KIOVENY HILARIO
Charlotte,NC
Summary
Dedicated, motivated and focused. Who works well with people of all ages. Who excels at prioritizing multiple tasks, simultaneously, and following through to achieve project goals. Able to learn new tasks quickly and proficient in growing key client relationships.
Highly motivated professional with several years of entrepreneurial and management experience. Skillfully creates and maintains professional and loyal relationships with co-workers, staff and clients while managing administrative and sales employees. Comfortable working independently as manager and leader and as collaborative team member. Applies business acumen and experience and exercises decisive judgment to meet and exceed organizational goals.
Overview
19
19
years of professional experience
Work History
Dispatcher/Dispatch Manager
Park Avenue Intermodal
Virginia Beach, Virginia
01.2022 - Current
- Provided timely updates to customers regarding their orders or requests.
- Resolved customer complaints related to service issues or delays.
- Verified driver credentials prior to assigning them a route or task.
- Ensured compliance with safety regulations and company policies.
- Conducted regular training sessions for new hires on proper protocols for handling emergency situations.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Created daily reports detailing response times, call volumes, and other pertinent information.
- Organized paperwork associated with deliveries including manifests, bills of lading, packing slips.
- Assigned drivers to appropriate routes based on customer needs.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
- Participated in team meetings discussing changes in procedures or processes.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Updated records of driver locations, delays, and cancellations.
- Interacted with local law enforcement agencies when responding to incidents in progress.
- Leveraged GPS devices and computer programs to plan routes, update customers or advise drivers about upcoming issues.
- Liaised with customers to provide logistics for drivers and coordinate delivery times.
- Matched bills of lading and reconciled quantities to verify items shipped.
- Trained employees on triaging and dispatching procedures to properly handle daily calls.
- Monitored changes in delivery schedule and communicated changes to customers.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements, and service needs.
- Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts.
- Supervised driver dispatching, route planning, and vehicle tracking for driving team.
- Scheduled loads according to priority and available equipment.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.
- Tracked changes in computer system to keep records current and accurate.
- Investigated and resolved customer and vendor issues to retain business.
- Worked closely with transportation supervisor to dispatch and assign loads.
- Managed daily delivery and work schedules to maximize coverage.
- Alerted personnel of road and weather hazards to minimize accidents and delays.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Answered customer requests with information about product availability, shipping information and status updates.
- Addressed questions, problems or requests for service or equipment.
- Documented services performed, operations information, and dispatch details in system.
- Set schedules, implemented new policies, and worked with managers to optimize operational procedures and establish clear objectives.
- Maintained current knowledge of personnel in field and completed deliveries or delays.
- Dispatched drivers to meet daily delivery needs for company customers.
- Prepared daily work and run schedules.
- Arranged for repairs to restore service and schedules.
- Relayed work orders, messages or information using telephones or two-way radios.
- Oversaw communications within assigned territories.
- Received or prepared work orders.
- Determined types or amounts of equipment, vehicles or personnel to meet work orders or specifications.
- Coordinated with other departments to ensure timely delivery of goods and services.
- Maintained up-to-date records of shipments, driver logs, vehicle maintenance schedules and fuel consumption data.
- Oversaw the onboarding process for new drivers; conducted interviews, reviewed background checks and ensured completion of required documents prior to hire date.
- Performed regular audits on completed trips to verify accuracy of invoicing information provided by drivers.
- Resolved customer complaints regarding late or incomplete deliveries by working with logistics teams to find solutions.
- Conducted weekly meetings with staff to discuss current issues or changes in policy or procedure.
- Monitored drivers' performance, ensuring compliance with safety regulations, route optimization and on-time deliveries.
- Served as primary contact for external vendors providing transportation services.
- Created reports detailing fleet utilization, costs per mile, hour, load, employee productivity metrics.
- Ensured all vehicles were equipped with necessary tools prior to departure from warehouse.
- Implemented safety protocols such as random drug testing programs for employees operating commercial vehicles.
- Negotiated contracts with vendors and suppliers to reduce costs and improve service quality.
- Established and maintained positive relations with drivers, creating work environment to embrace, promote and lead continuous improvement efforts.
- Collaborated with the customer service team to resolve delivery issues promptly, enhancing customer satisfaction.
