Summary
Overview
Work History
Education
Skills
Certification
Abilities Skills
Languages
Timeline
Generic

Esmeralda Morales

Edinburg,Texas

Summary

Analytical manager dedicated to bolstering efficiency through increased payloads, improved customer service and equipment utilization. Committed to maintaining open communications with staff members and superiors in ongoing effort to increase collaboration and eliminate operational gaps. Team-oriented approach to effectively support terminal efforts. Focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty, and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Terminal Manager

BTX Global Logistics
PHARR, TX
08.2022 - Current
  • Collaborated with transportation partners to develop efficient routing plans that maximized capacity while minimizing transit times.
  • Ensured compliance with regulatory requirements by staying updated on industry standards, guidelines, and best practices
  • Organized records of vehicles, schedules and completed orders
  • Created and enforced detailed organization processes to increase quality and service standards
  • Oversaw maintenance activities, ensuring equipment reliability and minimal downtime due to repairs or malfunctions.
  • Directed and initiated investigations to resolve shipper or customer complaints
  • Managed complex terminal projects from inception to completion, ensuring timely delivery and stakeholder satisfaction throughout process.
  • Handled customer complaints and revised process to improve service, boosting customer service scores 30%.
  • Coordinated with cross-functional teams for seamless execution of projects and tasks within terminal environment.
  • Conducted research to address shipping errors and packaging mistakes
  • Developed strong relationships with clients, vendors, and other stakeholders for improved communication and collaboration
  • Achieved high customer satisfaction ratings by addressing concerns promptly and providing exceptional service at all times
  • Collaborated with manufacturing and supply chain management
  • Divided and categorized cargo received and redirected shipments in response to customer requests
  • Prospected for leads to build pipeline and convert to sales opportunities
  • Promoted brand at industry events and through ongoing networking efforts
  • Improved terminal efficiency by streamlining processes and implementing innovative solutions
  • Performed human resource-related tasks by interviewing and hiring employees, performing payroll functions and evaluating drivers
  • Maintained flexibility to work variety of shifts and days of week consistent with demands of retail environment.
  • Directed and monitored tracking, routing and dispatching transportation vehicles
  • Managed terminal operations to ensure smooth functioning, optimal resource utilization, and timely service delivery
  • Reduced worker accidents by implementing improved safety standards and monitoring procedures.

Senior Customer Service

Out West Express
McAllen, TX
07.2018 - 02.2022
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Conducted surveys to determine customer opinion of products and services
  • Mentored junior staff members to develop their skills, leading to higher performance levels
  • Assisted in organizing and overseeing assignments to drive operational excellence
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills
  • Successfully managed budgets and allocated resources to maximize productivity and profitability
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs
  • Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress
  • Identified and communicated customer needs to supply chain capacity and quality teams
  • Developed and implemented customer service policies and procedures
  • Devised innovative problem-solving techniques to address unique client concerns swiftly
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success
  • Managed senior-level personnel working in marketing and sales capacities
  • Addressed on average 100 inbound customer calls daily.

Customer Service Supervisor & Warranty Specialist

Alps Logistics
McAllen, TX
11.2009 - 06.2018
  • Organized spaces, materials and catering support for internal and client-focused meetings
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally
  • Monitored metrics and developed actionable insights to improve efficiency and performance
  • Improved office operations by automating client correspondence, record tracking and data communications
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
  • Led regular customer service meetings to review progress identify challenges and provide feedback
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge
  • Coached employees through day-to-day work and complex problems
  • Reduced employee turnover by cultivating supportive culture focused on professional growth opportunities and recognition of achievements
  • Implemented project management techniques to overcome obstacles and increase team productivity
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues
  • Kept high average of performance evaluations
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
  • Coached team members to deliver hospitable, professional service while adhering to set service models
  • Promoted positive work environment through open communication channels, fostering team collaboration and high morale
  • Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to team for seamless customer support.
  • Identified customer service trends to provide recommendations for process and procedural improvements
  • Organized meetings for executives and coordinated availability of conference rooms for participants
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results
  • Created customer support strategies to increase customer retention
  • Created, prepared, and delivered reports to various departments
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers
  • Completed bi-weekly payroll for 100 employees.
  • Gained extensive knowledge in data entry, analysis and reporting.

Customer Service Supervisor

Seagate Technology
McAllen, TX
08.2003 - 10.2009
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Created, prepared, and delivered reports to various departments.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers
  • Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
  • Kept high average of performance evaluations
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel
  • Led regular customer service meetings to review progress identify challenges and provide feedback
  • Monitored call center data to assess trends, proactively implementing solutions for identified issues
  • Organized meetings for executives and coordinated availability of conference rooms for participants
  • Delegated tasks to administrative support staff to organize and improve office efficiency
  • Promoted positive work environment through open communication channels, fostering team collaboration and high morale.
  • Implemented feedback system for customers to provide comments and suggestions to improve service
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
  • Researched and corrected customer concerns to promote company loyalty
  • Conducted ongoing reviews of program financial systems to assess cost control measures
  • Identified customer service trends to provide recommendations for process and procedural improvements.
  • Spearheaded process improvements within department that led to reduced response times for incoming inquiries.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Completed bi-weekly payroll for 110 employees.

Education

AAS -

South Texas College
McAllen, TX
06.2010

Graduated -

Edinburg High School
Edinburg, TX
06.1989

Skills

  • Testing Orders
  • Data Entry
  • Customer Relationship Management
  • Regulatory Compliance
  • Analytical Thinking
  • Quality Control
  • Safety standards
  • Resource Management
  • Problem-solving aptitude

Certification

  • TSA certified.
  • Hazmat certified.
  • Internal Auditing QCTC 1091 604 (South Texas College)
  • Leadership Level 1 BMGT 1018 803 (South Texas College)
  • Haz-Mat EPCT 1022 802 (South Texas College)
  • Indirect Air Carrier Security Program (CNS)
  • Introduction to Microsoft Excel ITSW 1022 80 (South Texas College)

Abilities Skills

  • Strong leadership and teamwork oriented
  • Proper communication with customers
  • Work under pressure.
  • Payroll
  • Special project development and challenging
  • TS 16949/ISO process document control and auditing
  • Excellent communication and attention to detail skills
  • Proficient or ability to learn new computer systems.
  • Prior experience in warranty processing
  • Math skills
  • Remotely over 3 years.

Languages

Spanish
Native or Bilingual

Timeline

Terminal Manager

BTX Global Logistics
08.2022 - Current

Senior Customer Service

Out West Express
07.2018 - 02.2022

Customer Service Supervisor & Warranty Specialist

Alps Logistics
11.2009 - 06.2018

Customer Service Supervisor

Seagate Technology
08.2003 - 10.2009

AAS -

South Texas College

Graduated -

Edinburg High School

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Esmeralda Morales