Clare Gaffney

• Managed inbound calls to trace shipments and resolve customer issues.
• Opened and monitored case files for shipments in distress.
• Delivered internal and external customer resolutions with professionalism.
• Used MS Office, internal AI tools, and bespoke DHL systems to investigate and update shipment status.

• Proactively monitored shipments within the Time Definite International network.
• Investigated network deficiencies and collaborated with Operations to improve quality standards.
• Ensured shipment visibility by resolving tracking drops and documenting actions in QSMS.
• Coordinated service recovery actions for delayed or misrouted shipments.
• Developed automated reporting tools and multi‑departmental data systems to streamline pre‑alerts and container prioritisation.
• Supported routing systems, mentored new staff, managed office supplies, and coordinated IT communications.

• Arranged UK and international collections, ensuring compliance with GCSP procedures.
• Delivered high‑quality service via phone, email, and network updates.
• Resolved customer complaints and supported escalations to maintain service standards.
• Streamlined spreadsheets and email communication processes.
• Coached new agents and supported team performance targets.

• Managed head‑office administrative operations including procurement and inventory.
• Conducted sales and competitor analysis to support purchasing decisions.
• Coordinated with warehouse and sales teams to optimise stock flow.
• Prepared purchase orders, maintained vehicle documentation, and supported reception cover.

• Processed sensitive financial data in line with banking regulations (from your document: “Processed sensitive financial data securely, ensuring compliance with banking regulations”).
• Managed cashing‑up, ordering currency, and maintaining accurate transaction records.
• Supported customers with queries, complaints, and product information.
• Oversaw CCTV procedures and branch opening/closing duties.