Head of customer service

• Manage and orient the team on providing excellency in Customer Service to TNT Strategic Accounts
• Planning schedules , vacations , training , one to one´s and team meetings
• Recruitment of new staff members
• Support on escalation level
• Support the Sales Teams
• Weekly meetings with the customers
• Travelling appointments
• 24/7 Availability
• Evaluation of the Team  performances and team members individually Report on Team KPIs and Customers KPIs ( improvement and recovery actions )

M anage the drivers problems and doubts during their routes Support the Customer Services team on export and import shipments which had been put on hold, delayed, damaged , undeliverable.
Create new transport tracking connotes for all second shipments .
Acting as 1st line of escalation for Operations department.

Handling inbound calls from various customers and manage their complaints and questions on their required services and shipments status.
Provide the best alternative to shipments failures.
Proactively inform the customers of their shipments failures.
Solve undelivered shipments retained at the warehouse.

LAST ATTENDACE YEAR 2003
4TH UNIVERSITY FREQUENCY, INSTITUTO SUPERIOR DE CIÊNCIAS SOCIAIS E POLITICAS – ISCP