Gilma Maldonado
Elizabeth,NJ
Summary
Creative Operations Specialist skillful in executing effective operating rhythms and management systems structures. Expertise in analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of team.
Overview
10
10
years of professional experience
Work History
Operations Specialist
STG LOGISTICS
02.2024 - 07.2024
- Tracked & traced containers at the ports of NJ/NY
- Once discharged and cleared, made delivery appointments with warehouse
- Then added it to system for dispatching
- Informed customers of any holds at port
- Advised customer/ warehouse of "up to date" deliveries or delays
- Also updated charges for each of accounts to make sure properly billed
- Managed incoming calls, emails and faxes with customer satisfaction
- Boosted customer satisfaction, addressing client concerns in timely and professional manner.
- Collected, arranged, and input information into database system.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
Customer Service Representative
EAST COAST WAREHOUSE CES
07.2022 - 09.2022
- Uploaded containers held by Customs
- Double checked the type of hold and POD
- Sent out charges to the customer once the container was released by Customs
- Updated payments and advised the customers once available or if further action was needed
- Advised in-house truckers to move containers that were assigned to move by rail
- Contacted SSL's for freight releases
- Processed drivers picking up containers once fully released
- In addition, processed CFS/LCL drivers picking up from the warehouse
- Managed approximately 100 incoming calls, emails and faxes per day
LCL Imports Operations/CSR
SHIPCO
06.2014 - 06.2017
- Managed high call volumes (over 100 calls per day) maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
- Responded to customer requests for products, services, and company information.
- Assisted customers with account set-up, enabling smooth transitions into using the company's products or services.
Education
High School - General
North Brunswick Township High School
North Brunswick, NJ01.1994
Skills
- Bilingual - Spanish
- Microsoft Office
- Windows
- Operations coordination
- Operational efficiency
- Fleet management
- Planning and coordination
Timeline
Operations Specialist
STG LOGISTICS
02.2024 - 07.2024
Customer Service Representative
EAST COAST WAREHOUSE CES
07.2022 - 09.2022
LCL Imports Operations/CSR
SHIPCO
06.2014 - 06.2017
High School - General
North Brunswick Township High School
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