Delyann Figueroa Fernandez
San Juan,Puerto Rico
Summary
Enthusiastic logistics manager with desire to find effective solutions to performance issues and high freight costs. Experienced in mentoring employees and enforcing safety procedures. Offers successful career history spanning several years.
Overview
17
17
years of professional experience
Work History
Logistics Director
Ministerio Nueva Condición
03.2018 - Current
- As a Logistics Director I have to defined organization goals from event to event.
- I develop work plans with board of directors, set short- and long-term goals in accordance with organization needs.
- We have several projects that runs simultaneously, so I have to coordinate volunteers' task and obligations as well as trained them depending on each event’s needs.
- I have to conduct meetings with every event hots, set expectations and responsibilities and establish procedures to work in harmony.
- I have to provide guidance and training to new volunteers.
- It's one of our organization's priorities to show our vision in every aspect of the job.
- I have to oversee meetings with people outside of the organization and establish goals and deadlines when working together.
- I serve a facilitator and a liaison between outside organization which will collaborate with us and board of directors.
- I have to manage and resolve group grievances, elevate concerns and revised standard practices if needed.
- I serve as coach and mentor to participants, as well as trainees.
- In occasions I have to make last minute decisions regarding expenses, budget and other related actions.
- Finally, I have to constantly find ways to improve our efficiency and to maximize resource and donations.
Centralized Evaluative Reviewer Specialist/Supervisor/Lead assistant/Customer Service representative
Internal Revenue Service
09.2008 - Current
- I manage evaluations of calls on a daily basis.
- I am trained of several applications such as: U.S. possessions, Business and Appointments line among other.
- I have to determine the accuracy of call and guarantee appropriate assistance to taxpayers.
- I have to make recommendations for improvement in call experience.
- I have to create reports for customer accuracy guidelines and recommend procedures to maintain the effectiveness of the overall customer experience and efficiency.
- I was a lead for over 2 years.
- This may be the equivalent of approximately 4,160 hours of experience.
- This promotion allowed me to also handle administrative assignments.
- Such as, group meetings, manage internal documents, coordinate plans.
- As a Lead and was part of a Leader Development Program (LDP Manager), I have completed evaluative reviews on toll free telephone calls as well as reviewed closed paper cases as daily basis.
- I had to prepare letters to customers, to employees and to higher official.
- I had to prepare memorandums, schedule appointments, conduct virtual and in person meeting and conference calls.
- As a manager I had to monitor and validate employees time sheet and sign their attendance weekly.
- I have provided coaching to less experienced co-workers and manage reports with strict deadlines.
- Also, when leading new employees, I’ve had to constantly develop training material in order to facilitate learning process.
- I have developed training material to facilitate the analysis internal procedures and avoid unnecessary workload.
- I have served as a facilitator with different organizations within the IRS internally, coordinate with department manager’s assignments to ensure employees meet organization goals.
- I’ve had the opportunity to serve as an On the Job instructor (OJI).
- As part of my daily jobs I have to communicate orally and in writing with taxpayers and their representatives as well as business entities, corporate representatives and other government officials in both English and Spanish.
- I had to continuously evaluate quality results, gather facts, establish new procedures, develop training material.
- I have been responsible of preparing and providing training for all leads on our site regarding staffing guidelines.
- I currently work as a Centralized Evaluative Reviewer Specialist (CER Specialist).
- This position allows me to review cases and analyze quality results as part of my daily tasks.
- Since I was trained on several applications, I currently serve as a liaison between account managements and CER.
- I am also the point of contact on Business application coding.
- This involve interactions with subject matter experts to determine whether correct technical and procedural actions were taken.
- As a CER Specialist I participate in the development and refinement of quality programs including measures.
- We are developing different resources for employees to have access to sudden changes in procedures, most common defect trends and quality measurement.
- I am part of the Internal Revenue Manual improvement team, so I am constantly developing and recommending modifications to: quality programs, procedures, IRMs and other official processing guidance to enhance efficiencies and correct deficiencies.
- I was on an assignment as a Front-Line Manager for about 1 year (approximate 2,000 hours).
- I completed the Front-line Manager Readiness Program (FLRP).
- During my assignment I had to set and adjust short-term priorities to meet unit goals.
- I recommend employees for assignments/promotions and took disciplinary actions when needed.
- I also referred employee complaints to group grievances and other functions, such as LR and NTEU when applicable.
- I also prepared evaluations such as Annuals, Mid-years, Progress and Departures as applicable.
Education
Master’s in Business Administration - Accounting
Universidad Ana G Méndez
Puerto Rico 12-2025
B.A. in Arts - Criminal Justice
Skills
- Financial analysis
- Data interpretation
- Project management
- Regulatory compliance
- Customer service
- Team building
- Effective communication
- Problem solving
- Employee training
- Team management
- Performance metrics monitoring
- Data analysis
- Logistics management
- Continuous improvement
- Employee supervision
- Budget planning
- Mentoring and training
- Logistics oversight
- Documentation
- Strategic initiatives
- Proficient in word, power point, canvas
- Logistics analysis
- Client relationship management
Languages
English
Professional
Spanish
Professional
Timeline
Logistics Director
Ministerio Nueva Condición
03.2018 - Current
Centralized Evaluative Reviewer Specialist/Supervisor/Lead assistant/Customer Service representative
Internal Revenue Service
09.2008 - Current
Master’s in Business Administration - Accounting
Universidad Ana G Méndez