Customer Support

ORLANDO HERNANDEZ

**** ********** *******

Sanford, FL 32771

(h) 407-***-****

Email: *******.***********@*****.***

OBJECTIVE

Looking for a position that utilizes my abilities and diversified experience, as well as lead to opportunities for advancement for professional growth

SUMMARY

Highly detail-oriented professional with extensive customer experience, strong accounting, analytical skills, information technology, and shipping/freight logistics

Record of accomplishment and advancement in a high-volume, fast paced work environment

EXPERIENCE

JP MORGAN CHASE October 2007 - Present

Account Controller

• Responsible for resolution of credit card delinquency and directly preventing the risk of loss to the bank

• Exceeds the goal of negotiating immediate payments and/or promises to pay with specified payment dates

• Perform the supervision and training of new hires for the collections department

• Understanding of consumer credit laws, bankruptcy, outside vendors/agents and foreclosure laws

• Responsible for outbound and inbound calls to offer payment solutions and educate customers on the

importance of good credit

• Prepare customers documentation and resolve inquiries

• Ensure the timely resolution of any customer related issue

• Ability to handle confidential information with sensitivity and discretion

KEY BAY MORTGAGE November 2006 - Present

Loan Specialist

♦ Perform the organization of office files and documentation

♦ Prepare and input collateral & customer information to collateral system

♦ Create, maintain, and archive all Loan Administration credit files

♦ Perform invoicing for Principal, Interest and Fees due

♦ Safeguard cash, checks and payments to minimize company loss

♦ Responsible for distributing mail and the ordering and receiving of supplies

♦ Ensure the timely resolution of any customer related issue

♦ Prepare customers documentation and resolve inquiries

♦ Maintain a customer service log for quality assurance

♦ Ability to handle confidential information with sensitivity and discretion

SDV USA INTERNATIONAL INC. September 2005 - October 2006

Import Entry Writer

♦ Examined invoices and shipping manifests for conformity to tariff and customs regulations

♦ Rated each shipment invoices with the appropriate tariff number to the commodity then submit to

U.S. Customs; arranging the delivery once cleared from Customs

♦ Provide FDA with the correct product codes

♦ Notified consignee in delays in departure of shipment and provided Pod’s to customers upon request

♦ Receives and Distributes inbound freight shipments to multiple consignees via courier services

utilizing PPD, 3rd Party and COD billing

♦ Essential duties: receives freight, documentation and way billing, assesses charges, collects fees for

shipments, and open a file on the dedicated software system for each shipment received

♦ Conduct negotiations with domestic customers, as intermediary for foreign clients to resolve problems

♦ Negotiate shipping rates and submit to Managing Director for approval

♦ Itemized charges, prepared freight bills, accept payments, and issue refunds

♦ Notified consignees of delays in departure of shipments

♦ Examined documents such as invoices, bills of lading and shipping statements to verify conversion of

Merchandise weights or volumes into system used by other countries

♦ Convert foreign currency figures into United States monetary equivalents or domestic currency into

Foreign equivalents

♦ Oversee the routing and rating of all import shipments booked and the pick-up and transfer of

shipments with appropriate partners

♦ Ensure import documentation is accurately processed, distributed and released to steamship lines,

freight forwarders, customers and agents in a timely manner

♦ Maintain courteous, prompt and efficient customer relations

♦ Prepare timely management information and reports as specified and requested by Managing Director

♦ Implement continuous improvement plans and action to ensure steady progress is made in import

documentation, customer relations, rating, quoting, booking, tracking and invoicing activities

ALBA WHEELS UP CO. April 2004 - September 2005

Import agent

♦ Import agent for all out port entries arriving into any other U.S. domestic ports besides N.Y. and N.J.

♦ Responsibilities included making an RLF (Remote Location Filing) entry. If the customer did not

have a continuous bond on file then assigning an out port broker to arrange Customs clearance

on our behalf supplying them with properly rated invoices and POA/Sub-POA’s

♦ Dispatching with transportation upon customs clearance

♦ Process their shipping requests through proprietary software

♦ Responsible for the research and reconciliation of port entries

PORT BROKERS INC. December 2002 - April 2004

Import Clerk

♦ Log rated entries for presentation to U.S. Customs

♦ Created Entry Packages for U.S. Customs, Fish and Wildlife

♦ AMS Agent: duties included entering consolidated shipments that came through our warehouse for

Individual house releases on the Editrade System for a NVOCC

♦ Transmitting any appropriate OGA info if required. DOT, FDA, FCC ♦ Generate entry reports for management and quality assurance

B.T. CUSTOMS HOUSE BROKERAGE December 1999 - December 2002

Customs Clerk

♦ Handled the majority of all air/ocean imports from start to finish

♦ Responsible for creating an import log for daily/monthly imports shipments

♦ Duties included rating the invoice with the proper tariff number, entering into the computer system for

Customs transmission, and then setting up the shipment for delivery

♦ Invoicing the customer of all charges incurred

♦ Record entries in the General Ledger and Journal Entries

♦ Review monthly warehouse invoices

♦ Handled all shipments that came through the office whether Air or Ocean from start to finish

EDUCATION

New York City Technical College

Computer Information Systems

SKILLS

♦ Fluent in English & Spanish

♦ Ethical, assertive, and self motivated

♦ Strong research and problem solving skills

♦ Strong written and verbal communication skills

♦ Demonstrate strong interpersonal skills

♦ Organizational and prioritization skills

♦ Good analytical and reconciliation skills

♦ Extensive customer contact and experience with ongoing customer’s relationships

♦ Ability to perform consistently and accurately in a fast paced environment

♦ Demonstrate leadership proficiency

♦ Demonstrate initiative and the ability to exercise good judgment, decisiveness and confidence

♦ Team player that works closely with management and support services

♦ Knowledge of state, federal and international applicable laws and regulations (Federal Maritime

Commission, Interstate Commerce Commission, U.S. Customs, environmental, import/export

maritime, human resources) and skill in import/export documentation requirements and preparation

SOFTWARE

♦ Knowledge of Windows 98/95/2000, XP, Microsoft Excel, Microsoft Word, Microsoft Office, Lotus

Notes, Power Point, Access, Quickbooks

CORPORATE TRAINING

Brokerage License Preparation Course Completed

REFERENCES

Available upon request

Contact this candidate