Senior Customer Operations & Service Leader

Ariadna Anderson

Laredo, TX • 956-***-**** • ******@*******.***

Summary Excel • Outlook • MS Teams • Google Suite • Salesforce • Peoplesoft/Oracle• CRM Systems • ADP

Senior Customer Service and Operations Professional with 5+ years of experience in customer satisfaction, onboarding & training, coordinating logistics, resolving service issues, and improving operational processes. Proven track record of managing multiple priorities, maintaining compliance, and delivering exceptional customer support in fast-paced environments

Professional Experience

Penske Logistics

Customer Operations Lead

Feb 2019 - Present

Supported daily operations for a team 50 by coordinating schedules, monitoring productivity, and assisting leadership with workforce planning and operational priorities

Managed day-to-day administrative processes including recordkeeping, procedure updates, payroll support, inventory tracking, and employee communications to ensure smooth flow of operations

Improved labor utilization by 20 % through workforce tracking, scheduling errors, reducing unnecessary overtime costs

Coordinated onboarding and training for 15+ new hires each quarter supporting compliance and reducing employee ramp-up time

Provided high-volume customer support across phone, chat, and email channels ensuring accurate solutions & positive customer experiences

Monitored productivity metrics and KPIs for a 50-person team, supporting performance goals and operational efficiency

Customer Operations Coordinator

Feb 2017 – Feb 2019

Managed 70 – 80 high-volume customer interactions daily, maintaining strict adherence to SLA guidelines and compliance

Boosted First Contact Resolution (FCR) rates by 25 % by training team members in active listening and root-cause problem solution

Prioritized and managed urgent requests across multiple Penske facilities, providing transit updates and follow-through support to ensure customer satisfaction

Investigated and reviewed carrier, plant, and vendor claims by gathering supporting documentation, & validating claim accuracy, resulting in the reduction of billing errors and unnecessary company costs

Facilitated weekly meetings to address operational concerns, provide status updates, and strengthen customer relationships through proactive communication and problem resolution

Contributed to operational improvements in onboarding, training, cost savings, and production to increase efficiency

Accomplishments: Contributed to Penske’s Kaizen improvement initiative that resulted in $72K savings in 6 months. Individually recognized for contributions and received Customer Satisfaction Improvement Award.

skills

Administrative Operations Support

Customer Issue Resolution

Customer Satisfaction

Customer Service

Data Entry Accuracy

Employee Training Support

Escalation Management

High-Volume Case Management

KPI Tracking & Performance

Onboarding Coordination & Support

Operations Support

Process Improvement

Records Management

Scheduling & Workforce Coordination

Service Level Agreement Compliance

Ticketing System Management

Workflow Optimization

Education

Instituto Tecnológico Nuevo Laredo

Industrial Engineer Degree

Contact this candidate