Carmen Delgado
Homestead,FL
Summary
Professional with significant experience in customer support and coordination. Known for high standards and delivering results through effective team collaboration and adaptability to changing needs. Skilled in bilingual communication and problem-solving, ensuring client satisfaction and operational efficiency. Proficient in Microsoft Office and CRM systems, with a strong focus on achieving company goals through effective communication and data management.
Reliable, flexible, and focused on achieving optimal outcomes.
Overview
10
10
years of professional experience
Work History
Logistics and Customer Support Coordinator
SCS Logistics LLC | DBA AVALANCHE EXPRESS
01.2021 - Current
- Tracked orders and notified customers of status or potential delays.
- Trained new employees on logistics procedures, promoting a consistent approach across the team.
- Collaborated with sales and customer service teams to address client concerns and expedite orders when necessary.
- Improved order accuracy through meticulous data entry and verification processes.
- Coordinated emergency logistics responses, ensuring rapid delivery of critical supplies during unexpected events.
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
- Implemented systems and procedures for accurate data collection and reporting.
- Analyzed customer requirements and provided customized logistics solutions.
- Built and established relationships with staff and vendors.
- Organized back-office support for field operations, contributing to smoother project execution.
- Developed comprehensive training materials to enhance team knowledge and performance.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Improved office operations by automating client correspondence, record tracking, and data communications.
HOURS OF SERVICE COMPLIANCE
SCS Logistics LLC | DBA AVALANCHE EXPRESS
09.2019 - 12.2020
- Completed accurate logs and documentation required for each trip, verifying hours of service compliance per DOT regulations.
- Utilized on-board computer to track hours of service.
- Maintained strict compliance with industry regulations, company policies, and ethical guidelines in all aspects of customer service delivery.
- Demonstrated adaptability during peak hours by efficiently handling high-volume orders without compromising quality or speed of service.
- Offered remote support services for clients requiring assistance outside of normal business hours, demonstrating commitment to customer satisfaction at all times.
- Managed appointment scheduling, resulting in timely service for clients and optimal use of work hours.
- Ensured compliance with industry regulations, maintaining accurate documentation of all service activities.
- Managed staff schedules, ensuring adequate coverage during peak hours and maintaining a high level of customer service.
- Demonstrated adaptability by adjusting to rapidly changing situations during busy hours, providing top-notch service in spite of any challenges faced.
Customer Service Representative
Valuecom
09.2018 - 09.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Fostered a positive customer service culture within the team which led to higher customer satisfaction rates.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
BILLINGUAL CUSTOMER SERVICE AGENT
Accedo Technologies
01.2015 - 06.2018
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Contributed to company growth by increasing sales revenue by upselling products and services when appropriate.
- Managed escalated calls professionally and efficiently, resulting in satisfactory resolutions for both the customer and the company.
- Demonstrated adaptability by quickly learning new systems and technologies as they were implemented within the organization.
- Utilized CRM software efficiently to maintain up-to-date customer records and track interactions, ensuring seamless continuity of service.
- Maintained comprehensive knowledge of company products and services, enabling informed recommendations to customers.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Identified and resolved discrepancies and errors in customer accounts.
- Increased client retention by providing exceptional bilingual support and building rapport with a diverse clientele.
Education
Digital Marketing & E-commerce Certification
Google Career Certificates
Mountain View, CA05-2025
Bachelor of Science - Marketing And Advertising
Ibero-American University of Science And Technolog
Nicaragua11-2017
English Program For International Communication
Keiser University
NICARAGUA LATIN AMERICAN CAMPUS06-2016
Skills
- Excellent communication skills in English and Spanish
- Customer Service & Conflict Resolution
- Phone Etiquette
- Data Entry & Records Management
- Microsoft Office, Google Suite & CRM Systems
- Telecommunications
- Time management and Multitask
- Scripting
- Typing Speed
- Computer skills
- Appointment Scheduling & Calendar Management
- Logistic
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Logistics and Customer Support Coordinator
SCS Logistics LLC | DBA AVALANCHE EXPRESS
01.2021 - Current
HOURS OF SERVICE COMPLIANCE
SCS Logistics LLC | DBA AVALANCHE EXPRESS
09.2019 - 12.2020
Customer Service Representative
Valuecom
09.2018 - 09.2019
BILLINGUAL CUSTOMER SERVICE AGENT
Accedo Technologies
01.2015 - 06.2018
Digital Marketing & E-commerce Certification
Google Career Certificates
Bachelor of Science - Marketing And Advertising
Ibero-American University of Science And Technolog
English Program For International Communication
Keiser University
Similar Profiles
Ridel Leon GonzalezRidel Leon Gonzalez
Professional Driver at Sanz Consolidations LLC DBA Urbis LogisticsProfessional Driver at Sanz Consolidations LLC DBA Urbis Logistics
Stacey WalkerStacey Walker
CEO/Owner at SW Squared LLC dba Anchor Security and LogisticsCEO/Owner at SW Squared LLC dba Anchor Security and Logistics
Tanner JohnsonTanner Johnson
General Manager at Veracity, LLC Dba GoShine Express CarwashGeneral Manager at Veracity, LLC Dba GoShine Express Carwash