1. Michelle A. Hales
5440 Huron, Lyndhurst, Ohio 44124
(440) 376-1129 ▪ halessm@roadrunner.com
Versatile and self-motivated professional seeks challenging position in freight
forwarding operations. Possesses a unique sense of innovation and resourcefulness with proven
expertise in ocean and air, imports and exports procedures as well as US Customs brokerage
procedures. Excellent rapport with all clients, levels of management and peers; coupled with
strong communication skills, both verbal and written. Top-notch analytical skills; investigates
alternatives thoroughly while focusing on all relevant details. Hardworking with a
strong work ethic.
Experience Summary
Well-qualified, knowledgeable professional with twelve-plus years of customs brokerage,
freight-forwarding, direct-to-store and warehouse operations experience. Provides efficient,
customer-friendly service to a diverse client population. Effectively communicates with vendors,
carriers, co-loaders and government agencies on a daily basis. Has excellent rapport with
customers and demonstrates the ability to make independent decisions while working as an
integral member of a team. Hand-picked to handle complex and one-off shipments and several
high profile accounts; able to process accounts error-free and in a timely manner. Results—high
customer satisfaction with efficient and timely billing turnaround.
Education/
Training/ Certifications
Cleveland Heights High School, Cleveland Heights, Ohio – Graduated 1984
Dangerous Goods Certification (Ocean) – April 2016
TSA Certification – September 2016
Forklift Operation and Safety Certification – 2011
Professional Experience
Ocean Export Product Agent – Hellmann Worldwide Logistics – 8/2013 – Present
Handling cradle-to-grave procedures. Duties include communicating with customers (both
internal and external), arranging collection of freight, creation of booking advices, AES
submissions, Schedule B classification, tracking, and billing of all shipment files.
Ocean Export Coordinator – Agility Logistics, Cleveland, Ohio - 8/05 -8/2013
Coordinator handling cradle-to-grave procedures for over 60+ shipments per month. Duties
include communicating with customers (both internal and external), arranging collection of
freight, creation of booking advices, AES submissions, Schedule B classification, tracking, and
billing of all shipment files. Primary back-up for air export desk handling all duties. Secondary
back-up for all other employees during vacations and sick days handling air and ocean import
duties. Assists daily overseeing of branch warehouse and unloading of freight using the forklift
in a safe manner. Accident-free. Knowledgeable in pricing and quoting policies. Gives detailed
quotes to ensure profitable yet expedient movement of shipments. Regularly volunteers to accept

2. new accounts and do tasks others won’t or can’t. Team player who will do what is needed to
ensure the customer receives top-notch customer service.
Import Customer Service Rep – Exel Global Logistics, Cleveland, Ohio - 6/02 - 8/05
Handled accounts in a variety of industry fields: plumbing supply, chemicals, automotive and
wine importers. Duties include tracking each shipment, coordinating and entering FDA data for
appropriate commodities. Billed import fees in accordance with accounts contract and
government assessed fees. Maintained customer profiles to ensure data was accurate and up-to-
date; Result—error-free billing.
Import Customer Service Rep. – Fritz, a UPS Company, Cleveland, Ohio - 7/00 - 6/02
Oversaw shipment processing on import shipments for major companies importing heavy
machinery and bearings. Currently handled 80-100 entries per week resulting in expedient
courteous customer service. Received numerous compliments from customers regarding
customer service skills. Tracked each shipment, monitoring freight rates and billing fees in
accordance with client’s standard operating procedure. Developed and maintained all customer
profiles ensuring data was current and error-free.
Computer Skills
Very familiar with: Microsoft Word • MS Outlook • MS Excel • AS400 System (Freight
Forwarding System named CONTROL) • HBU System (ABI System used to communicate with
US Customs) • Fax, Copiers and Scanning Machines, ACE on line AES filing system
References Available upon request