Customer Service Manager

Ulysses Garcia

**** *******, ******* ****, ** ***46

313-***-**** ***************@*****.***

EXPERIENCE

Penske Logistics Dearborn, MI

Logistics Load Planner –Bilingual Spanish

**** – Present

•This position coordinates all processes and functions of load planning and freight movement.

•Analyzes route schedules or load plans, historical activity and customer trends in order to provide recommendations for improvements to routing efficiency and solution effectiveness.

•Meet customer deadlines and provide required metrics

•Update Transportation Management System with current shipment information

•Provide visibility to management and the customer by tracking, process over-sight, auditing, researching and troubleshooting operational issues or functions.

•Complete daily logs and trackers using excel

•Handle rate negotiations with carriers on a spot rate basis

•Identify cost savings opportunities for the customer

•Coordinates with carriers to ensure on-time delivery by tracking trucks for pick-up, estimating times of arrival and delivery, and recovering loads when necessary

•Provides load exception investigation and reporting

•Border management/tracking material crossing into Mexico/Canada

•Other projects and tasks as assigned by supervisor

•Interact with customers in resolving problems and coordinating implementations

•Applies tactical processes daily within the established business rules

•Meet and exceed KPI Metrics

Percepta Dearborn, MI

In House Warranty Specialist Jan 2011 – 02/26/2018

In-House Warranty requests, labor rate increase requests and general inquiries. Manage customer communications related to all of the above requests. Review application submission for all required documentation and signatures. Verify proper documentation is included with each request. Submit market map requests to the Market Representation team. Submit request for detailed parts sales history to Fleet Service Operations analytics team. Submit documentation to the associated Fleet Manager for Market approval. Perform labor rate study utilizing documented process and obtain necessary approval. Submit all documentation to Retail Network . Send communication to Fleet IT Analyst to turn on warranty system access. Communicate approval / denial to the customer. Update online status tracker throughout the process. Usher each request through the process and work with the team to overcome obstacles. Work on the Fleet Identification number (FIN) to P&A Code alignment project. Coordinate the annual review of inactive In-House Warranty (IHW) accounts

Percepta Dearborn, MI

Spanish Bi-lingual Technical Business Analys

2011 – September 2018

Received inbound calls and warm transfers to handle technical questions on the SYNC/In-Vehicle Technology system.

Utilized ability to maneuver through various systems to provide the customer with prompt, courteous and accurate information.

Accurately respond to customer inquiries through instant messaging software.

Provide on-line support for applications.

Assisted customers through a combination of existing technical knowledge, SYNC and Navigation issues

Ability to use Ford Motor Company online systems to assist customers.

Participated in daily information exchange with Tech Hotlines, engineering and other agents.

Followed up daily with customers if required, to ensure the resolution of any technical problems.

Responded to customer inquiries via email and chat. Escalated customer issues if further review needed.

Being able to handle high volume of chats while keeping up with QA standards and metrics.

Critical Signal Technologies Farmington Hills, MI

Customer Service/ Team Leader 2007 – 2010

Handled 150-200 inbound/outbound calls

Daily data entry

Processing payments from customers over the phone and past due accounts

Supervised 8-15 operators

Provide Quality Assurance standards to employees and coaching sessions

Assisted with weekly employee schedules

Managed and maintained customer files containing billing information and medical details

Adhered to strict HIPAA laws and safe recordkeeping

EDUCATION

Baker College Allen Park, MI

Business Administration April 2017-Present

Henry Ford Community College Dearborn, MI

General Studies 2009

Clarenceville High School Livonia, MI

General Studies 2007

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