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Customer Service Sales

Miami, FL
June 18, 2018

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Noely Hernandez

**** ** ***** ** ****

Miami, FL 33183





More than 10 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales, staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.

Possess solid computer skills.

Excellent working knowledge using, Outlook, Microsoft Excel, WordPerfect, Microsoft Word, Microsoft Power Point, Microsoft Publisher, Photoshop

Panalpina, Inc programs: Paws, CHB, Paid, Thin Client, US Imports, FOS, Warehouse Inventory Control, Customs Clearance, Pantrace, XCP, SeaWader, PRT, AES Cargo Point, SAP TM

ACE – AES Direct

A team player, acknowledged as “Total Quality Customer Service Professional.”

Control office supplies and expenses. Accounts Payables. Hazmat Certify

Notary Public


Ability to speak, read and write in both English and Spanish


Panalpina Inc.

2014 - ……

Regional Ocean Freight Rates and Tariff Coordinator 2017-…

Support to Trade Lane Managers

Rates validation

Rates submission to Panalpina’s SAP – TM System and GPM

Updates to agreements when applicable or increase of (GRI, LSF, BUC and other surcharge)

Support mitigation with carriers

Maintain and updates to local agreements.

Internal support to Panalpina’s Business Units and Sales Support Agents.

Quoting and validation of rates on SAP-TM System.

BSC (Business Service Center) – Country Ocean Export Supervisor 2014-2017

Supervisor of eighteen employees

Payroll approval: time cards, vacations, sick time requests.

KPI/s Reports: checking if department is meeting monthly goals, reports run on ODW than export to Excel, collecting numbers of shipments process between both LCL and FCL ocean export department.

Internal Customer Service, one on one contact with panalpina offices, reviewing process and documents for old and new clients.

Supporting, supervising data entry, to meet daily documentation cut offs.

AES Filing: Making sure all data is correct to submit customs based on USA compliance, ACE access for AES Direct Filing, submission of cargo ITN based on carrier doc cut off.

Mitigation with carriers and internal customers on pricing.


Trainer, new business implementation, and agents developing.

Supporting management with new employees, systems and business implementation: like transitions into new systems like SAP TM, participating in business transitions analysis both national and international.

Sales support: meeting with new and established clients, taking them over the documentation process and requirements in order to move the cargo.

Road Raiders Logistics

2013 - 2014

Logistics Coordinator / Sales Support Agent

Office Administration / Sales Support

Data Entry, bookings, update reports, billing processing

Ocean Exports / Imports and domestic empty miles Operations (US, Hawaii, Alaska, Puerto Rico)

Sales Calls

Constant communication with carriers, and customers

Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

Panalpina Inc.

Customer Service Representative/Administrative Assistance /Data Entry Agent

Work with sales professional and operations manager to establish new office in Pharr, TX.

Support sales reps in opening new accounts and upgrading existing service.

Quickly and effectively solve customer challenges.

Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

Office Administration and accounts payables control.

Inbonds cancelations and clearance Imports and Exports US Customs.

Ocean Exports Operations (Document Processing Agent)

In charge of 5 different office in the USA, creating all the documentation entries

Constant communication with carriers, and inside customers

2010 - 2013

Express Employment Professionals

2008 - 2010

Customer Service / Administrative Assistance

Responsible for planning manager’s agenda, office organization and daily operations.

Help customers with their needs.

Responsibilities included:

Review daily meetings schedules, assisting manager with sales support, follow up calls regarding monthly events.

Organize committee meetings

Data entry, validation of documents, processing payments and new registrations.

Help with payroll entries (hours validations, submissions of working hours of employees)

Generate office supplies orders.

General administration tasks.


The Art Center Design College, Albuquerque NM 2003 - 2007

Associate of Arts: Interior Design

References Furnished Upon Request

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