Summary
Overview
Work History
Education
Skills
Timeline
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Frederik Vlaeminck

Wilsele,VBR

Summary

Dynamic customer service leader with a proven track record at World Courier Belgium, excelling in complaint resolution and relationship building. Recognized for enhancing customer satisfaction and mentoring teams, leveraging strong problem-solving skills and CRM expertise to drive operational success and foster a positive work environment.

Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles.

Enthusiastic professional proudly touting multiple awards for exceptional customer service. A team player poised in all types of situations. Pursuing a new opportunity as a Customer Service Lead.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

29
29
years of professional experience

Work History

Customer Service Lead

World Courier Belgium
11.2001 - 09.2025
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Greeted customers and listened closely to problems described to determine solutions.
  • Organized regular team meetings to share best practices, driving continuous improvement within the department.
  • Analyzed customer feedback data to identify areas for improvement and implemented changes accordingly.
  • Established strong relationships with clients, leading to repeat business and positive feedback.
  • Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Exceeded performance goals consistently through effective communication and problem-solving skills.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Maintained up-to-date knowledge of industry trends to better serve customers and offer innovative solutions.
  • Developed strategies for improving service quality, increasing overall customer satisfaction ratings.
  • Mentored junior staff members to improve their knowledge of company policies, products, and services.
  • Reviewed associate performance to identify training needs.
  • Responded to customer requests for products, services, and company information.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • 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.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Promptly responded to inquiries and requests from prospective customers.
  • Delivered prompt service to prioritize customer needs.

Customer Service Coordinator

DHL Belgium
01.1997 - 12.2000
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Mentored junior team members, fostering a positive work environment and boosting overall team performance.
  • Took ownership of customer issues and followed problems through to resolution.
  • Followed through with client requests to resolve problems.

Credit Controller

FedEx
03.2000 - 10.2000
  • Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
  • Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
  • Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.
  • Used [Software] and [Software] to perform credit appraisals, document verification and loan approvals.

Education

Bachelor of Science - Communications

AP Hogeschool Antwerpen
Antwerpen
06-1990

Skills

  • Customer service excellence
  • Cash handling
  • Department operations
  • Customer relations
  • Customer complaint resolution
  • Email etiquette
  • Order management
  • Client engagement
  • Account management
  • CRM software
  • Staffing oversight
  • Inquiry requests
  • Problem-solving
  • Time management
  • Microsoft Excel
  • Multitasking and organization
  • Data entry
  • Decision-making
  • Team collaboration
  • Microsoft outlook
  • Complaint handling
  • Customer relationship management (CRM)
  • Product knowledge
  • Task prioritization
  • Complaint resolution
  • Project management
  • Relationship building
  • Active listening

Timeline

Customer Service Lead

World Courier Belgium
11.2001 - 09.2025

Credit Controller

FedEx
03.2000 - 10.2000

Customer Service Coordinator

DHL Belgium
01.1997 - 12.2000

Bachelor of Science - Communications

AP Hogeschool Antwerpen

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Frederik Vlaeminck