Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Hector Gomez Garcia

Los Angeles,United States

Summary

Experienced customer service management professional adept at handling inbound and outbound customer service and collections. Skilled in resolving customer issues efficiently and effectively, with exceptional listening and critical thinking abilities. Establishes rapport with customers to minimize call escalations and ensure a positive customer experience.

Overview

13
13
years of professional experience

Work History

Broker/Account Manager

DSV - Global Transport and Logistics
12.2023 - 04.2024
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Onboarding and negotiating rates with carriers to service dedicated lanes


Customer Service Manager

Atlas Marine LLC
05.2022 - 11.2023
  • Schedule and coordinate Imports/Exports on multiple systems /web browser's
  • Strategically coordinate with Customer/warehouse to allocate and accommodate freight flow in their facilities
  • Onboarding and negotiating rates with carriers to service dedicated lanes
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.

Senior Operations Specialist

Next Trucking
09.2021 - 02.2022
  • Schedule and coordinate Imports/Exports on multiple systems /web browser's
  • Customer service representative
  • Strategically coordinate with Customer/warehouse to allocate and accommodate freight flow in their facilities
  • Equipment specialist
  • Collaborated with cross-functional teams to develop innovative solutions for complex operational challenges.
  • Evaluated quality and reasonable cost of vendor services for business support.

Transportation Specialist

Cargomatic
04.2018 - 08.2021
  • Negotiating rates with both customers and drivers
  • Securing Lanes /Capacity coordinator
  • Communicating with managers and team daily to assess dispatching needs
  • Being a Liaison between drivers and customers to give effective and complete service
  • Coordinated schedules and communicated changes to customers.
  • Ensured timely deliveries by closely monitoring performance metrics and addressing potential issues promptly.

Customer Service Team Lead

Clock Freight Inc
06.2017 - 04.2018
  • Being the first point-of-contact for drivers and customers for live shipments
  • Scheduling and dispatching drivers and trucks to appropriate locations according to customer requests
  • Developing strategies to maintain and expand profitability for the company
  • Verifying the daily delivery assignments and appropriate company and regulatory documents for accuracy
  • Obtains and inspects merchandise to ensure accuracy in quality and quantity
  • Ensuring 100% compliance with the Hours of Service (HOS) regulations set forth by the Department of Transportation (DOT)

Operations Team Lead

Panalpina
03.2011 - 03.2018
  • Overseeing inventory control and management, Picking, packing and experience in 3PL Warehouse
  • Account manager growth and customer satisfaction retainment
  • Managed complex projects with multiple deadlines, ensuring all objectives were met successfully.
  • Trained new employees on company policies, procedures, and best practices to facilitate their rapid integration into the team.
  • Maintained high levels of employee morale through effective communication, recognition, and coaching initiatives.


Education

High School Diploma -

John C Fremont
06-2011

Skills

  • Drayage import/export coordinator
  • Operational Efficiency
  • Resolving Issues
  • Account manager
  • Customer Service
  • Dispatching
  • Strategic Planning
  • Freight brokerage
  • LTL and FTL-OTR (B2C/B2B)
  • Freight/Carrier Rate Negotiation
  • Route Planning

Languages

Spanish
Native or Bilingual

Timeline

Broker/Account Manager

DSV - Global Transport and Logistics
12.2023 - 04.2024

Customer Service Manager

Atlas Marine LLC
05.2022 - 11.2023

Senior Operations Specialist

Next Trucking
09.2021 - 02.2022

Transportation Specialist

Cargomatic
04.2018 - 08.2021

Customer Service Team Lead

Clock Freight Inc
06.2017 - 04.2018

Operations Team Lead

Panalpina
03.2011 - 03.2018

High School Diploma -

John C Fremont
Hector Gomez Garcia