OBJECTIVE

To become a member of a leading organization where I can actively contribute to achieve challenging business goals and attain professional growth. Proven areas of experience include:

WORK EXPERIENCE

Confidential

• Customer Service Representative
• Responsible for managing 24 regional accounts and supporting 3 national accounts, successfully maintaining an average of 96 on-time delivery rate.
• Actively contributed in the process of streamlining communications and procedures for the short dated and sample product programs.
• Actively supported testing activities and sample data collection for the implementation of a Transportation Management System.
• Closely worked with the Logistics Department in the resolution of late deliveries, routing guide management and transit/lead-time analysis.
• Assisted with trade shows in support of marketing initiatives.
• Investigated and resolved unprocessed EDI transactions to successfully convert into orders. Negotiated and corrected inadequate lead times, pricing chargebacks and deductions and payment terms.
• Worked in partnership with key groups within the Supply and Demand Planning departments to manage customer collaboration relationships through the Vendor Managed Inventory VMI process.
• Performed complex analysis of order fulfillment to keep focus on maintaining perfect order index metrics and collaborated with different functional areas to ensure attainment of on-time product delivery and first time unit fill rate.
• Responsible for managing product allocation process and preparing metrics reports for product availability, holds and shipping status.
• Provided technical product support to other customer service representatives by assisting in cross-training sessions and leading the obsolescence process training.
• Acted as a liaison between customers and Operations and Customer Service departments.

Confidential

• Program Manager Responsible for managing and directing account relationships for the Mid-Atlantic and Southwest regions, and the U.S. transportation market.
• Actively contributed to exceed sales quota for Southwest territory.
• Provided technical product support to field sales and customer service representatives by participating in cross-training sessions and leading the e-commerce platform training.
• Acted as a liaison between customers and Operations and Customer Service departments.
• Actively participated on outbound calling programs to qualify sales leads and sell products and services.
• Responsible for quarterly marketing campaigns and collateral development for assigned territories and markets.
• Provided continuation to critical duties during Sales Executives absences supporting prospect inquiries, RFQ's, RFP's, Contracts and other special projects.
• Increased sales by providing personalized support to prospects and existing customers.
• Serviced and retained commercial account customers and prospects
• Assisted in the development of new business by actively pursuing new accounts
• Sales Assistant
• Handled customer incoming calls, emails and web chats.
• Assisted customers to identify best solutions for their applications maximizing cross-selling and upselling opportunities
• Managed queue of incoming sales orders for processing which included acknowledgement, contract review, system input, lead-time appointment, freight quoting and carrier selection, preparation of critical shipment documents and declarations, follow up and customer communication.
• Processed credit card charges, returns, credits and claims
• Assisted in the preparation of proposals
• Acted as a liaison between Inside Sales and other departments within the organization to ensure customer satisfaction.
• Reported on status of on time delivery and troubleshot shipping delays and carrier changes.

Confidential

Bilingual CSR, Microsoft Online Services

• Responsible for providing Bilingual Spanish customer service while meeting Microsoft's quality, expectations and standards.
• Developed Spanish and English call scripts based on quality attributes and standards.
• Revised existing Spanish e-mail templates for customer response and developed new templates based on CSR demands.
• Assisted in the development, implementation and support of operational policies and procedures that facilitated the attainment of departmental and organizational goals.

Confidential

Coordinator, Operations Customer service

• Responsible for scheduling work and overseeing daily operations for security, quality control and customer service.
• Redesigned process and information flow for key production processes that increased capacity, and insured compliance with legal, quality and security requirements while improving customer service. Developed procedures and work instructions.
• Responsible for budgeting, scheduling and execution of off-site services programs.
• Provided case management services to customers with special requirements.
• Provided project management and logistics coordination for special projects.
• Assisted in organizational redesign that resulted in improved performance and increased organizational capability.
• Supervised, coached and trained volunteers and interns.
• Served as liaison before County Community Affairs Office and major Hispanic associations in Northern VA.
• Participated in the setup of IT infrastructure which included LAN design, installation of servers, terminals, routers, software and other computer based tools of the new Consulate facility

Confidential

• Assistant, Operations Customer Service
• Responsible to coordinate process for data collection and data entry for passport issuance.
• Responsible for the production of documents for off-site consular services program.
• Responsible for the issuance and registration of Vital Records
• Developed electronic forms to streamline archiving and shipping of registry files to Head Office.
• Responsible for managing Customer Service
• Handled all visa inquiries for foreign diplomats, International organizations and U.S. government officials.

Confidential

Coordinator, Feeds Video Library

• Responsible for daily operation of feeds department and the selection of stories from video logs. Supervised two Production Assistants.
• Key member of the creative production team that decided on daily newscast content.
• Handled all inquiries for video materials from affiliate stations, reporters and editors.
• Liaison with major news providers CBS, Reuters and AP .
• Provided video images and rough editing support to chief editors, producers and crew.
• Developed news library and database for video and newscast file management.
• Assisted producers and anchors in daily newscast live production.
• Assisted floor producer with time management, equipment maintenance and setup for primetime and late night newscasts.

SKILLS

• Languages: Fluent Spanish and English, intermediate German and basic French proficiency.
• Computer: Windows MS office: Excel, Access, Word, Power Point, Outlook , Mac OS Works , Web Browsers, JD Edwards, Dynamics CRM, Lotus Notes, Adobe, AFIS, Basic programming.