andres Corella

• Manages customer service representatives including telephone, correspondence and /or research functions to ensure smooth and effective delivery of service.
• Develops and monitors the application of customer service policies and procedures.
• Develops, implements, and improves processes through identification of operational, sales, and technological changes that are
  having an impact on customer satisfaction and call center efficiency.
• Handles escalated and unresolved calls.
  

• Responsible for developing and directing overall order and service-related activities for DHL's customer service function.
• The Customer Care Supervisor role also is responsible for developing and implementing policies for the resolution of customer account inquiries.
• Provides a variety of customer service support duties to customers.
• Ensures timely and accurate information is provided to customers in a professional manner.
• Responds to inquiries or escalations through phone, mail, email, fax, website, and/or face-to-face contact with customers.
• Provides operational management and support at call center locations to ensure efficient and timely resolutions of customer service issues.

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.

• Assist the Customer Care Supervisor to carry out relevant CS staff orientation programs and on-the-job training for CSA recruits.
• Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost, damaged shipments etc.
• Handle all trace enquiries in accordance with service standards and processes.
• Deliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies.
• Respond to customer queries regarding information on prices, customs requirements etc.