Casey Perez
7513 Bellefield Ave,MD
Summary
Engaging and patient customer professional with over 10 years of experience responding to all types of customer inquiries. In previous roles, maintained customer retention rate 45% above company average and received 99% positive customer survey results. Managed and tracked 100+ accounts and provided immediate action on priority tasks. Talented Transportation Assistant adept at delivering administrative and logistical support to meet transportation department needs. Dedicated to providing outstanding customer service, easily balances multiple tasks, and possesses excellent oral, written, interpersonal skills, and leadership skills. Skilled at transforming customer feedback into actionable insights that drive revenue, increase customer loyalty, and improve processes.
Overview
16
16
years of professional experience
Work History
Transportation Assistant
Army Sustainment Command - Joint Personal Property Shipping Office
09.2023 - Current
- Transportation Assistant at the Joint Personal Property Shipping Office Mid Atlantic JPPSO MA, with extensive knowledge in using Defense Property System (DPS) and Electronic Transportation Operations Personal Property System (ETOPS)
- Responsible for overseeing day-to-day functions by ensuring shipping goals meet Defense Transportation Regulations (DTR) guidelines
- Proficient in Defense Personal Property System (DPS) and Electronic Transportation Operational Personal Property Standard (ETOPS), collecting data and analyzing information to identify trends for corrective measures within the back-office functions
- Coordinated logistics for personal property shipments, ensuring compliance with military regulations.
- Processed invoices and billed clients accurately, ensuring timely payments.
- Coordinated with internal departments to resolve billing discrepancies efficiently.
- Maintained comprehensive billing records using advanced accounting software.
- Analyzed billing data to identify trends, driving improvements in revenue collection processes.
- Developed and implemented streamlined billing procedures, enhancing workflow efficiency.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
- Contributed to improved financial reporting by reconciling discrepancies between invoiced amounts and actual payments received.
- Ensured compliance with industry regulations by staying up-to-date on changes in billing rules and guidelines.
- Trained and mentored junior staff on billing protocols and best practices.
- Manage four Areas of Responsibilities (AOR) for JPPSO-MA for processing shipments (Excess weight rebuttal, approving/denying Preapproval requests/Accessorial services requests, Approving/Denying request for SIT, updating and extending SIT) in Movement Services Branch.
- Creating GBL corrections (SF1200) to process shipments for processing reshipment or diversions, excess weight issues, and Storage-In Transit (SIT) extensions.
- Estimating excess cost by determining the mileage and cost between authorized origin and destination
- Estimating excess cost by reviewing inventories for shipment and performing weight reconstruction.
- Estimating excess cost by reviewing and adjusting the Service member Pro gear weight and Spouse's Pro gear weight
- Highly proficient in MS Office, Adobe Acrobat, print, scan, copy, and edit different types of documents
- Manage phone calls and email to communicate with customers, counselors, service agents regarding various issues on shipments, general and specific inquiries
- Reviewed and filed paperwork related to transportation schedule and costs
- Directed investigations to verify and resolve customer or shipper complaints
- Collaborated with managers and other assistants to formulate and implement policies, procedures and objectives
Transportation Clerk
Joint Personal Property Shipping Office
08.2021 - 09.2023
- Contracted Administrator at the Joint Personal Property Shipping Office Mid Atlantic JPPSO MA, with extensive knowledge in using Defense Property Personal System (DPS) and Electronic Transportation Operations Personal Property System (ETOPS)
- Provides customer service support in the JPPSO call center for domestic and international shipments, delivery, storage, diversion, and reshipment of household goods, which efficiently assist service members and DoD civilians with their personal property requests.
- Prepares and distributes documentation for all customers authorized government shipment and storage of personal property, and the preparation of shipping documents.
- Resolves issues and recommends actions to improve delivery of services to the customers.
- Provides prompt and courteous resolution to shipping issues to the customers.
- Participates in or conducts meetings.
- Prepares reports, plans, and working instructions.
- Writes, types, or enters information into a computer, to prepare correspondence, briefing, statements, receipts, spreadsheets, or other documents, copying information from one record to another using Microsoft Office Suite software (Word, Excel, PowerPoint).
- Proofreads correspondence, spreadsheets, records, reports or forms and photocopies/scans documents, and records.
