Customer Service Business Development

DIVERSE MANAGEMENT PROFESSIONAL

Transportation Management Supply Planning Performance Management Negotiation Skills Business Development Employee Training Inventory Control Operations Management Policies and Procedures Vendor Relations Personnel Management Account Management Sales/Customer Service Safety and Regulations Bilingual, English/Spanish Excel, Word, Outlook.

Summary

Dedicated professional with over 8 years of experience in Logistics management, Supply Chain / Planning, and Team Management; to include scheduling, execution, handling, and supervision of supply events. Highly motivated and proactive professional with strong leadership skills, commended for ability to maintain high standards when dealing with complex problems. Possesses excellent analytical skills and is creative in approach of process efficiency opportunities. Focused in providing outstanding customer support and creating a competitive advantage in any organization.

Qualifications Profile

Seasoned, innovative, and solutions-oriented Transportation professional, with solid background in overseeing large-scale transportation projects and planning within a large enterprise environment. Armed with proven success in delivering logistics to create and deliver solutions focusing on business growth, organizational development, and systems optimization. Known for strategic and technical leadership approach in identifying complex problems and coordinating team efforts toward timely completion of projects. Attention to detail, customer service, reasoning, technical competence, and technology application. Based on my experience, I feel confident in my capacity to apply my transferable skills to any new opportunity outside of my previous fields.

Professional Experience

C+C

Field Representative - San Juan, P.R. July 2024 - Dec. 2024

Conduct field visits to up to 40 branches/locations a month

Oversee Retailer/Manufacturer promotional compliance and product placement in participating branches

Engage with partners to identify market barriers and key drivers to deliver solutions that motivate partners to promote the instant rebates program

Ensure partners are properly educated about the instant rebate program, services, and promotional products so information can accurately be relayed to customers

Ensure correct pricing of rebated products

Deliver formal and informal retail employee training

Work with partners to maximize promotion and sales of instant rebated items

Create, plan, and/or staff approximately two promotional events per year

Regularly report store visitations, trainings, and outreach event results to C+C management

Maintain, enhance, and document relationships with all program participants (customers, retail employees, and manufacturer reps)

U.S. Department Of The Treasury, Internal Revenue Services

Contact Representative - San Juan, P.R. Aug. 2022 – July 2024

Interprets and applies applicable portions of basic tax law and regulations, and basic collection techniques and enforcement actions, in order to advise, inform, assess and collect taxes, and associated liabilities.

Research for and analyzes all available information applicable to specific and well-defined collection issues and takes corrective actions needed to close accounts. Explains actions taken.

Contacts taxpayers and/or their representatives in response to IRS contacts regarding a limited number of delinquent situations. Provides explanations to specific inquiries initiated by individuals, generated by notices, or internally generated assignments.

Advises taxpayers of the enforcement actions that may be taken if they fail to meet commitments to file returns and/or pay tax liabilities, and encourages voluntary compliance with tax laws.

Uber

Driver – San Juan, P.R. Nov. 2021 – June 2022

Due to a family emergency which required my attention, I had to relocate to Puerto Rico and resourced to be an Uber driver, where I could setup and managed my own schedule.

Provide great customer service, guidance and means of transportation to customers.

Great time and self-management, budgeting, and scheduling.

Professional appearance, demeanor and attitude at all times while being friendly, polite and with a willing attitude to serve.

McLane Food Services

Transportation Supervisor – Lakeland, FL May 2021 – Aug. 2021

Processed inbound transfers and deliveries to ensure inventory accuracy.

Handled all outbound freight shipments, related paperwork; and made shipping arrangements.

Executed recycling, transfer orders (store to store and sweeps), salvage and inventory removals (MIR’s) in compliance with all DOT regulations and best methods.

Identified and handle environmentally sensitive item management (ESIM) in the reverse logistics area in compliance with applicable laws and regulations.

Completed the ESIM weekly log.

Processed credits and damaged/defective items accurately and in a timely manner to minimize shortage and compliance risk.

Handled merchandise returns according to company and vendor guidelines.

Responsible for maintaining all invoices and documentation per record retention guidelines pertaining to deliveries, ESIM waste pickups and all outbound

Managed the development, performance, and maintenance of transport.

Led transport team and ensured they understood their responsibilities.

Responsible of budget and planning to maximize profitability.

Phoenix Logistics and Cold Storage

Transportation Manager – Winter Haven, FL Feb. 2021 – May 2021

Directed activities related to dispatching, routing, and tracking of transportation vehicles.

