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Employee Relations Customer Service

Erie, PA
30,000 annum
May 11, 2020

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Daniel Trinidad-Rivera

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

Erie, PA 16507

Mobile: 814-***-****



** During gaps of employment, I searched, applied and interviewed for suitable employment

April 2019 – January 2020 Institute of Medical and Business Careers, Erie, PA

Enrollment Specialist

Follow-up on incoming lead calls and leave messages for potential student prospects.

Interview potential students for enrollment in online and campus programs offered.

Assist potential students in finding low cost options to obtain GED’s and schedule follow-ups with them to make sure GED was taken and then speak with them about online programs we have available.

Follow up with potential students interviewed that did not complete process for enrollment and assist where necessary.

Provide campus tours to potential students interested in enrolling in programs.

August 2017 – March 2019 John V. Schultz Furniture and Mattress/Ashley Home Store - Erie, PA

Merchandising Assistant

Customer Service Team Lead Supervisor

Supervise 10 call center customer service associates and provide mentorship as well as process changes and guidelines to ensure that customer experience World Class Service. Assign and distribute tasks and service orders as needed. Answer multi-line phone system

Provide consistent, genuine, friendly, personable, and professional service. Handle multiple responsibilities which include addressing real time customer complaints as well as delivery or service items.

Work as an advocate for customers while meeting and exceeding business goals. Support customer service, Sales, and operation team members to facilitate the delivery a great customer overall experience.

Proactively resolve customer escalations and issues. Work with customers and address their concerns or issues while negotiating concessions, customer refunds, and customer credits.

Process Purchase Order Acknowledgements through STORIS program system.

Process order confirmations and Sales Order for furniture purchases.

Handle quality assurance of merchandise.

Review and provide analysis of PO reports, Acknowledgement reports and delivery on PO’s.

Schedule freight deliveries for warehouse and stores

Handled all logistics and global shipments coming in for delivery.

December 2016 – June 2017 Highmark Blue Cross BlueShield, Inc. – Erie, PA

Customer Service Advocate, General Non-Dedicated Accounts

Inbound call center advocate for members, providers, third party administrators, and other insurance carriers. Assisted members with claims inquiries, claim adjustments. and explanation of benefits. Educated members on how their claims are processed.

Provide members with in-network and out-of-network coverage, deductibles, co-insurance and co-pay information.

Assisted members with requests on procedure codes and diagnosis codes relating to their benefits. Advised what procedure or diagnosis codes will be covered and not covered.

Prepared member letters for ADHI and PHI information and access to other member policy information.

Prepared company letters for member requests on cancellation of coverage, coverage effective dates and out of country benefits.

Provided FCR (First Call Resolution) for members by addressing all customer needs on their initial call and providing world class customer service.

Researched providers for member to determine if providers they want to use are in or out-of-network.

Provided members with listings of providers for various types of services (i.e. primary care, substance abuse, mental health and behavioral services, chiropractic services, durable medical equipment and specialists among the few).

Provide members with Drug prescription drug coverage information, medication, prior authorizations, and rejected claims for medications. Assisted members with updates on their coordination of benefits and member profiles

Routed dedicated account members to proper department and special account services. Assist members within the Northeast, and Western regions of Pennsylvania and Delaware.

November 2007 – October 2014 Logistics Plus – Erie, PA

Contract Site: GE Transportation, Erie PA

International Trade Compliance Import Analyst

Handled all aspects of accounting processes, invoicing, budget and budget analysis.

Processed broker requests (i.e. US Imports for GE Transportation, GE Mexico related facilities and external suppliers)

Liaison to US Customs Brokers in Texas and Ohio establishing supplier profiles, customs clearance instructions, service issues at Texas Port. Coordinate special requests involving drop shipments to Canada and US ports.

Liaison to GE payment center for Mexican brokerage invoices, US brokerage invoices, supplier invoices and US customs related billing. Review, code and approve processed billing for payment.

Processed US Customs refund checks. Update internal recordkeeping logs and transmit results to finance.

Reviewed, processed and approved reconciliation invoices for payment processing.

Provided compliance support for GE Mexican suppliers, GE Transportation related facilities

Communicated and facilitated issues arising from clearance/movement to new ports in Mexico and US.

Assisted GE third party classification service provider with NAFTA solicitations.

Maintained and updated contact lists and databases for solicitation.

Conducted monthly auditing of processed imports.

Monitored broker activity to ensure GE SOP guidelines are being met.

Updated broker SOPs (i.e. FedEx Trade Networks, FedEx CPA, UPS Supply Chain Solutions and DHL)

Processed documentation required for CF28 and CF29 requests.

Established procedures and enforce guidelines are in use for GE Mexico non-resident importer facilities.

Analyzed broker performance metrics.

Performed daily updates for internal recordkeeping for shipments outside of normal standard process (i.e. courier shipments).

Updated daily broker requests logs. Processed post-entry work and value reconciliation.

Researched Mexican law requirements for importation of certain goods for special projects.

Reviewed and processed all U.S. customs liquidation notices.

Processed Transportation Entries and Section entries received from brokerage service providers.

October 2006 - November 2007 SB3, LLC / Erie Management Group, LLC – Erie, PA

Office Manager/Administrative Assistant

Handled all aspects of accounting processes, invoicing, budget and budget analysis.

