Customer Service Support Specialist

Pamela Samantha Valdés Villa

Austin, TX

512-***-**** *************@*****.*** linkedin.com/in/samanthavaldesvilla/

SKILLS

Proficiencies: Cost Analysis, 3PL Contract Negotiation, Customer Service and Relations

Tools: Microsoft Office, SAP, TMS, WMS, Oracle, Optimiz, ProTrack, AS400

Personal Interests: Traveling, Salsa Dancing, Cooking

Bilingual - Spanish and English

EXPERIENCE

Private Nanny Austin, Tx

October 2019-Present

•Provided full-time childcare for two children (ages 2 and 5), ensuring a nurturing and structured environment.

•Designed engaging activities that supported early childhood learning, creativity, and social development.

•Managed daily schedules, including meal prep, naptime, and educational play.

•Assisted with potty training, emotional development, and behavioral guidance.

•Communicated regularly with parents to provide updates on milestones and progress.

Sales Representative (Tri-National Inc.)

March 2019 - September 2019

•Hired to provide primary customer service and increase customer acquisitions in Mexico and Southeast region of USA.

•Increased company revenues by +$1M per year in new business for 4+ years.

•Developed relationships with new clients to become trusted advisors.

•Responsible for negotiation and management of Full Truckload contracts as well as communication with customers, suppliers, and 3PL companies.

•Identified and addressed root causes of customer complaints, leading to a 30% decrease in repeat issues.

•Increased customer satisfaction scores by 50% through proactive communication and problem-solving.

•Reduced customer churn rate by 20% through effective customer retention strategies.

Materials Coordinator Manager (Penske)

November 2015-November 2018

•Hired to manage an in-house team with 3 direct reports that provided inbound and outbound logistics for Polaris in the Mexico region.

•Supported the negotiation and management of all carrier and 3PL contracts including Full Truckload, Less-than-Truckload (LTL), Flatbed, Ocean, and Intermodal.

•Official translator of SOP's, coordinator of continuous improvement, trainer of new carriers.

•Successfully resolved a critical plant material outage during 3rd shift by expediting (hot shot) materials delivery by mid day next day.

•Developed and implemented new strategies and policies, reducing average handling time by 40%.

Customer Support Specialist Leader - ProTrans of Mexico

February 2014-August 2015

•Hired originally as Load Planner and promoted to Customer Support Specialist Leader within 3 months.

•Focused on negotiation and management across LTL and FTL contracts and carriers.

•Worked closely with internal customer supply chain teams and external suppliers.

•Volunteered for additional cross-training for multiple departments to enhance the customer experience.

•Resolved 85% of customer inquiries within the first call, exceeding team average by 50%.

•Reduced average call handle time by 40% through effective communication and knowledge of company policies.

EDUCATION

Texas A&M International, Laredo, TX

September 2018-December 2020

Masters of Business Administration

University of Regiomontana, Monterrey, Mexico

September 2017-December 2020

Masters, Supply Chain Management/Logistics

The Autonomous University of Nuevo León, Monterrey, Mexico

August 2009-December 2012

International Relations with Emphasis in Foreign Trade and Customs

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