Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Eugenia Alfaro Cruz

Alajuela

Summary

Detail-oriented professional with over 10 years of experience in logistics and customer service with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Denied Parties Advisor

DHL Express Costa Rica
06.2021 - Current
  • Manage and resolve denied party cases by requesting and verifying required documentation.
  • Liaise with all screening centers teams among DHL to ensure smooth transit of shipments and avoid delays.
  • Ensure timely clearance within a strict 3 day SLA.
  • Escalate cases when necessary and provide updates to customers.
  • Facilitate training programs, mentoring junior or new advisors in the department's tasks, focused on growth and learning.
  • Coordinated logistics operations, ensuring compliance with international shipping regulations and standards.
  • Enhanced team productivity with introduction of templates and streamlined processes for client assessments and follow-ups.
  • Led team in development of digital advisory platform in the DHL website, enhancing accessibility and engagement for clients.

Customer Service Advisor

DHL Express Costa Rica
06.2020 - 06.2021
  • Delivere exceptional handle of inbound calls while consistently meeting service metrics.
  • Processed shipments pickups and promoted additional services (e.g. faster delivery, package protection).
  • Supported new hires as a buddy and POC, as well as training assistant.
  • Participated as a ninja on Network department during peak season’s demand.
  • Escalate customer inquiries or issues for a solution as fast as possible.

Fleet Department Coordinator

Thrifty Car Rental
04.2016 - 06.2020
  • Coordinated the fleet's distribution and staff, across 8 locations nationwide.
  • Prioritize tasks and allocate resources effectively when scheduling for vehicle pickups and returns.
  • Monitored and coordinated vehicles maintenance and repair timelines with the maintenance team.
  • Trained new staff on departmental procedures and tools.
  • Resolved any conflicts or issues that arose within the team.
  • Managed customer incidents, ensuring minimal disruption and optimized cost efficiency.
  • Managed vendor relationships, negotiating contracts for optimal cost savings without compromising quality or service levels.

Financial Analyst 1

Citi Shared Services
03.2012 - 09.2014
  • Led project coordination and implementation between finance and HR teams in different locations.
  • Acted as Administrative Officer for the whole group (50 people), managing compliance on training and HR needs.
  • Facilitated smooth month-end close processes by efficiently reconciling accounts and addressing discrepancies promptly.

Supervisor of Security and Fraud Department

Innovative Data Solutions
03.2008 - 05.2011
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Prepare daily/weekly/monthly reports for management.
  • Coordinated with other departments the resolution of issues a customer had with their profile/account.
  • Led weekly meetings with deposit channels for issues/queries of account holders.
  • Implemented quality control measures for each of the team members.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Assisting the HR department in the hiring process.


Education

Master’s - Marketing and Communications

Universidad Latina De Costa Rica
01.2004

Bachelor's - Advertising

Universidad Latina De Costa Rica
San Pedro, Costa Rica
12-2001

Skills

  • Organized
  • Excellent communication
  • Time management
  • Training and mentoring
  • Problem-solving

Certification


  • Advanced English, Centro Cultural Costarricense Norteamericano - 2003
  • Excell course, Universidad Fidelitas, ongoing


Timeline

Denied Parties Advisor

DHL Express Costa Rica
06.2021 - Current

Customer Service Advisor

DHL Express Costa Rica
06.2020 - 06.2021

Fleet Department Coordinator

Thrifty Car Rental
04.2016 - 06.2020

Financial Analyst 1

Citi Shared Services
03.2012 - 09.2014

Supervisor of Security and Fraud Department

Innovative Data Solutions
03.2008 - 05.2011

Master’s - Marketing and Communications

Universidad Latina De Costa Rica

Bachelor's - Advertising

Universidad Latina De Costa Rica

Similar Profiles

CREATE PROFILE