Assist President with various onsite building and railroad construction projects.

Research and review potential government regulations and requirements for rail project and biodiesel facility.

Review and maintain map blueprints of site and building renovations.

Review and maintain vendor contracts, insurance certificates and agreements

Coordinate and manage weekly construction meetings and meeting minutes.

Monitor and assist in maintaining tenant satisfaction of property management services provided.

Review and prepare all purchase orders and accounts payables for approval.

June 1997 – July 2006 New York & Atlantic Railway Co. – Glendale, NY

Title(s): Office Manager - Freight Claims Manager - Human Resource Administrator

Marketing Manager

Handled all aspects of accounting processes, invoicing, budget and budget analysis.

Provided President with new ideas and procedures to promote company safety policies and incentive programs. Worked with President in devising annual safety program revisions and qualification guidelines. Analyzed and prepared quarterly reports on qualified personnel for quarterly safety awards.

Facilitated all preparations for corporate functions, special events, seminars and corporate meetings. Coordinated staff meetings and new hire orientations. Arranged all corporate travel accommodations for management team.

Prepared all graphic layouts and designs of corporate handbooks, brochures, newsletters, flyers, and customer handout information.

Processed all new employee hire forms, employee benefits orientation, payroll, life insurance, 401(k) plan, profit sharing distribution, evaluations and terminations.

Monitored and prepared COBRA coverage applications for terminated employees. Maintained database of all COBRA coverage recipients.

Updated and maintained employee medical, life and pension plan databases.

Handled all accounts receivable, payables and petty cash accounts.

Trained management and employee personnel on various computer software programs and provided IT support to corporate headquarters.

Reviewed and maintain all vendor leases. Analyzed buyout options, clauses, and lease expirations.

Maintained and updated customer and employee databases. Maintained inventory databases for office equipment, computer hardware, software, and cellular phones.

Purchased office supplies, train equipment, locomotive parts, safety equipment, computer hardware, and software for five locations.

Updated and process all customer certificates of liability documents and compliance.

Program Administrator for Random Drug & Alcohol Drug testing program. Prepared enrollments, deactivations, change in status, and scheduling of drug and alcohol testing. Arranged job site specimen collection for testing. Maintained FRA (Federal Railroad Administration) records of employee testing and results.

Processed monthly government casualty reporting for employee injuries, grade crossing accidents, and rail equipment accidents.

Prepared and processed all commodity loss & damage claims.

Assessed and provided results for inquiries on pension policies and policy restrictions.

Processed pension enrollments, IRA rollover applications, loan disbursements, and hardship loans.

Prepared and distributed annual review of plan changes and provided analysis of investment options.

Monitored and reported annual rate increases on premiums to upper management.

Handled all aspects of employee hiring, orientation, employment verification, payroll, employee evaluations and employment terminations.

Performed periodic reviews of medical benefits, life insurance, 401(a) profit sharing plan and distribution of benefits.

Assessed and generated quarterly reports to CFO of employee plan changes, withdrawals from life insurance and/or medical coverage.

Performed an annual review of employment policies. Reported changes and provided new ideas to improve management/employee relations

Responsible for establishing cost effective freight rate structures for various industry customers

Research potential freight sites and service viability for potential rail shippers.

Manage various industry customers and commodities (i.e. consumer foods, beverages, LPG, lumber products, Pulp and plastics)

Prepare quarterly commodity growth reports

Prepare yearly budget forecasts for commodities maintained

Work as liaison between Class I carriers and rail shippers to negotiate the purchase and rental of fleet rail cars.

Responsible for increasing overall inbound rail traffic from 9,000 carloads per year to 20,000 per year through aggressive sales.

September 2000 – June 2002 Permalin Products Co. /Permafiber Corporation – New York, NY

Office Manager

Supervised day-to-day duties for customer support group. Reviewed daily projects and distributed work orders to staff.

Monitored and maintained all company cellular accounts for management and nationwide sales representatives. Analyzed plans, services, coverage areas and conducted carrier cost analysis. Reported plan changes, terminations and contract renewals to President and administered new service plans and equipment.

Reviewed and provided analysis of all maintenance contracts for telephone equipment. Routinely evaluated and updated changes in contracts. Prepared cost analysis of contracts and provided a cost-effective plan of action in purchasing maintenance contracts for equipment.

Purchased and monitored inventory control of office supplies, office equipment, janitorial supplies, telephone equipment and samples for distribution to clients.

Coordinated and supervised all aspects of corporate events, seminars, sales meetings, staff meetings, and company events.

Handled all aspects of business travel arrangements for President, Vice President and all management and sales department staff.

Updated and maintained customer database


November 2014 – 2018 Argosy University – Phoenix Arizona

Major: Business Administration

Bachelor of Science and Business Administration

July 2000 – August 2001 York College, Jamaica, New York

Major: Accounting

April 1992 – June 1992 Travel Travel Careers, New York, New York

Travel Agent Certificate


Office 365, Access, Microsoft Axapta, MS Edge, Excel, Outlook, PowerPoint, Publisher, Word, Microsoft Windows 10, AS-400 System, Oracle ERP,

IBM/TPX CAS, CSD System, INSINQ System, OPIS System, OSCAR Benefit, ICIS Benefit, QuickBooks.

LANGUAGE(S): Spanish – Fluent

REFERENCES:: Available Upon Request

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