MARY HERZMANN
Maricopa
Summary
Expertise in shipping logistics and team leadership, excelling in high-pressure environments requiring multitasking. Proven ability to maximize profits and enhance operational efficiency. Skilled in conflict resolution and employee training, driving productivity and customer satisfaction through strategic decision-making and effective communication.
Overview
13
13
years of professional experience
Work History
Air Import Team Lead /Air Operations Specialist
DSV AIR AND SEA
Chandler
08.2021 - Current
- Delivered training sessions on tracking and booking platforms to enhance client and team proficiency.
- Implemented process improvements that significantly boosted operational efficiency.
- Managed resolution of escalated customer complaints, maintaining high satisfaction rates.
- Worked with various departments to design tailored solutions addressing customer requirements.
- Assisted manager in strategizing future project initiatives effectively.
- Utilized positive reinforcement techniques to motivate team members and improve productivity.
- Conducted comprehensive onboarding training for new hires, ensuring effective transitions.
- Promoted a customer-centric philosophy throughout all interactions.
- Handle shipments from A to Z.
- Quote various types of shipments.
- Communication with various carriers, vendors, airlines, and customers daily.
- General knowledge of ocean operations, market fluctuations, and handling procedures.
Air Export Team Lead
DSV AIR AND SEA
06.2016 - Current
- Oversaw a team across Europe and South Africa to enhance operational decision-making in quoting and shipping.
- Pulled and distributed posting, billing, WIP, and various reports to ensure task completion.
- Mitigated intercompany invoice disputes, achieving timely resolutions.
- Conducted performance appraisals, delivering constructive feedback and identifying improvement areas.
- Trained new staff on relevant processes and procedures to ensure smooth integration.
- Collaborated with departments to create effective solutions that met customer needs.
- Developed strategies to boost team productivity and elevate customer service levels.
Air Export Operations/Customer Service
Expolanka USA LLC
02.2014 - 06.2016
- Managed daily operations for multiple escalations and agent requests to ensure efficiency.
- Maintained relationships with agents and shippers to expand business opportunities.
- Addressed special and urgent customer requests promptly.
- Coordinated with U.S. shippers to obtain required documentation for compliance with customs regulations.
- Negotiated costs with various trucking companies in the U.S. to optimize logistics expenses.
- Booked shipments with multiple airlines to facilitate timely transport.
- Filed AES documentation as required for export compliance.
- Processed shipments for export, sending pre-alerts and monitoring progress until delivery.
Call Center/reception
Physicians of the North Shore LTD
01.2013 - 01.2014
- Provided compassionate care to improve patient experience.
- Handled significant volume of phone calls, creating concise messages for appropriate recipients.
- Performed receptionist tasks by managing appointment scheduling and cancellations.
- Conducted insurance verifications and processed payments promptly.
Air Export Agent
Integrated Airline Services
08.2012 - 02.2013
- Executed data capture and processed paperwork systematically.
- Consulted with sales each shift to prioritize freight movement for the evening.
- Communicated effectively with company authorities via email regarding logistics.
- Booked airline shipments to ensure timely delivery.
- Calculated shipment dimensions accurately to optimize loading efficiency.
- Delivered document pouches directly to airplanes for secure transport.
Education
Harper College
Palatine, IL06-2015
North Park University
Chicago, IL08-2009
High School -
Elk Grove High School
Elk Grove Village, IL05-2009
Skills
- Microsoft Office Suite
- Cargowise
- Webcost
- ADP
- Freight documentation
- Shipping logistics
- Regulatory and transportation compliance
- Effective communication
- Conflict resolution
- Team leadership
- IMDG/IATA certified
- Project management
- Customer service
- Data analysis and Power BI
- Employee training
- Client communication
- Deadline management
- Performance metrics
- Attention to detail
- Customer focus
- Schedule management
- Budget oversight
- Employee evaluation
- Operations management
- Performance monitoring
- Influencing skills
- Delegation of tasks
- Safety compliance
Timeline
Air Import Team Lead /Air Operations Specialist
DSV AIR AND SEA
08.2021 - Current
Air Export Team Lead
DSV AIR AND SEA
06.2016 - Current
Air Export Operations/Customer Service
Expolanka USA LLC
02.2014 - 06.2016
Call Center/reception
Physicians of the North Shore LTD
01.2013 - 01.2014
Air Export Agent
Integrated Airline Services
08.2012 - 02.2013
Harper College
North Park University
High School -
Elk Grove High School