Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Job Experience Details
Certification
Languages
Timeline
Generic

Heyling Fernández

Miami

Summary

Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.

Well-qualified Customer Relations Specialist proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.

Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Air Export Agent

DHL Global Forwarding
08.2023 - Current
  • Market Research: Conducting market research to identify potential markets and customers for their clients' products. This includes analyzing market trends, competition, and customer preferences.
  • Sales and Marketing: Developing and implementing sales strategies to promote products in international markets. This may involve participating in trade shows, preparing marketing materials, and negotiating sales contracts.
  • Logistics and Shipping: Coordinating the logistics of shipping products overseas. This includes arranging transportation, ensuring compliance with international shipping regulations, and managing documentation such as bills of lading and export licenses.
  • Customs Compliance: Ensuring that all products comply with the import regulations of the destination country. This includes preparing and submitting customs declarations and ensuring that all necessary documentation is in order.
  • Client Communication: Maintaining regular communication with clients to update them on the status of their shipments and address any concerns or issues that arise.
  • Financial Management: Managing financial transactions related to international sales, including invoicing, currency exchange, and securing payment. This may also involve working with banks to arrange letters of credit or other financial instruments.
  • Risk Management: Identifying and mitigating risks associated with international trade, such as political instability, exchange rate fluctuations, and transportation issues.
  • Legal and Regulatory Compliance: Keeping abreast of changes in international trade laws and regulations and ensuring that all transactions comply with relevant laws.
  • Networking: Building and maintaining relationships with key stakeholders in the international trade industry, such as freight forwarders, customs brokers, and trade associations.
  • Problem Solving: Addressing and resolving any issues that arise during the export process, such as delays, damages, or disputes with foreign buyers.

Domestic Operations Specialist

DHL, Global Forwarding
Miami, FL
12.2021 - 07.2023
  • Improved customer satisfaction by addressing concerns promptly and providing effective solutions.
  • Conducted regular performance reviews for continuous improvement in customer service delivery.
  • Led a team responsible for addressing escalated complaints, resulting in higher resolution rates.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Analyzed customer feedback and implemented strategies to improve customer experience.
  • Streamlined communication processes for increased efficiency in handling customer inquiries.
  • Coordinated with cross-functional teams to resolve product-related issues quickly, minimizing impact on customers.
  • Delivered superior customer service to strengthen relationships and drive future business revenue.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Delivered prompt service to prioritize customer needs.

Labor-Supervisor

JCSA, Construction
07.2020 - 01.2021
  • Supervising Laborers: Directing and overseeing the work of construction laborers on-site to ensure tasks are completed efficiently and safely.
  • Assigning Responsibilities: Allocating tasks and responsibilities to laborers based on project requirements and individual skill sets.
  • Ensuring Safety: Enforcing safety protocols and regulations to minimize accidents and injuries on the construction site.
  • Quality Control: Monitoring workmanship to ensure that construction tasks meet quality standards and specifications.
  • Managing Resources: Coordinating with project managers to ensure that labor, materials, and equipment are available as needed.
  • Scheduling: Creating and managing work schedules for laborers to ensure timely completion of construction projects.
  • Problem Solving: Addressing any issues or challenges that arise during construction, such as delays, conflicts, or technical difficulties.
  • Communication: Maintaining open communication with both laborers and management to relay project updates, concerns, and progress reports.
  • Training and Development: Providing guidance and training to laborers to enhance their skills and performance on the job.
  • Documentation: Keeping accurate records of work activities, including daily reports, attendance, and any incidents that occur on the construction site.

Driver, Customer service

UBER, LYFT
09.2020 - 01.2021
  • Followed all relevant traffic laws and safety regulations.
  • Utilized GPS and other navigation tools to plan routes and stay on schedule.
  • Achieved safe driving records by consistently following traffic rules and regulations.
  • Delivered goods and products to customer on time and in excellent condition.
  • Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
  • Maintained professional and friendly demeanor during deliveries to uphold company reputation.
  • Communicated with customers to provide delivery updates and confirm delivery locations.
  • Communicated with passengers to provide information and assistance for excellent customer service and positive experiences.
  • Drove safely in various weather and road conditions to avoid accidents.

Waitress

EL NUEVO PROGRESENO, Restaurant
11.2019 - 03.2020
  • Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
  • Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
  • Maintained clean and welcoming dining environment, ensuring a positive guest experience.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Used cash registers and credit card machines to cash out customers.
  • Collaborated with team members to consistently provide efficient service during peak hours.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Supervised dining table set-up to prepare for diversity of event types, following strict service standards.

Labor

MODERN STONE, LLC
02.2019 - 08.2019
  • Loaded, unloaded, and moved material to and from storage and production areas.
  • Maintained clean and organized work areas, contributing to overall efficiency on the job site.
  • Assisted in loading and unloading materials, ensuring timely delivery to appropriate job sites.
  • Performed general housekeeping and cleaning tasks.

Manager (8 employees)

PANIFICADORA RUBIO, C.A, Bakery
01.2010 - 10.2017
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Planned and budgeted accurately to provide business with resources needed to operate smoothly.
  • Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

Education

INSURANCE - Insurance

QUINTERO & PARTNERS
Miami, USA
03.2021

Bachelor of Science - Accounting And Business Management

UNIVERSIDAD SIMON RODRIGUEZ
El Vigía, Venezuela
10.2009

High School Diploma -

COLEGIO SANTA TERESITA
EL VIGIA, VENEZUELA
06.2006

Skills

  • Multi-line phone talent
  • Quality Control
  • Strategic sales knowledge
  • Feedback Analysis
  • Key stakeholder relationship building
  • Customer Relations
  • Customer Service
  • Teamwork and Collaboration
  • Microsoft Office
  • Data Entry
  • Service standard compliance
  • Order documentation

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Additional Information

Native, Writing, Basic Conversation, Word, Excel, Power Point

Job Experience Details

  • DHL, Global Forwarding, Domestic Dept., Customer Relations Specialist
  • UBER, LYFT, Driver, Customer service
  • JCSA, Construction, Labor-Supervisor, Construction cleaning, Team Supervisor, Driver
  • EL NUEVO PROGRESENO, Restaurant, Waitress, Customer service, Host, Cashier
  • MODERN STONE, LLC, Labor, Construction cleaning
  • PANIFICADORA RUBIO, C.A, Bakery, Manager (8 employees), Administration, Customer/ vendors relations, Employee payroll

Certification

  • Certified Data Protection, DHL
  • CW1 Training
  • Certified Life Sciences Specialist, DHL
  • Licensed Insurance - 215

Languages

Spanish
Native or Bilingual
English
Professional Working

Timeline

Air Export Agent

DHL Global Forwarding
08.2023 - Current

Domestic Operations Specialist

DHL, Global Forwarding
12.2021 - 07.2023

Driver, Customer service

UBER, LYFT
09.2020 - 01.2021

Labor-Supervisor

JCSA, Construction
07.2020 - 01.2021

Waitress

EL NUEVO PROGRESENO, Restaurant
11.2019 - 03.2020

Labor

MODERN STONE, LLC
02.2019 - 08.2019

Manager (8 employees)

PANIFICADORA RUBIO, C.A, Bakery
01.2010 - 10.2017

INSURANCE - Insurance

QUINTERO & PARTNERS

Bachelor of Science - Accounting And Business Management

UNIVERSIDAD SIMON RODRIGUEZ

High School Diploma -

COLEGIO SANTA TERESITA

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