Juan Sebastian Pena
Fort Lauderdale,FL
Summary
Results-driven manager with 10 years of experience leading cross-functional teams to optimize operational workflows and drive revenue growth. Proven expertise in strategic planning, process automation, and talent development, consistently enhancing team productivity. Strong decision-making skills align business operations with long-term organizational goals.
Overview
2
2
Languages
1
1
Certification
15
15
years of professional experience
Work History
Dispatch Manager
Freight Force
Doral, Florida
01.2022 - 08.2026
- Managed logistics operations ensuring timely deliveries and effective inventory oversight.
- Implemented process improvements that streamlined logistics workflows and enhanced overall efficiency.
- Crafted transportation schedules optimizing route planning to enhance delivery timelines.
- Monitored shipment tracking systems, resolving delays and optimizing delivery status updates.
- Supervised warehouse operations to maintain safety compliance and adherence to industry standards.
- Oversaw daily operations for receiving, storing, packing, and shipping merchandise.
- Collaborated with customers and staff across various levels to improve service delivery.
Supervisor
Alorica
, FL
01.2021 - 01.2022
- Reviewed daily reports on call volume, sales, abandoned calls, and key statistics.
- Supervised daily operations to ensure efficient call center workflows.
- Coordinated scheduling to optimize staff coverage during peak hours.
- Trained new agents on customer service protocols and company policies.
- Conducted performance reviews to provide feedback and support individual development plans.
- Collaborated with management to develop effective training materials for staff growth.
- Provided guidance, training, and coaching to enhance call center team performance.
Owner/Operator Truck Driver
Freight force
Doral, Florida
02.2019 - 01.2021
- Inspected vehicles before departure and upon return to ensure safety compliance.
- Maintained clean driving record through strict adherence to traffic laws and safety protocols.
- Followed traffic laws while operating equipment to meet FMCSA guidelines.
- Completed daily logs and documentation, ensuring compliance with DOT regulations.
- Adhered to established routes and schedules based on customer specifications.
- Communicated with dispatchers regarding any route changes due to traffic or weather.
- Performed routine maintenance on delivery vehicles, including oil checks and tire inspections.
- Ensured cleanliness of cab and cargo areas to support optimal delivery conditions.
supervisor
Humana
St. Petersburg, Florida
01.2018 - 03.2019
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Developed strategies to improve team performance and productivity.
- Implemented new operational procedures, increasing efficiency.
- Reviewed completed work to verify consistency, quality, and conformance.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Supervisor
Access to care
Clearwater, Florida
12.2016 - 01.2018
- Resolved customer issues through effective communication and problem-solving skills.
- Implemented process improvements to enhance service quality and team productivity.
- Implemented quality control measures to uphold company standards.
- Created and managed budgets for travel, training, and team-building activities.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Produced thorough, accurate and timely reports of project activities.
Manager
Macys Call Center
Bogota, Colombia
01.2014 - 04.2016
- Led call center operations to enhance customer service quality.
- Ensured compliance with company policies regarding billing and collections processes.
- Assisted in developing strategies for improving collections processes.
- Maintained detailed records of all collections activity in customer accounts.
- Managed accounts receivable functions including invoicing, collections, payment processing.
Call Center Manager
AT&T Wireless
Bogota , Colombia
02.2012 - 12.2013
- Trained new agents on customer service protocols and company policies.
- Monitored call quality to ensure compliance with service standards.
- Coordinated scheduling to optimize staff coverage during peak hours.
- Resolved escalated customer issues with effective problem-solving techniques.
- Implemented process improvements to enhance team performance and morale.
- Conducted performance reviews to provide feedback and support development plans.
- Monitored calls for quality assurance purposes.
- Provided guidance, training, coaching and mentoring to call center team members.
Education
Bachelor of Arts - Aviation
UTI
Miramar, FL02-2028
High School Diploma -
Liceo De Colombia
Bogota 11-2009
Skills
- Logistics management
- Process Optimization
- Team Building & Empowerment
- Performance Tracking
- Problem resolution
- Attention to detail
- Customer service and support
- Team collaboration
- Effective communication
- Conflict resolution
- Personnel monitoring
- Effective communication
- Quality control
- Delegation
- Mentorship & Talent Development
- Strategic Planning
- Cross-Functional Collaboration
Languages
Spanish
Native/ Bilingual
English
Full Professional
Certification
- CDL Class A
- Microsoft Word certificate
- Microsoft excel certificate
- Power Point certificate
Timeline
Dispatch Manager
Freight Force
01.2022 - 08.2026
Supervisor
Alorica
01.2021 - 01.2022
Owner/Operator Truck Driver
Freight force
02.2019 - 01.2021
supervisor
Humana
01.2018 - 03.2019
Supervisor
Access to care
12.2016 - 01.2018
Manager
Macys Call Center
01.2014 - 04.2016
Call Center Manager
AT&T Wireless
02.2012 - 12.2013
Bachelor of Arts - Aviation
UTI
High School Diploma -
Liceo De Colombia