Carla Fernandez
New York
Summary
Results-driven Implementation and Project Manager specializing in customer-focused onboarding and logistics enhancements. Extensive experience with APIs and mobile technologies, ensuring seamless system integrations and effective issue resolution. Strong communicator with a track record of supporting product launches and collaborating with technical teams. Focused on leveraging innovative processes to enhance operational efficiency in fast-paced settings.
Overview
9
9
years of professional experience
Work History
Project Manager - Logistics Department
B&H Photo
New York
01.2020 - Current
- Implemented new shipping carriers and integrated logistics APIs, boosting delivery speed by 80%.
- Collaborated with internal development and operations teams to deploy logistics software updates.
- Partnered with business stakeholders to gather requirements and prioritize features for executive presentations.
- Managed project timelines, dependencies, and sprints using Jira.
- Conducted post-implementation reviews to optimize systems and improve customer experience.
General Support Agent
B&H Photo
New York
01.2017 - 01.2020
- Served as liaison among logistics, support, and warehouse teams to resolve technical delivery issues.
- Identified communication and data bottlenecks to support internal process improvements.
- Monitored customer tickets in Salesforce to address escalations promptly.
Customer Service Agent
B&H Photo
New York
01.2017 - 01.2018
- Managed over 100 daily customer interactions via phone and email, achieving high satisfaction ratings.
- Identified and reported recurring product and delivery issues to enhance systems for development and logistics teams.
- Created FAQs and internal documentation to streamline customer onboarding and decrease ticket volume.
Education
Law Major -
Pontificia Universidad Madre Y Maestra
Santo Domingo, DR01.2011
High School Diploma -
CENAPEC
Santo Domingo, DR01.2009
Skills
- Technical onboarding and implementation
- Cross-functional collaboration
- Project management and Agile
- CRM and customer support
- Data analysis
- Workflow optimization
- Executive communication
- SDK troubleshooting
- SQL basics
- Advanced Excel skills
- Agile project management with Jira
- Salesforce automation
- Intermediate PowerPoint skills
Computer Technical Skills
- SQL (Basic - Joins, Filtering, Aggregation)
- Microsoft Excel (Advanced - PivotTables, VLOOKUP, Data Cleaning)
- Jira (Agile project management)
- Salesforce (CRM and workflow automation)
- Microsoft PowerPoint (Intermediate)
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Project Manager - Logistics Department
B&H Photo
01.2020 - Current
General Support Agent
B&H Photo
01.2017 - 01.2020
Customer Service Agent
B&H Photo
01.2017 - 01.2018
Law Major -
Pontificia Universidad Madre Y Maestra
High School Diploma -
CENAPEC