- Promoted safe work activities by conducting safety audits and attending company safety meetings.
- Developed and maintained strong communication lines with drivers to address any issues or changes in real-time.
Online Fitness Coach
Herbalife Nutrition
Matthews, NC
09.2019 - Current
- Teach virtual fitness classes via social media and zoom
- Motivate, encourage and assist clients of all ages to reach there fitness and health goals through proper nutrition, exercise, meal plan and positive attitude
- Create live workouts for over 138 clients
- Train 6 days a week
- My clients have won almost every month 1st & 2nd place for best fitness results
- Helping people feel good from the inside out while pushing them to become the best version of themselves every single day
- Pushing my clients to show up for themselves
- Live cooking classes
- Raffles
- Motivational group chat for people just like them starting there fitness journey.
CFO
AlFliction's World Famous Tattoo
Stallings, NC
10.2012 - Current
- Team Fliction Pro tattoo artists
- I have 18 employees
- My fiancé is an artists and we hired 18 artists to travel to 34 plus states throughout the year
- We trace in our RV and do different tattoo conventions
- We sell, after care products, we sell numbing cream for tattoos, we sell world famous tattoo ink, gloves, KWADRON needles from Poland
- We are sponsored by 4 different companies
- Due, to this current epidemic (Coronavirus) all of our shows have been postponed until further notice.
Owner
Tattoo Tavern
Stallings, NC
10.2020 - 11.2023
- I am the owner of Tattoo Tavern Bar
- Inspire by celebrity tattoo artists from Inkmasters
- Tattoo genre signature cocktails
- Ensured compliance with local, state, and federal regulations.
- Created marketing campaigns to attract new customers.
- Collaborated with other owners on joint ventures and shared resources.
- Implemented quality assurance processes to ensure product excellence.
- Organized events such as trade shows and conferences.
- Oversaw budgeting and financial management.
- Maintained relationships with existing clients by providing superior customer service.
- Conducted performance reviews for employees on a regular basis.
- Managed daily operations of business, including hiring and training staff.
- Ensured compliance with applicable laws and regulations related to business operations.
- Developed strategic plans to increase profitability and efficiency.
- Identified new opportunities for growth, expansion, and diversification.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- No more long boring hours waiting for your friends and family to get tattooed at the tattoo shop
- Now you can enjoy tour time waiting while also watching your friends and family get tattooed from a tv screen or favorite celebrity tattoo artists, while listening to your favorite music and drinking some delicious signature cocktail as or a nice cold beer.
Temporary Administrative Assistant
CliftonLarsenAllen
Las Vegas, NV
01.2018 - 06.2018
- Answering phone calls
- Transferring calls to appropriate team member
- Responding to emails in a timely manner
- Greet and assist walk in clients
- Route Tax documents such as, 1050's, 1120's, 8879 forms and signed engagement letters
- Scan client tax documents into GoFileRoom (GFR)
- Update client information in Star software
- Prepare and order office supplies
- Assist manager with daily projects and meeting project deadlines
- Assist all CPA's with preparing Tax paperwork
- Mail merge
- Excel & MS Office
- Prepare monthly expense report in excel.
M life Rewards Representative
Monte Carlo Hotel & Casino
Las Vegas, NV
11.2017 - 02.2018
- Provided service to guests at the M life Rewards desk, including promoting and enrolling them in the M life Rewards program, conducting redemptions and transactions of M life promotions, and answering questions about M life or the property
- Assisted guests with all requests, answered questions about M life and Game Sense and addressed guest problems in a professional and timely manner
- Explained the M life Rewards program in detail, enrolled guests in M life, and redeemed guests' points or offers
- Understood principles of responsible gaming and ensured consistent promotion of GameSense to all guests
- Managed member account information into the database system and issued M life Rewards cards
- Promoted the M life Rewards MasterCard by explaining rewards and benefits to members, accept M life Rewards MasterCard applications, and issue cards to approved members adhering to all applicable procedures
- Responsible for other job related duties as requested in compliance with Company standards and federal, state and local law
- Maintained general knowledge of the property as well as slot floor layout, mix, etc
- Remained informed about all Slot Division activities and events
- Performed all other job related duties as requested.
