Kristi Mallen

Carrier Support Assistant with over 3 years of experience in logistics and healthcare customer support. Skilled in phone, email, and chat support, shipment tracking, track & trace, carrier coordination, benefits and eligibility verification, customer escalations, refunds and reimbursements, documentation, and issue resolution. Strong communication, problem-solving, and organizational skills with a commitment to delivering exceptional customer service and achieving quality and performance standards.

Logistics Courier Service Agent

(2025-07 - 2025-10)

• Tracked shipments and provided timely delivery updates.
• Responded to shipment inquiries and resolved delivery concerns.
• Coordinated with logistics teams and carriers to ensure timely pickups and deliveries.
• Maintained shipment documentation and service records.
• Delivered excellent customer service while meeting performance standards.

Healthcare Provider / Member Service Advocate (OTC)

(2024-10 - 2025-06)

• Assisted members and providers with benefits and eligibility verification.
• Responded to inquiries regarding insurance coverage and OTC program benefits.
• Coordinated with healthcare providers and pharmacies to resolve customer concerns.
• Provided customer support via phone, email, and chat.
• Maintained accurate documentation while ensuring confidentiality and service quality.

Carrier Support Assistant – Shipment

(2023-01 - 2024-09)

• Assisted customers and carriers with shipment tracking and delivery updates.
• Resolved delayed, lost, damaged, and other shipment-related issues.
• Managed customer escalations, including refund requests and reimbursements.
• Coordinated with carriers to ensure timely pickups and deliveries.
• Maintained accurate shipment records and documentation.
• Provided support through phone, email, and chat while meeting service quality standards.

Quality Assurance Manager – Garments Division

(2018-04 - 2022-11)

• Oversaw quality assurance processes and product inspections.
• Identified and resolved quality issues throughout production.
• Collaborated with suppliers and production teams to maintain quality standards.
• Implemented corrective and preventive actions to improve product quality and on-time delivery.
• Prepared quality reports and ensured compliance with company standards.

Bachelor of Science - Marketing Management - University of San Carlos