- Knowledgeable/familiar with exceptions to policies (ETP) procedures in accordance with the JTR.
- Consigns shipments in accordance with SDDC Personal Property Consignment Instruction Guides (PPCIG) - Domestic and International.
- Clears shipments and schedules deliveries for customers inbound DPM (Direct Procure Move) shipment.
- Uploads BOL (Bill of Lading) and Advance Documents in DPS for customer shipment.
- Upload customers’ orders, shipment records, inventory sheets, GBLs, DD619s and weight tickets into DPS, which enables the JPPSO to maintain accurate data for shipment audit trail purposes.
- Assist Transportation Service Providers (TSP), carriers, and agents with information in DPS, ETOPS, and DACs to track shipments that may have been misdirected and/or routed inaccurately.
- Guide customers on specific regulations and procedures for shipment/storage on the SDDC, JPPSO, and MilitaryOneSource.
Bartender
The Renaissance Hotel
10.2018 - 08.2021
- Primary responsibility is to deliver world class customer service and to build an experience to guests that is memorable and unique.
- Creating a safe workplace, following company policies, sanitation policies when handling food beverages, following company policies, maintaining confidentiality, and personal appearance are professional.
- Showed multitasking skills while dealing with various situations and 2,000+ weekly customers.
- Making sure to check guest’s identification to confirm that they are able to consume alcohol.
- Must ensure that the bar is clean, organized, and properly stocked at all times while providing excellent guest service
- Recorded accurate orders, managed cash/credit card payments, and maintained inventory of beverage selection
- Maintained expenses below budget through accurate planning, purchasing, and cost effective bar procedures
High Limit Bartender
MGM National Harbor
11.2016 - 11.2018
- Primary responsibility is to deliver world class customer service and to build an experience to guests that is memorable and unique.
- Creating a safe workplace, following company policies, sanitation policies when handling food beverages, following company policies, maintaining confidentiality, and personal appearance are professional.
- Showed multitasking skills while dealing with various situations and 2,000+ weekly customers.
- Mixing and serving alcoholic beverages to guests, proportioning ingredients according to standardized recipes.
- Followed all safety and sanitation policies when handling food beverages.
- Making sure to check guest’s identification to confirm that they are able to consume alcohol.
- Must ensure that the bar is clean, organized, and properly stocked at all times while providing excellent guest service
Bartender/Server
Fiorella Pizzeria
05.2011 - 03.2018
- Mixing and serving alcoholic beverages to guests.
- Creating beverage lists, menus, and drink promotions.
- Followed all safety and sanitation policies when handling food beverages.
Clerk
Silesia Wines and Liquors
03.2010 - 05.2012
Education
Nursing
Prince George’s Community College
Largo, MDHigh School Diploma - undefined
Oxon Hill High School
Oxon Hill, MD01.2009
Skills
- Bilingual: Excellent Communication Skills in English (Native), Tagalog (Native), and Spanish (Proficient)
- Microsoft Office, General Office Skills, Management, Power equipment
- Problem-Solving
- Ability to work well under pressure in a fast paced environment
- Ability to Multitask
Accomplishments
- Achieved "On the line" Challenge Coin through effectively delivering readiness to the warfighter at the tactical point of need.
Timeline
Transportation Assistant
Army Sustainment Command - Joint Personal Property Shipping Office
09.2023 - Current
Transportation Clerk
Joint Personal Property Shipping Office
08.2021 - 09.2023
Bartender
The Renaissance Hotel
10.2018 - 08.2021
High Limit Bartender
MGM National Harbor
11.2016 - 11.2018
Bartender/Server
Fiorella Pizzeria
05.2011 - 03.2018
Clerk
Silesia Wines and Liquors
03.2010 - 05.2012
High School Diploma - undefined
Oxon Hill High School
Nursing
Prince George’s Community College
HIGHLIGHTS
- Customer Relations - Provided customers with remarkable communication skills, empathy, quick thinking, and strong professional skills. Ensured a speedy process by typing 50+ wpm
- Leadership and Supervision - Point of reference and subject matter expert for quickly identifying and solving problems, improving operations, and productivity.
- Training and Development - A versatile and innovative management individual who is skilled at seeing the “big picture” while able to focus on the details through the entire process. Demonstrated ability to to assimilate to new ideas, concepts, methods, and technologies.
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