NATALIA CAJIGAS
Chicago
Summary
Detail-oriented customer service and logistics professional with experience in freight coordination, dispatching, cargo operations, and administrative support. Known for delivering excellent customer service, maintaining strong communication with customers and carriers, and handling high-volume workloads in fast-paced environments. Skilled in shipment tracking, documentation processing, scheduling, and problem resolution while remaining highly organized and consistently meeting deadlines with accuracy and efficiency.
Overview
10
10
years of professional experience
Work History
Customer Service Cargo Agent
United Airlines
Bensenville, IL
11.2025 - Current
- Coordinated and scheduled inbound and outbound cargo shipments while organizing freight pickups and delivery arrangements.
- Responded to high volumes of emails and customer inquiries regarding shipment status, flight schedules, documentation, and cargo tracking updates.
- Prepared, reviewed, and processed shipping documentation including Air Waybills (AWB), Bills of Lading (B/L), HBL, MBL, AES filings, manifests, and freight invoices.
- Communicated daily with carriers, drivers, customers, warehouse staff, and import teams to ensure timely and accurate shipment processing.
- Performed track and trace functions to monitor cargo movement, provide shipment updates, and resolve delivery or transit issues.
- Built and processed shipment manifests, Quick Packs, departure documentation, and cargo routing records for domestic and international freight.
- Coordinated flight bookings and rebookings for cargo shipments while ensuring compliance with airline and transportation requirements.
- Uploaded, scanned, indexed, and maintained freight documentation and shipment records within company systems with high attention to detail.
- Worked closely with import and export teams to ensure accurate shipment processing, customs documentation, and cargo release procedures.
- Assisted with resolving shipment discrepancies, delays, damaged freight claims, and misrouted cargo through effective communication and problem-solving.
- Maintained accurate shipment records and ensured all documentation complied with company policies and transportation regulations.
- Supported daily cargo operations in a fast-paced logistics environment while managing multiple shipments and deadlines simultaneously.
Customer Service Sales Agent Team Leader
Oak Street Helath
Chicago, IL
10.2023 - 10.2025
- Lead team in delivering exceptional customer service through effective communication and problem-solving strategies.
- Trained and mentored new staff on sales techniques and customer engagement best practices.
- Implemented process improvements to enhance operational efficiency and customer satisfaction ratings.
- Conducted Outbound Prospecting & Telemarketing: Making high volumes of outbound calls (300+ per day) to eligible seniors to schedule no-cost "Welcome Visits"
- Performance Metrics: Hitting strict daily, weekly, and monthly quotas for appointments and patient enrollments
- Built rapport with seniors through consultative, patient-focused communication.
- Scheduled introductory office visits to drive new patient acquisition
- Handled sensitive patient information while maintaining HIPAA compliance and confidentiality standards.
- Verified patient insurance coverage and eligibility using OneSource and internal systems to ensure accurate Medicare information and appointment qualification.
- Assisted in improving workflow efficiency and customer satisfaction by supporting process improvements and team collaboration initiatives.
- Met and exceeded daily goals of call and appointment-setting targets.
- Maintained accurate documentation of call outcomes and patient information in CRM systems.
Customer Service Representative
Lineage Logistics
Chicago, IL
08.2018 - 05.2023
- Coordinated and scheduled inbound and outbound freight shipments to ensure timely pickups and deliveries.
- Built and maintained strong working relationships with carriers, drivers, customers, and warehouse personnel.
- Provided customer service support by answering phones and responding to daily emails regarding shipment updates, freight status, scheduling, and delivery concerns.
- Prepared, reviewed, processed, and maintained shipping documentation including Bills of Lading (BOL), freight invoices, AWB, HBL, MBL, and AES paperwork.
- Scanned and uploaded freight and inventory documents into company systems while ensuring accuracy and compliance with company procedures.
- Assisted with inventory tracking and shipment record management for warehouse freight operations.
- Processed rate requests, supported pricing submissions, and compiled shipment and transportation reports.
- Investigated shipment discrepancies, handled mis-shipments, and communicated effectively with customers and drivers to resolve issues quickly.
- Maintained organized filing systems for freight records, shipping paperwork, invoices, and transportation documents.
- Ensured all shipping documentation was accurate, complete, and compliant with operational and transportation guidelines.
- Supported daily shipping and receiving operations in a fast-paced logistics environment while managing multiple priorities efficiently.
Administrative Assistant
LLC Insurance Agency
Chicago, IL
01.2017 - 01.2018
- Managed daily office operations including answering multi-line phone systems, greeting clients, and directing customer inquiries professionally.
- Collaborated with team members and management to support daily administrative and customer service operations in a fast-paced office environment
- Handled incoming and outgoing emails while ensuring timely responses to customer and internal requests.
- Coordinated appointments, scheduled meetings, and maintained calendars for management and staff members.
- Prepared and processed invoices, reports, customer correspondence, and internal documentation with accuracy and attention to detail.
- Maintained organized electronic and physical filing systems for client records, freight documents, insurance paperwork, and company reports.
- Assisted customers with policy-related questions, documentation requests, and general account support.
- Processed data entry, updated customer information, and maintained accurate records within company databases and office systems.
- Supported freight and logistics insurance operations by communicating with drivers, carriers, and clients regarding documentation and account information.
- Assisted with bookkeeping tasks, account reconciliation, invoice tracking, and payment record management.
- Supported office efficiency by organizing paperwork, scanning documents, and ensuring all records were properly maintained and accessible.
Windy City Limousine
Windy City Limousine
Chicago, IL
03.2016 - 01.2017
- Schedule and dispatch workers and service vehicles based on customer needs and specifications.
- Communicate work orders and updates to drivers via phone or two-way radio.
- Monitor personnel and vehicle locations to coordinate timely service.
- Determine required vehicles and staffing levels for each assignment.
- Ensure all vehicles are returned at the end of each shift.
- Coordinate shipments by monitoring inventory, forecasting needs, and expediting orders.
- Provide excellent customer service by addressing internal and external inquiries.
- Maintain up-to-date job knowledge through ongoing training and development.
Education
High School Equivalency Diploma -
Nicholas Senn High School
Chicago IL 05-2011
Skills
- Customer service excellence and client support
- Carrier Relationship Management
- Clear verbal and written communication
- Strong attention to detail and accuracy
- Time management and multitasking
- Problem-solving and conflict resolution
- Professional phone etiquette
- Organization and prioritization Adaptability in fast-paced environments
- Team collaboration and independent work Confidentiality and professionalism
- Typing speed of 129 WPM with high accuracy
- Microsoft Office (Excel, Outlook, Word)
- Freight and Cargo Coordination
- Data Entry Accuracy
- Freight Coordination & Shipment Scheduling (inbound and outbound cargo)
- Import & Export Operations
- Air Waybill (AWB) Processing & Verification
- Bills of Lading (BOL) Preparation and Review
- House Bill of Lading (HBL) & Master Bill of Lading (MBL) Handling
- AES Filing & International Shipping Documentation
- Shipping & Receiving Operations
- Shipment Tracking & Trace
- Routing & Carrier Selection
- Freight Invoice Processing
- Experience working in warehouse and logistics environments
Timeline
Customer Service Cargo Agent
United Airlines
11.2025 - Current
Customer Service Sales Agent Team Leader
Oak Street Helath
10.2023 - 10.2025
Customer Service Representative
Lineage Logistics
08.2018 - 05.2023
Administrative Assistant
LLC Insurance Agency
01.2017 - 01.2018
Windy City Limousine
Windy City Limousine
03.2016 - 01.2017
High School Equivalency Diploma -
Nicholas Senn High School