Alexandra Costache
Senior Customer Experience Consultant
Antwerpen
Summary
A dedicated professional with a proactive, solution-oriented approach and experience in customer relationship management and logistics process optimization. Skilled in coordinating international transport flows, effective communication, and cross-departmental collaboration. Adaptable and analytical, I identify improvement opportunities and implement solutions that add value to both customers and the company. Passionate about professional development and creating exceptional customer experiences.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Customer Experience Consultant
Maersk Belgium NV
Antwerp
01.2018 - Current
- Proactively monitor and manage outbound and inbound cargo, ensuring smooth operations and transparency across the entire supply chain
- Provide expert guidance on e-solutions and service offerings, responding to customer inquiries via email, telephone, and chat while identifying digital solutions to enhance their experience
- Take full ownership of the end-to-end shipment process, staying up to date with local and international regulations, internal procedures, and product developments
- Act as the primary point of contact for assigned customers, building strong relationships by understanding their business needs and service requirements to continuously improve cooperation
- Analyze customer feedback trends, leading to targeted service improvements
- Identify and implement out-of-the-box solutions that optimize customers' supply chains
- Collaborate with cross-functional teams, including Sales and Operations, to ensure agreed turnaround times are met and uncover upselling/cross-selling opportunities that add value for customers
- Drive customer experience improvements by conducting workshops and training sessions for staff, enhancing service delivery and fostering a positive company culture
- Play an active role in internal and external customer meetings, contributing insights and solutions to strengthen partnerships and improve logistics performance
- Support multimodal transport solutions (ocean, rail, truck, air) to ensure timely delivery of cargo, while addressing potential challenges proactively
- Demonstrate a customer-first mindset by resolving complex issues with a solution-driven approach, ensuring mutually beneficial outcomes
Operational Support Desk
Seatrade Reefer Chartering N.V.
Antwerp
06.2016 - 12.2017
- Manage the processing of loading documents, including bills of cargo and manifests, within the established trade lines
- Generate and issue invoices to agents in a timely and accurate manner
- Conduct diligent follow-ups on outstanding payments and ensure that collections are received punctually
- Update the financial status of trips systematically post-invoicing, ensuring accurate and up-to-date records
- Offer comprehensive operational support to agents to facilitate smooth and efficient processes within the organization
- Coordinated daily operational tasks for the support desk, which ensured seamless communication between departments
Administrative Assistant
Transport De Block
Beveren
06.2013 - 09.2015
- Coordinate and monitor the logistics of both national and international transportation operations.
- Develop and prepare transport assignments, ensuring efficiency and adherence to established standards.
- Manage and cultivate relationships with customers, addressing their needs and concerns to enhance overall satisfaction.
- Compile and maintain detailed transport files, ensuring accurate documentation and compliance with regulatory requirements.
- Provide regular reports to customers, offering insights and updates on the status and progress of transportation activities.
- Coordinated daily office operations, which improved efficiency and allowed the team to focus on critical tasks without interruptions.
Education
Bachelor - International Relations and European Studies
Ovidiu University Constanta
Constanta, Romania 01.2007 - 01.2010
Skills
Strategic thinking
Teamwork and collaboration
Customer service
Problem-solving
Time management
Excellent communication
Decision-making
Time management abilities
Adaptability and flexibility
Personal Information
Date of Birth: 09/12/88
Beyond Work
Passionate about discovering new cultures and perspectives, I love traveling and exploring new places. I enjoy spending quality time with my family, whether it's cooking or baking together or simply sharing meaningful moments. Swimming helps me relax and stay active, while long walks offer the perfect blend of movement and fresh air. I'm also fascinated by personal development and leadership books, always eager to learn and grow both personally and professionally.
Timeline
Customer Experience Consultant
Maersk Belgium NV
01.2018 - Current
Operational Support Desk
Seatrade Reefer Chartering N.V.
06.2016 - 12.2017
Administrative Assistant
Transport De Block
06.2013 - 09.2015
Bachelor - International Relations and European Studies
Ovidiu University Constanta
01.2007 - 01.2010
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