Patient diagnostic front desk check-in/registration
Mount Sinai Heart NY Palm Beach
Jupiter, FL
09.2016 - 08.2017
- Patient check-in and check-out
- Collect co-payments
- Register new patients
- Confirm, schedule & cancel appointments
- Manage phone tree
- Scan all medical records for new & established patients for 9 doctors'
- Triage emergency calls from patients, hospital, ER & doctor's offices
- Update patient file on a daily (demographics, insurance information etc...)
- Verify insurance eligibility
- Train new employees
- Triage calls
- Supervise front desk
- Transfer calls to 9 Doctors
- Schedule for 9 doctors
- Return mail and statement monitoring
- Send & respond to all tasks to Medical Assistant's & scheduler's
- Manage new patient packet; patient financial responsibility & HIPA forms
- Assist my office manager with end of the year insurance project requirements from all doctors
- Handle return mail, update address, and turn statements off & resend billing information to all patients.
Member Services Specialist/MLS Trainer
Jupiter Tequesta Association of Realtors
Jupiter, FL
09.2015 - 09.2016
- FlexMLS Instructor
- In house and off-site MLS training at real estate offices
- FlexMLS technical support
- IDX Support
- MLS Team Liaison
- Member & broker outreach ambassador
- Supra Key and Lockbox Support
- Member Services
- Backup for store.
Temp New Patient Coordinator
Resolute Pain Solutions
Port St. Lucie, FL
05.2015 - 09.2015
- Answered phones in timely manner- complete new patient checklist
- Knowledgeable of HIPPA LAW
- New Patient registration and updating existing patient information
- Closing calls with appointments being booked
- Insurance Knowledge
- Self/Pay Policies
- All scripts/ EMR Navigation
- Update appointment in Clinic MD (EMR) when medical records obtained
- Return calls in a timely manner
- Email patient medical release forms & New Patient Packets
- Fax referring doctor to inform & obtain medical records
- Knowledge of staff roles throughout company
- Follow up on recalls weekly
- Attend all mandatory meetings
- Maintain proper personal conduct and confidentiality of patient, staff and physician's information
- Run new patient background and e-force.
Temporary Bilingual Customer Service Representative
MAXIMUS
Okeechobee, FL
01.2015 - 05.2015
- Provided bilingual customer service in a contact center in support for the government
- Navigated to the appropriate pre-scripted responses which must be read verbatim to provide basic general and claims specific information
- Provided health insurance to pregnant women and children under the age of 18 years old
- Updated caller information in system
- Assisted caller with filling out online application and submitting it electronically to provider for processing
- Complete basic call related input to phone inquiries such as, clicking to confirm
- Knowledge of HIPPA LAW
- Utilized standard technology such as telephone, email and web browser.
Teacher's Assistant/Teacher's Aide
Bushwick United Head Start/Daycare
Brooklyn, NY
09.2012 - 07.2014
- Helped implement hands-on multi-sensory lessons and activities to children- which are provide in the context of academically stimulating themes
- Coordinated planning and prepared classroom activities and materials
- Provided effective supervision to 20+ students during classroom activities and snack time
- Covered for head teacher's during absence and followed weekly lesson plans.
Office Coordinator/Intern Associate
Achievement First Crown Heights Charter School
Brooklyn, NY
08.2011 - 09.2012
- Used Achievement First's Student Information System (SIS) to reconcile student's attendance
- Received and distributed mail and shipments to entire staff
- Maintained a clean and organized office environment
- Used the SIS to maintain and update all student demographic information as directed by the Student Service Manager
- Monitored 20-3- students daily during lunch time/absent teacher.
Research/Proxy Solicitor-Customer Service Call Center
Robert half Legal Temp Agency
New York, NY
05.2010 - 07.2011
- Researched multiple/personal accounts on daily basis
- Accessed multiple website engines
- Read from scripts, while contacting shareholders
- Provided accurate and appropriate information in response to customer inquiries
- Maintained up-to-date records at all times.
P/T Customer Service Representative Call Center
New Jersey Path Smart Link
Journal Square, NJ
04.2009 - 05.2010
- Provided accurate and appropriate information in response to customer inquiries
- Maintained up-to-date records at all times
- Assisted passengers with daily issues with their smart link cards
- Registered seniors/full fare passengers in the system
- Examined/mailed out new smart link cards.
