Customer Service Logistics Manager
Resume:
JUAN P. HERNANDEZ RAMIREZ
Nashville TN *****
****.*****@*****.***
SUMMARY
Highly motivated dispatcher with over ten years of experience working in a logistics environment. Adaptable to new logistics technology to make the shipping process easier. Excellent customer service skills and problem- solving abilities.
EXPERIENCE
LabLogistics
Overnight Lead dispatcher
11/21 – Current
Ensure that all routes are completed each day according to the driver's schedule.. Proactively identifies issues and or any driver delays. Ensures proper handling and storage of specimens according to established protocols and safety guidelines. Monitors courier activities to verify compliance with client’s SOP’s and promptly address drivers who are not following proper protocols.
Communicates any issues, empty will-call stops, delays, or missing samples to the appropriate laboratory representative promptly and accurately.
Escalates urgent or critical issues to management following established protocols and procedures. Answers incoming calls and inquiries from clients, providing exceptional customer service and resolving issues as needed.
Omega Mile Transportation
Logistics Manager (Amazon BNA5)
10/19 – 11/21
Create and modify drivers' schedules independently as dictated by customer needs and to ensure the most efficient delivery to customers.
Monitor daily volume and make independent decisions about when and where to make adjustments to planned operations, including decisions regarding consolidating route stops, canceling routes and adding deliveries as needed.
Determine number of trips and vehicles to run, assign drivers and equipment to runs. Reinforces compliance of company safety policy with drivers while loading, unloading and driving. Independently investigate and resolve customer complaints, interpret and enforce company policies, resolve driver complaints.
Mesilla Valley Transportation
Fleet Manager
06/19 – 10/2019
Organizes and assigns productive drivers to the most efficient routes to ensure deadlines are met. Reports all late deliveries/pickups to Customer Service Representatives Demonstrate great customer service with drivers by building relationships with them to maximize their performance Handle a fast-paced environment and develop a team-oriented mentality for success Continuously monitors and directs the arrival and departure of loads and drivers. Maintain a high level of performance through constant movement and reconciliation of 40 driver's fleet. AMAZON
AMZL Shift Assistance - DNA1
5/2017 – 5/2019
Provide assistants for Shift Managers to meet the daily station goals. Track and report of ATS/labor hours for Prime Free Same Day Team. Assist Shift Manager with same day dispatch duties, train associates and verify SOP compliance Ensure successful area performance, through tracking and reporting metrics. Independently assess all aspects of PFSD and FlexTeam work performance and provide feedback. Ensure station is in good Area Readiness standard and equipped with proper equipment and supplies. Identify and address safety hazards within the work area Ensure that same day routes are sorted, planned, staged and dispatched for shipment to meet the AMZL standards and station goals.
Ensure all job injuries are reported timely in accordance with established policy and procedure. Support Amazon operations leadership team in daily operations management of the AMZL department, including return to station debrief, leading stand-up meetings, and communicating with internal and external suppliers
Troubleshoot problems through to resolution, escalating as necessary Ensure compliance throughout the site to global process standards and work on continuous improvement initiatives
AUTOMATED HEALTH SYSTEMS
Customer Service Representative
02/2017 – 03/2019
Answered inbound calls from customers having policy issues Promoted from Tier I to Tier III support in a short amount of time Updated customer information into the internal system Ensured first call resolution with each call
555 LEAD & SERVICES
Office Manager for Locksmith Company Dispatchers
08/2011-02/2017
Received emergency and non-emergency calls and expediently dispatched to technicians. Served as mediator when the customer and technician didn't come to term with the price, until an agreement was settled
Held to metric standards as other dispatchers
Upheld customer satisfaction in need of aid in a lockout situation with accurate requests and services. PT. PETRO CORP.
Dispatcher
09/2003-06/2011
Responsible for maintaining Customers daily inventory and prior days, in sales, in orders to dispatch a proper Load of a product.
Responsible for identifying and analyzing Customer and Station Reports to assign the resources available each day to deliver the product to all customers of the South Jersey Region as Well the Philadelphia region. Responsible for the supervision of truck drivers, assist the driver with delivery problems, retains, call and confirm order deliver with customers,
Compile daily reports for stations running out of product as well of retains per shift. Responsible for the follow-up and delivery problems in a timely manner. This responsibility entailed periodic intervention between Driver and Customer, as well as constant communication throughout the shift with the Station’s Territorial Sales Managers (TSM)
UNITED STATES MARINES CORPS
Transportation Operator and Dispatcher
04/2000-05/2003
Last duty station Marine Corp. Air Station Iwakuni, Japan I was responsible for dispatching pickups for personal at Matsuyama airport.
Coordinate delivery schedules with the supply unit to accommodate orders receive from different duty stations in Japan, Korea and the United States.
8th Communication battalion, Camp Lejeune NC Heavy Equipment driver 5 tons and hummers field operation. Prepare daily, monthly, quarterly and annual reports for trip tickets, and maintenance for 5 tons and hummers for the unit.
EDUCATION
Frank H. Morrell High School
Irvington, NJ
Gibbs College, Livingston Campus
Livingston, NJ
Computer Network Administrator
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