Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Diego Vera

Houston,TX

Summary

Accomplished professional with a proven track record in service delivery optimization and team supervision, notably at Amazon. Excelled in enhancing customer satisfaction through effective conflict resolution and communication. Holds a CDL license, demonstrating a commitment to safety and reliability. Achieved significant improvements in operational efficiency and customer service metrics.

Overview

7
7
years of professional experience

Work History

Delivery Driver

Amazon
08.2023 - Current
  • Deliver packages to commercial and residential customers following their delivery instructions.
  • Minimize company liability and risks to loads by obeying traffic laws.
  • Demonstrate exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
  • Uphold high standards of professionalism while representing the company during interactions with customers, vendors, and other stakeholders.
  • Communicate with dispatchers to stay informed of changes to routes and delivery schedules.
  • Manage customer inquiries and complaints in polite and professional manner.
  • Successfully avoid time delivery delays by carefully planning best routes.

Customer Service Lead

Floors Inc
03.2021 - 08.2023
  • Collaborated with project managers, contractors, and suppliers to schedule installations and ensure timely delivery of flooring materials.
  • Addressed customer inquiries and complaints promptly, utilizing problem-solving and de-escalation techniques to maintain customer satisfaction.
  • Maintained detailed records of customer interactions, orders, and project progress, preparing regular reports for management on customer feedback and service metrics.
  • Worked closely with the sales and installation teams to ensure seamless communication and alignment on project timelines and customer expectations.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.

Customer Success and Service Delivery Supervisor

Fox Mitchell Group
02.2018 - 11.2020


  • Acted as the primary point of contact for clients, addressing inquiries, managing relationships, and ensuring their recruitment needs are met.
  • Analyzed key performance indicators (KPIs) related to recruitment and service delivery, reporting on team performance and identifying areas for improvement.
  • Worked closely with other departments, such as sales and human resources, to align recruitment strategies with overall business objectives.
  • Ensured a positive experience for candidates throughout the recruitment process, from initial contact to placement and follow-up.
  • Maintained accurate records of recruitment activities, candidate progress, and client feedback, preparing regular reports for management.
  • Assisted with candidate sourcing and open houses as needed.

Education

Bachelor of Arts - Business Management

UHD
Houston, TX
05-2027

High School Diploma -

KIPP Generations
Houston, TX
06-2019

Skills

  • Conflict Resolution
  • Communication Skills
  • Team Supervision
  • Service Delivery Optimization
  • Bilingual
  • Dependable and reliable
  • Safe Driving
  • Clean Driving Record
  • CDL Licensed
  • Delivery Scheduling

Languages

Spanish
Professional Working

Timeline

Delivery Driver

Amazon
08.2023 - Current

Customer Service Lead

Floors Inc
03.2021 - 08.2023

Customer Success and Service Delivery Supervisor

Fox Mitchell Group
02.2018 - 11.2020

Bachelor of Arts - Business Management

UHD

High School Diploma -

KIPP Generations

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Diego Vera