Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Elena Castillo Sierra

Barneveld,TH

Summary

Dynamic Import & Brokerage Agent with a proven track record at Expeditors International, excelling in customer service and problem-solving. Enhanced client satisfaction through proactive communication and efficient resolution of issues, while maintaining compliance with industry regulations. Recognized for streamlining processes, resulting in improved operational efficiency and increased customer retention.

Overview

18
18
years of professional experience

Work History

Import & Brokerage Agent

Expeditors Intl BV
02.2016 - Current
  • Informed clients of policies and procedures.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
  • Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
  • Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
  • Streamlined internal processes for improved efficiency and productivity within the agency.
  • Oversaw compliance with regulatory requirements, maintaining company's reputation.
  • Increased customer satisfaction with personalized follow-up strategies.

Billing Administrator

Expeditors International BV
09.2014 - 02.2016
  • Maintained accurate records of clients'' financial transactions, ensuring data integrity within the company''s database.
  • Performed regular audits of client accounts, identifying potential errors and rectifying them proactively before impacting customer relations.
  • Coordinated efforts with credit control teams to assess clients'' creditworthiness and establish appropriate credit limits accordingly.
  • Collaborated with other departments to address discrepancies in client accounts, promoting positive interdepartmental relationships.
  • Ensured timely payments by closely monitoring account balances and following up on overdue invoices.
  • Trained new hires in company-specific billing procedures, contributing to their successful integration into the team.
  • Generated invoices upon receipt of billing information and tracked collection progress.
  • Input financial data and produced reports

Import Customer Service Representative

Expeditors International BV
07.2014 - 09.2014
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to import shipments.
  • Negotiated competitive rates with carriers to optimize shipping costs for clients, resulting in increased profit margins for the company.
  • Expedited the release of cargo by accurately preparing and processing import documentation.
  • Successfully managed multiple priorities simultaneously while maintaining strict adherence to deadlines under pressure-filled environments.
  • Proactively identified potential issues in the import process and developed effective solutions to minimize disruptions to shipment timelines or customer satisfaction levels.
  • Managed a high volume of daily transactions, ensuring accuracy and efficiency in data entry and recordkeeping.
  • Collaborated with internal departments to ensure timely delivery of shipments, improving overall client experience.
  • Participated in regular team meetings to discuss ongoing projects, share insights, and identify areas for improvement or collaboration among colleagues.
  • Streamlined communication between clients and overseas agents for efficient shipment coordination.
  • Contributed to team success by consistently meeting or exceeding performance targets for key metrics such as response time, case resolution, and customer feedback ratings.
  • Supported sales team efforts by providing accurate shipment information and status updates for prospective clients during the sales process.
  • Developed a reputation for dependability and reliability, consistently receiving positive feedback from both clients and colleagues.
  • Maintained compliance with government regulations by staying informed on industry updates and adjusting procedures accordingly.
  • Assisted in developing new business opportunities through effective networking and relationship-building efforts.
  • Reduced errors in import documentation by implementing thorough verification processes.
  • Coordinated with warehouse staff to ensure proper handling, storage, and release of shipments according to client requirements.
  • Facilitated training sessions for new hires, sharing best practices and knowledge gained from extensive experience in the role.
  • Increased customer retention by providing exceptional service and maintaining strong relationships with clients.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Managed timely and effective replacement of damaged or missing products.

Transcon Agent

Expeditors International
05.2012 - 07.2014
  • Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
  • Fostered relationships with industry stakeholders to enhance market positioning.
  • Orchestrated client meetings to discuss and refine service delivery, enhancing client retention.
  • Developed referral program that significantly expanded client base.
  • Streamlined documentation process, reducing turnaround time for contract approvals.
  • Negotiated favorable terms in client contracts, safeguarding company interests.
  • Enhanced client portfolio by identifying and securing new partnerships.
  • Optimized scheduling system to ensure timely follow-ups with potential leads.
  • Informed clients of policies and procedures.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Increased customer satisfaction with personalized follow-up strategies.

Air Export Agent

Expeditors International
02.2008 - 05.2012
  • Achieved faster response times to client inquiries by streamlining internal communication channels within the organization.
  • Corrected billings and issued debit and credit memos for customers to reconcile accounting.
  • Initiated and maintained customer master profiles to correct information and offer consistent service.
  • Established a strong rapport with customs officers and government agencies, fostering positive relationships that facilitated smooth export transactions.
  • Developed comprehensive training materials for new hires, ensuring a smooth onboarding process for future Export Coordinators.
  • Assisted in increasing overall export revenue by identifying new markets and targeting opportunities for growth.
  • Managed a high volume of export orders, prioritizing tasks effectively to meet tight deadlines.
  • Coordinated closely with finance teams to ensure accurate invoicing of clients while adhering to international trade agreements.
  • Ensured compliance with international trade regulations, diligently monitoring changes in export laws and updating company procedures accordingly.
  • Prepared and assembled documents to facilitate exports.
  • Communicated information and instructions to and from vendors to research and resolve operational problems.
  • Minimized shipment delays by proactively identifying potential issues and addressing them promptly.
  • Streamlined export processes by implementing efficient coordination strategies and improving communication between departments.
  • Supported continuous improvement initiatives by regularly reviewing processes and implementing necessary updates to enhance efficiency.
  • Enhanced customer satisfaction with timely shipments and accurate documentation through meticulous attention to detail.
  • Supported management decision-making by providing detailed reports on export activities, highlighting areas of strength as well as opportunities for improvement.
  • Collaborated closely with sales teams to establish strong relationships with key clients, driving repeat business for the company.
  • Facilitated clear communication between suppliers, customers, and transportation providers, ensuring all parties were well-informed throughout the export process.
  • Reduced costs for the company by negotiating favorable rates with airlines.

Education

Master - Customs Brokerage

Universidad Isabel I
Burgos Spain
08-2021

Skills

  • Problem-solving skills
  • Positive attitude
  • Customer service and care
  • Problem-solving

Languages

English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)

Timeline

Import & Brokerage Agent

Expeditors Intl BV
02.2016 - Current

Billing Administrator

Expeditors International BV
09.2014 - 02.2016

Import Customer Service Representative

Expeditors International BV
07.2014 - 09.2014

Transcon Agent

Expeditors International
05.2012 - 07.2014

Air Export Agent

Expeditors International
02.2008 - 05.2012

Master - Customs Brokerage

Universidad Isabel I

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Elena Castillo Sierra