Planned, organized, and managed staff members to ensure work was completed and consistent with company standards.

Directed investigations to verify and resolve customer and shipper complaints.

Collaborated with staff members to formulate and implement transportation-related procedures as well as company revenue goals and customer service objectives.

Arranged repairs and routine maintenance of transportation vehicles.

Complied with policies, as well as safety rules, and government regulations.

Promoted safe work activities by conducting safety audits and attending company safety meetings.

Developed initiatives and looked for ways to optimize the transport services.

Ensured the smooth running of the transport and team members.

Contributed to training and development of the team.

Assisted in achieving maximum “customer” satisfaction.

Maintained responsibility for performing all duties in compliance with legal/statutory, regulations, professional duties, responsibilities, and obligations.

Managed, directed and monitored the transport service and the overall performance of the transport to increase efficiency and maximize service, performance, value, and profit.

Planned resource allocation and management of driver supervision.

Maintained and improved mechanisms for the operation of the transport, including surveying and measuring the satisfaction with the transport service and disseminate feedback to the appropriate internal entities.

Gourmet Foods International

Transportation Manager – Lakeland, FL Nov. 2015 – Oct. 2020

Oversaw all aspects of the transportation department by scheduling and directing work activities and providing leadership and direction to company staff.

Handled DOT compliance, FSMA compliance, recruiting, hiring, training, and monitoring employee performances.

Successfully negotiated fleet leasing and freight contracts.

Planned, scheduled, and tracked the logistics of deliveries.

Maintained relationships with outside vendors.

Provided daily updates to upper management on projects status and team performance.

Recorded and documented management: processed drivers' daily paperwork, timekeeping, trip reports, vehicle inspections reports, payroll, and expenses.

Communicated with the sales team, and transportation/logistics from other divisions for route scheduling.

Monitoring and scheduling for driver DOT compliance records including Medical and DL (CDL)

Identified, analyzed, and made suggestions for resolution or correction to reduce barriers impacting the effectiveness of operations and improve efficiency of the work area and team performance.

Provided specialized clerical assistance to sales representatives and other support personnel by assessing customer needs and directing them to the appropriate individual or area in addition to controlling walk-in area traffic flow and demands.

Examined all expenses, supporting documents, and monetary receipts for completeness and discrepancies.

Pulls stock inventory and material for delivery; replenishes stock inventory; interacts with clinical and administrative customers and maintains records on stock levels.

Monitors expiration dates, rotates stock to limit outdates and removes items from use as required by outdates

Monitors and controls critical supplies.

Resolves differences between records and physical count of stock.

Delivers supplies in a timely manner and ensures supplies and material delivered are in operational condition.

Monitors and controls critical supplies.

Air Gas Dry Ice

Route Transportation Specialist– Orlando, FL Nov. 2010 – Aug. 2014

Independently managed five delivery routes with 50+ customers.

Accurately recorded deliveries and pick-ups on a load manifest.

Developed excellent customer rapport with retail customers, as well as commercial accounts.

Provided information on cost, ordering and delivery times. Actively listened to service inquiries, swiftly and effectively resolved complaints.

Performed vehicle inspections and maintained safety of cargo during transport.

Maintained load manifests and all other vehicle documents, ensuring they are properly completed and balanced.

Florida Department of Corrections

Correctional Officer – Demilly Correctional Facility, Polk City, FL Feb. 2009 – Nov. 2010

Responsible for the supervision, care, custody, control and physical restraint, when necessary, of inmates in a correctional institution or facility.

Monitored the conduct of prisoners in housing units, or during work or recreational activities, according to established policies, regulations, and procedures.

Record keeping, such as prisoner identification, charges, and incidences of inmate disturbances, and kept daily logs of prisoner activities.

Physically patrolled and visually inspected units, yards, buildings, prisoners, prisoner property and clothing, to ensure welfare, safety, and security.

Education and training

Polk State College, Kenneth C. Thompson, Institute of Public Safety - Correctional Officer

University of P.R, Liberal Arts, 1989 (some college coursework completed)

Rev. Isidro Diaz Lopez Academy, Diploma, 1988

Military Service

US. ARMY 07/1988 – 03/1989

Certifications and Endorsements

NBI Truck Driver Training School, Class A CDL License

Smith System Safe Driving Certificate

Polk State College, 4-40 Insurance License

Florida Department of Law Enforcement, Florida State Officer Certification

Contact this candidate