Mary Soliz

Overseeing the work of all office employees to ensure they work productively and meet deadlines and company standards

• Coach and train all employees in their roles as well as new processes, equipment, and software.
• Answering escalation telephone calls and emails from customers and clients and solving concerns.
• Managed and maintained KPI's and service levels, and ensuring all employees follow all safety procedures
• Process Payroll, mange teams schedules, maintain vacation calender
• Interviewing and training new office employees and organizing their employment paperwork.
• Bookkeeping budgeting and reconcile and process accounts payable and receivable, request PO's all within SAP and Concur Software
• Reporting office progress to senior management and working with them to improve office operations and procedures
• Receive, inspect, inventory, document and store shipments, Oversee data system for storage and tracking of goods and shipments.
• Communicate with suppliers, receivers, drivers and staff for smooth deliveries and pickup of shipments.
• Prepare, package, document and deliver outgoing materials
• Plan/Schedule all daily city deliveries for residential customers email distribution Facilities to request delivery appointments and use web portal to schedule major customer.
• OSD- locate overages, shortages and damaged freight.
• Handle all types of freight, including Hazmat Materials.
• Responsible for preparing all paperwork.
• Research and Resolve OS&D freight issues.
• Submit BOL's for billing and request corrections when needed as well as cross boarder shipments to Canada and Mexico.
• Maintain accurate records for reporting all OS&D Freight on a Daily/Weekly basis.
• Billing- Bill 3rd Parties and Freight Brokers weekly.
• Process all Invoice and Billing for all venders.
• Assist with owner operators and city driver's settlements and payroll.
• Bill customers for all accessorial (liftgate, Inside, Limited Access)
• Research all billing disputes and escalations and discrepancies.
• Assist with answering telephones, provide quality customer service and assist with resolving customer concerns efficiently.
• Provide exceptional customer service to all customers, suppliers.
• Constantly representing the company in a positive and professional manner.

• Supervise team of 13-17 associates in wire line consumer support call center
• Monitor associates, develop employee growth, provide weekly coaching sessions, and analyze
• Interacts with customers to handle variety of functions to include troubleshooting, and escalated issues with invoices and services
• Analyzes both routine and non-routine problems with wire line equipment, software applications, and network performance to identify problem root cause and recommend corrective action
• Associates provide basic customer service for inbound telephone calls for wire line product types specializing in malfunctioning end-user equipment

• Responsible for day-to-day supervision team of 12-15 Customer Service Associates in wire line inbound call center.
• Implement process improvements, maintain and monitor employee's compliance of all departmental policies and interactions with customer.

• Mange 10 to 12 associates processing data order entry as well as other wire line services for wholesale and government customers
• Process all billing transactions
• Issue billing adjustments validate and approve customer refunds process past due invoices and failed billing reports.
• Provide basic customer service/billing for inbound calls.
• Initiate and track orders received from internal account teams by distributing and maintaining associates daily workload.