Customer Service Manager

Aimee Mercado

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

Rohnert Park, CA. 94928

Phone: 619-***-****

************@*****.***

Summary

Conscientious and committed International Logistics Supply Chain Manager with nine years of

success developing innovative solutions for cost reduction. Key strengths include:

communication, rapid crisis resolution, (TMS) Transportation Management System super user,

international and domestic transportation.

Professional Experience

Logistics Analyst 2014 - Current

Enphase Energy – Petaluma, CA

Oversight of global transportation and operations under logistics department. Recommends

carrier selection, freight cost goals, and contract discussions. Recommends new carrier changes

and proposals to save in freight costs. Monitors metrics and evaluates logistic performance and

sets strategy for company goals.

Developed relationships with current freight carriers, manufacturers, and distribution & 3PL

partners. Also has introduced new carriers and partners to Enphase. Monitors ocean, air, and

domestic rates to minimize cost. Provide analysis and reporting for all projects.

Currently handles Enphase custom and compliance piece of the business including ECCN

determination, HTS/Schedule B, Restricted Party Screening via 3rd party, Supplier declaration,

Certificate of Origin, knowledge of current Inco-terms, and customs requirements. Ensures

company is compliant with import and export laws and regulations. Formulate SOPs for all new

carrier and manufacturer partnerships.

Strong organizational skills and has extreme attention to detail with high level of accuracy. Also

has planning experience with effective communication skills. Works independently with minimal

direction.

International Logistics Manager 2006 – 2014

Baker & Taylor – San Diego, CA

Managed inbound international supply chain of the largest book, publication, and digital media

distributor in the United States. Also responsible for the profitability of an internally based third

party logistics firm.

Instrumental in the implementation of G-Log, Oracle, and TMS (Transportation Management

System); core super user of this system. Managed a team working in the TMS routing freight

globally.

Specialize in Inbound International Logistics. Managed all ocean, air, drayage, and rail

transportation. Worked very close daily with overseas agents, brokers, printers, manufacturers,

carriers, customs, customs brokers, freight forwarders, buyers, publishers, and distribution

centers. Negotiated all ocean, air, drayage carrier rates and contracts.

Responsible for the P&L, budgeting, forecasting, billing, contracts, and all other reporting

requests monthly. Assisted in analysis developing methods to reduce cost in transportation.

Insurance Consultant 2003-2005

CUSO, Mission Federal Credit Union – San Diego, CA

Provided high quality customer service to consumer clients, MFCU staff, and CUSO (Credit

Union Service Organization) staff. Trained MFCU branches and departments in: product

knowledge of insurance services, online CUSO services, policies, procedures, sales.

Trained new CUSO employees in: insurance and investments services, symitar system, polices

procedures, online services, balancing general ledgers, filing insurance claims, issuing monthly

to CUSO agents and administrators, providing back office support to branches and departments,

customer services to consumer clients.

Performed various office tasks such as: daily reports, filing insurance claims, balancing general

ledgers issuing monthly billing, updated online services, drafting sales charts, for quarterly board

meetings, tracking auto, visa, and real estate loans, various accounting duties.

Experienced in high call volume and multitask work environment.

Lead Account Specialist 2000-2002

San Diego County Credit Union – San Diego, CA

Provided high quality customer service to consumer clients. Exceptional sales record of credit

union products and services. Received various accommodations and bonuses.

Trained new employees in: symitar system, policies, procedures, online banking, online bill pay,

wires, IRAs, new accounts, credit history reports, visa and auto loans, discrepancy reports, check

imaging, sale levels.

Performed various office tasks such as: designated daily reports, consumer account transactions,

new accounts, loan pre approvals, funded credit card and auto loans, maintenance on online

banking and online bill pay.

Experienced in high call volume and multitask work environment.

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