Cindy Jones

International Program Manager @GLS US

US

International Customer Experience• Lead International Customer Experience strategy supporting cross-border parcel operations (US–CA, US–EU and reverse lanes).• Serve as liaison between domestic CX teams, offshore CX support, operations, brokerage, and account management.• Design and govern standardized workflows for international inquiries, including customs delays, duty disputes, delivery exceptions, and claims.• Manage offshore CX personnel performance, workload allocation, training, and escalation controls.• Develop escalation framework for high-risk or high-value international shipments.• Partner with Operations and Brokerage to reduce recurring clearance failures and improve customer communication accuracy.Customs Brokerage Program Management• Own end-to-end customs brokerage governance for international parcel movements (US–CA, US–EU, and reverse flows).• Serve as liaison between operations, customs brokers, carriers, and customer experience teams.• Ensure compliant entry filing (formal/informal), classification accuracy (HTS), valuation methodology, and documentation integrity.• Monitor clearance performance (release times, holds, FDA exams).• Drive resolution of customs delays, duty disputes, post-entry corrections, and claims.• Oversee broker KPIs, SLAs, billing accuracy, and audit controls.• Lead onboarding of new clients from a customs readiness standpoint (data mapping, POA, bond validation, entry strategy)

LaGuardia Community College

AAS, Travel & Hospitality

Baruch College

BBA, Marketing

Monroe University

Project Management

Monroe University

MBA, Business & Health Administration

Port Richmond HS

H.S. Diploma, Diploma & AOTT