Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Ivonne Martinez

Laredo,TX

Summary

Experienced Senior Customer Service Executive with strong background in customer relationship management. Proficient in leading teams and managing operations to ensure seamless service delivery. Strong problem-solving and communication skills, coupled with the ability to handle high-pressure situations effectively. Proven record of improving customer satisfaction and driving customer loyalty in previous roles. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Overview

13
13
years of professional experience

Work History

Senior Customer Service Executive

TRI NATIONAL INC
LAREDO, TX
11.2023 - Current
  • Responsible for providing exceptional customer service. Customers send load tenders via email, EDI, phone, and on different web platforms depending on the customer. I was responsible for accepting and entering load tenders timely and booking them using AS400. Loads were scheduled for on time pickup and delivery. Track and trace loads to ensure 100% on-time performance. Constant communication with planners, fleet managers, and members of management is essential to ensure timely service and customer satisfaction. Work closely with fleet managers and planners to troubleshoot delayed loads if any.
  • Resolved escalated customer service issues in a timely manner.
  • Monitored incoming calls and emails from customers to ensure quality standards were met.
  • Worked closely with other departments such as Sales, Marketing, and Operations to ensure maximum client satisfaction.
  • Analyzed existing processes for opportunities for improvement or cost savings measures.
  • Provided feedback on customer service experience in order to identify areas of improvement.
  • Analyzed customer feedback data to develop strategies for improving the overall customer experience.
  • Participated in departmental meetings to discuss current trends in the industry and ways to improve customer relations initiatives.

Customer Service Representative

Royal Express Inc.
Laredo, TX
07.2020 - 11.2023
  • Work with operations team to provide anything that the customer requires for most of the accounts of a 180 truck fleet and other departments such as Safety and accounting along with upper management
  • Order input in Mcleod
  • Plan loads
  • Coordinate with drivers for stops
  • Accept EDI orders
  • Meetings with customer
  • Operations feedback
  • Close loads for accounting
  • Validate rates
  • Worked with B1

Customer service representative

Mesilla Valley transportation
El paso, TX
08.2019 - 07.2020
  • Work with operations team to provide anything that the customer requires for most of the accounts of a 400 truck fleet and other departments such as Safety and accounting along with upper management
  • Order input in AS400 and TMS
  • Plan loads
  • Coordinate with drivers for stops
  • Accept EDI orders
  • Meetings with customer
  • Operations feedback
  • Close loads for accounting
  • Validate rates
  • Worked with shop
  • Works with CDL's and local drivers

Supply Chain Specialist

R+L Carriers
Laredo, Texas
10.2017 - 10.2018
  • Find a logistics solution for any needs from the USA, Canada and Mexico by coordinating a transportation method by using all the partner carriers and modes permitted by the goods working with import/export customs brokers witch customers such as XPO, DSV, SBICCA, Suelas Italia, Vaqueras, Botas Jacca amongst others.
  • Quotation for Full trailer load, LTL and specialized transportation services.
  • Customer service management in Mexico, US and Canada.
  • Logistics
  • Track, trace and follow up.
  • Coordination among departments (Buyer, Planners, Manufacturing, Shipping)
  • Billing
  • Collections.
  • Cross trained with all customers from company in every department.
  • Import/Export specialist

Equipment Coordinator

Universal Logistics Holdings, Inc.
Warren, MI
10.2016 - 08.2018
  • Supervise inbound/outbound services
  • Provide rental units arrangements
  • Maintains monthly rental equipment reports
  • Translation jobs as necessary
  • Controls rental equipment requests
  • Ensure high standards of quality in customer service.
  • Manage the receiving, order filling and shipping rental units operations in an efficient and cost effective manner.
  • Oversee and monitor Transportation functions
  • Other duties as assigned

Customer Service Supervisor / International Door to Door Specialist

TNL Express SA de CV
Nuevo Laredo, MX
03.2012 - 04.2016
  • Quotation for Full trailer load, LTL and special services.
  • Customer service management of customers in Mexico, US and Canada. Track, trace and follow up.
  • Coordination among departments (Buyer, Planners, Manufacturing, Shipping)
  • Billing
  • Collections.
  • Cross trained with all customers from the company in every department.
  • Import/Export specialist

Education

Some College (No Degree) -

UNIVERSIDAD AUTONOMA DE TAMAULIPAS
NUEVO LAREDO,MEXICO

Skills

  • Customer service
  • EDI processing
  • Conflict resolution
  • Logistics coordination
  • Billing and payment
  • Escalated customer concerns
  • Data analysis
  • Order management
  • Load planning
  • Performance tracking

Languages

Spanish
Native/ Bilingual
English
Native/ Bilingual

Timeline

Senior Customer Service Executive

TRI NATIONAL INC
11.2023 - Current

Customer Service Representative

Royal Express Inc.
07.2020 - 11.2023

Customer service representative

Mesilla Valley transportation
08.2019 - 07.2020

Supply Chain Specialist

R+L Carriers
10.2017 - 10.2018

Equipment Coordinator

Universal Logistics Holdings, Inc.
10.2016 - 08.2018

Customer Service Supervisor / International Door to Door Specialist

TNL Express SA de CV
03.2012 - 04.2016

Some College (No Degree) -

UNIVERSIDAD AUTONOMA DE TAMAULIPAS

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