P/T Temp Legal Administrative Assistant
Louis Grandelli, P.C
New York, NY
03.2009 - 05.2010
- Organized and maintained law libraries, documents and case files
- Photocopied all correspondence, documents and other printed materials
- Maintained the mater calendar for client appointments and court appearances
- Organized and prioritized the case loads of 3 attorneys.
Barista
Starbucks Coffee Company
New York, NY
07.2005 - 03.2009
- Effectively responded to customer's inquiries and concerns
- Operated the cash register
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
- Trained 5 new employees
- Earned 'Best Customer Service' awards for 4 years.
Manager NY/Work from home FL
Brooklyn Ink Tattoo Shop
Brooklyn, NY
07.2014
- Payroll
- Responsible for interviewing & hiring new staff members
- Created contract for clients
- Shop marketing
- Responsible for organizing staff
- Account for all monetary transactions conducted in the store
- Controlled inventory
- Implemented company policy established by senior management
- Responsible for reviewing the books at the end of the week
- Maintained and scheduled appointments for tattoo artist.
Education
Bachelors of Science - Forensic Psychology
John Jay College of Criminal Justice
06.2014
Legal Secretary Certification -
The City University of New York Brooklyn college
08.2011
Associates Degree - Paralegal Studies
LaGuardia Community College
06.2010
Progress High School Diploma -
Honors Society High School
06.2005
Skills
- Great attention to detail
- In-depth understanding of law enforcement procedures
- Professional in all work and client relationships
- Knowledge of all confidentiality concerns
- Ability to learn quickly
- Strong interpersonal skills
- Ability to work as part of a team or independent
- Reliable and punctual
- Energetic, eager and willing to learn new skills
- Excellent communication skills/ outstanding customer service skills
- Takes pride in completing tasks in a timely manner
- Microsoft office proficiency/Basic clerical knowledge skills
- Bilingual in Spanish
- Marketing tactics
- Labor Relations
- Budget Administration
- Business Management
- Financial Planning
- Business Administration
- Verbal and written communication
- Human Resource Management
- Client Service
- Customer Relations
- Staff hiring
- Product branding
Timeline
Dispatcher/Dispatch Manager
Park Avenue Intermodal
01.2022 - Current
Owner
Tattoo Tavern
10.2020 - 11.2023
Online Fitness Coach
Herbalife Nutrition
09.2019 - Current
Temporary Administrative Assistant
CliftonLarsenAllen
01.2018 - 06.2018
M life Rewards Representative
Monte Carlo Hotel & Casino
11.2017 - 02.2018
Patient diagnostic front desk check-in/registration
Mount Sinai Heart NY Palm Beach
09.2016 - 08.2017
Member Services Specialist/MLS Trainer
Jupiter Tequesta Association of Realtors
09.2015 - 09.2016
Temp New Patient Coordinator
Resolute Pain Solutions
05.2015 - 09.2015
Temporary Bilingual Customer Service Representative
MAXIMUS
01.2015 - 05.2015
Manager NY/Work from home FL
Brooklyn Ink Tattoo Shop
07.2014
CFO
AlFliction's World Famous Tattoo
10.2012 - Current
Teacher's Assistant/Teacher's Aide
Bushwick United Head Start/Daycare
09.2012 - 07.2014
Office Coordinator/Intern Associate
Achievement First Crown Heights Charter School
08.2011 - 09.2012
Research/Proxy Solicitor-Customer Service Call Center
Robert half Legal Temp Agency
05.2010 - 07.2011
P/T Customer Service Representative Call Center
New Jersey Path Smart Link
04.2009 - 05.2010
P/T Temp Legal Administrative Assistant
Louis Grandelli, P.C
03.2009 - 05.2010
Barista
Starbucks Coffee Company
07.2005 - 03.2009
Bachelors of Science - Forensic Psychology
John Jay College of Criminal Justice
Legal Secretary Certification -
The City University of New York Brooklyn college
Associates Degree - Paralegal Studies
LaGuardia Community College
Progress High School Diploma -
Honors Society High School