Alison Espinal-Sanz
New Brunswick,NJ
Summary
Experience leading over 70 crew members. Experience training new staff training and verifying SOP compliance. Highly motivated to maintain customer satisfaction and to contribute to company success. Accomplished in providing unsurpassed support to demanding customers. Offering many years of experience in customer relationships roles, as well as passion for always improving production, enhancing knowledge and exceeding expectations.
Overview
16
16
years of professional experience
Work History
Transportation Associate
Amazon
Carteret, NJ
04.2024 - Current
- Adhere to company rules and regulations and make safety a priority at all times.
- Perform various functions within the yard, support site operations teams, internal transportation field teams, and external carriers, as needed, to ensure all trailers arrive and depart on time with zero defects and to maintain workflow for buildings.
- Operate Commercial Motor Vehicles (CMVs) on non-public roads or in yard to move trailers to/from dock and parking locations.
- Operate CMVs on public roads as required while staying on predetermined routes and using approved equipment.
- Comply with company policies, procedures, and DOT regulations (size, weight, route designations, parking, trailer designations, violation and incident reporting requirements, break periods, etc.).
- Complete driver vehicle inspection reports on equipment and notify managers of any maintenance or delivery issues encountered.
- Follow hostler and delivery schedules, track and report working hours and breaks at appropriate times, adhere to yard safety policies, obey all applicable traffic laws, and drive in accordance with weather/road conditions.
- Work primarily outside and drive different commercial motor vehicles over the road.
- Work at nearby sites locations within the area needed to support the business.
- Drive, maneuver, and load/unload a truck using approved equipment (pallet jack, etc.).
- Lift up to 49 pounds, stand and walk during shifts lasting up to 12 hours, and frequently push, pull, squat, bend, and reach.
- Work as a peer trainer on an as needed basis to support the business.
Payment & Data Coordinator
IEM
Remote
12.2022 - Current
- Customer Service: Develop and Maintain relationships with mortgage servicers & utility servicers
- Monitor delivery of data to/from mortgage servicers via CDF file process
- Payoff statements, lien releases, subordination applications, short sales, and loss mitigation applications
- Management of different program application statuses: Bankruptcy cases, foreclosure cases, tax sale, and claims for excess foreclosure proceeds
- Comply with Federal mortgage servicing regulations for the State of Pennsylvania, Virginia and Federal Consumer Protection Bureau mortgage servicing regulations which encompass over 12 Federal consumer protection laws
- Collaborate with program Delivery Team to achieve client objectives
- Managed and successfully resolved escalated cases by applying advanced problem-solving techniques, collaborating with cross-functional teams, and ensuring applicant/client satisfaction
- Proactively addressed and resolved aged files by implementing a systematic review process, resulting in a significant reduction in unsolved cases and improved data accuracy
- Maintaining databases and records related to all returned payments
- Monitored and tracked outstanding checks, ensuring timely processing and reconciliation
- Communicated with servicers to resolve issues related to outstanding checks
- Interact with internal teams and servicers to resolve payment-related inquiries or discrepancies
- Conducted regular payment reconciliations to ensure accurate financial records
- Reviewed and assessed applications to determine eligibility based on established criteria
- Verified application information through detailed documentation checks and cross-referencing with databases
- Communicated with applicants to obtain additional information and resolve discrepancies
- Conducted thorough close-out reviews on applications to ensure completeness and compliance with guidelines
- Verified that all required documentation and information were accurately submitted
- Identified and resolved any discrepancies or issues in the application process
- Prepared final review reports and maintained detailed records of all closed applications.
Process Assistance
Amazon Inc
09.2019 - 12.2022
- Lead a team of 70 – 80 Amazon Associates
- Mentored junior staff members on proper process execution techniques, helping them develop valuable skills that translated into career growth opportunities.
- Assisted supervisors in workforce planning and resource allocation to ensure optimal staffing levels during peak periods.
- Ensured compliance with safety regulations by conducting thorough audits and addressing potential hazards promptly.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Enhanced team productivity by conducting regular training sessions on the latest industry best practices.
- Conducted training and change management processes to improve operations.
- Monitored and reported on process performance to verify compliance with established standards.
- Assisted coworkers and staff members with special tasks on daily basis.
- Established administrative work procedures to track staff's daily tasks.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
Customer Service Agent /Call Center
Premier Response
07.2016 - 11.2018
- Delivers quality customer service by answering incoming phone calls
- Log Customer information using while maintaining dialogue
- Review and update customer information in software
- Respond emails from customers promptly, paying close attention to detail as well as adhering to program specific policies.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Shipping Agent & Customer Service Agent
Driver’s Alert
08.2008 - 07.2016
- Process all company orders
- Generate invoices and purchase orders for corporate clients
- Keep track of company's inventory
- Back-up Editor
- Answered calls from concerned drivers in a courteous and professional manner
- Handle 60 to 120 in-bound calls from customers in collection process, set up payment plans and negotiate terms
- Helped support daily management of department duties, including allocating labor, leading meetings, assigning job duties, and communicating with internal and external suppliers
- Providing policy follow-up, attendance tracking
- Ensuring successful area performance, through tracking, reporting and feedback of associate performance
- Creating ad follow up workflow and daily production goals
- Reviewing and updating SOP as required
- Track project performance.
Education
High School Diploma -
Bloomfield High School
Bloomfield, NJ06.2006
Associate of Applied Science - Surgical Technology
Berkley College
Woodland Park, NJ05.2018
Skills
- Microsoft Office
- Smart-sheets
- Microsoft Outlook
- Bilingual
- Detail-Oriented
- Positive Attitude
- Time Management Skills
- Customer Service
- Teamwork and Collaboration
- Problem-solving abilities
- Organizational Skills
- Adaptability and Flexibility
Languages
Spanish
Native or Bilingual
English
Full Professional
Korean
Limited Working
Timeline
Transportation Associate
Amazon
04.2024 - Current
Payment & Data Coordinator
IEM
12.2022 - Current
Process Assistance
Amazon Inc
09.2019 - 12.2022
Customer Service Agent /Call Center
Premier Response
07.2016 - 11.2018
Shipping Agent & Customer Service Agent
Driver’s Alert
08.2008 - 07.2016
High School Diploma -
Bloomfield High School
Associate of Applied Science - Surgical Technology
Berkley College