Daniela Drada Lopez

Customer Service Documentation

• Supported customers with export documentation and Bill of Lading preparation.
• Checked documentation requirements and deadlines before vessel departure.
• Helped customers solve documentation issues and ensure timely processing.

Customer Service Import

• Supported customers with cargo release processes and related requests.
• Assisted customers with invoicing questions and invoice-related issues.
• Supported customers with shipment-related issues at destination and helped them find suitable solutions.
• Managed a high volume of daily customer requests while providing timely and accurate support

Customer Service Support - Disputes Handling

• Manage customer disputes related to invoice discrepancies and charges.
• Investigate cases and provide clear and timely answers to customers.
• Use Salesforce to manage disputes, track cases and communicate with customers.
• Handle complex cases and escalations that require further investigation.
• Support the ongoing offshoring of dispute activities to GCC.
• Train GCC colleagues and provide ongoing assistance during the transition.
• Create and update SOPs and training materials to support knowledge transfer.

• Provided first-level support to healthcare booking operators, call center staff and pharmacies.
• Resolved technical issues related to appointment scheduling systems.
• Managed multiple requests and escalated complex cases when needed.

• Assisted customers in Italian, English, French and Spanish with ferry routes, fares and travel information.
• Managed ticket bookings, quotations, booking changes and cancellations.
• Handled a high volume of customer requests while providing clear and professional support.

• Welcomed international tourists and provided information about local attractions and sightseeing services.
• Promoted and sold city sightseeing tours, helping customers choose the best option for their needs.
• Assisted customers in Italian, English, French and Spanish during their experience.