Elena Grullon
SPRINGFIELD,MA
Summary
Dynamic leader with extensive experience in training and supervising teams in fast-paced environments. Expertise in problem-solving and financial management has resulted in improved operational efficiency and elevated customer satisfaction ratings.
Overview
1
1
Language
1
1
Certification
10
10
years of professional experience
Work History
Senior Service Agent
Federal Express
05.2018 - 06.2026
- Resolved complex customer inquiries by utilizing advanced problem-solving techniques.
- Implemented process improvements that enhanced customer satisfaction ratings.
- Trained new team members on service protocols and operational procedures.
- Managed daily logistics to uphold efficiency and accuracy in package delivery processes.
- Supervised the physical package intake process and shipping documentation validation, ensuring strict compliance with corporate security policies.
- Ensured the correct application of tariffs and the accurate processing of shipment billing within the company's commercial systems.
- Managed the registration, processing, and updating of shipments through the internal Genesis platform, maintaining the integrity of origin data.
- Assisted in managing workflow and coordination within hub and sort room operations. Supported teams in organizing and classifying items for efficient processing.
- Coordinated courier team activities in the sort area, leading the segregation and efficient distribution of packages to optimize transit times and outbound routes.
- Guaranteed the continuous flow of internal operations during critical time windows (sort windows), proactively resolving operational incidents.
- Audit & Financial Control (Revenue Management):
- Oversee revenue capture from customer transactions at the station, ensuring daily cash reconciliation, audit reports, and the mitigation of financial risks.
- Ramp & Airport Gateway Operations (Ramp & Gateway):
- Execute Ramp Agent duties, leading ramp operations to ensure the safe and punctual loading, unloading, and dispatch of aircraft within established standard times (turnaround time).
- Technically control and stow outbound cargo using the specialized WorkBench tool, ensuring weight balance and maximizing container/aircraft capacity.
- Oversaw and validated import and export manifests to ensure accurate information transmission to relevant authorities.
- Oversaw daily operations to ensure timely and accurate package deliveries.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Coordinated logistics for high-priority shipments, ensuring adherence to deadlines.
- Monitored performance metrics to identify areas for operational efficiency gains.
- Developed training materials focused on best practices in customer service delivery.
- Collaborated with cross-functional teams to streamline communication and workflow processes.
- Contributed to the development of new services by providing insights based on industry trends and client feedback.
- Collaborated with cross-functional teams to ensure seamless service delivery for complex projects.
- Established open lines of communication within the team, fostering an environment of collaboration and support.
- Maintained strong relationships with clients, leading to increased loyalty and repeat business.
- Managed high-priority cases, ensuring prompt resolution and minimal downtime for clients.
- Developed customized solutions for clients by understanding their unique needs and expectations.
Credit and Collections Department
Distribuidora Corripio.
01.2016 - 01.2018
- Demonstrated self-motivation by completing tasks independently and efficiently in various settings.
- Adapted quickly to high-pressure situations while maintaining focus on tasks and goals.
- Excelled in both independent work and team collaborations to achieve project goals.
- Quickly learned new processes and adapted to changing work environments to enhance productivity.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Education
High School Diploma -
Liceo Ulises Francisco Espaillat (UFE)
Santiago De Los Caballeros 2011
BBA - Business Administration
Universidad Dominicana O&M
Santiago De Los Caballeros09.2016
Skills
Service level agreements
- Verbal and written communication
- Team development
- Adaptability and flexibility
- Client relations
- Creative problem solving
- Active listening
Regulatory compliance
Operational efficiency
Cross-functional coordination
Escalation management
Customer retention
Client support
Exceptional communication
Certification
Feeder Ramp CAF 157
Accounting and tax management
Accounting Assistant
Advance Excel
Languages
English
Limited Working
Timeline
Senior Service Agent
Federal Express
05.2018 - 06.2026
Credit and Collections Department
Distribuidora Corripio.
01.2016 - 01.2018
BBA - Business Administration
Universidad Dominicana O&M
High School Diploma -
Liceo Ulises Francisco Espaillat (UFE)