Maria Perez
Houston,TX
Summary
Proven leader with a track record of enhancing customer satisfaction and streamlining operations at Access World USA (LLC). Skilled in Customer Relationship Management and adept at staff supervision, demonstrating significant improvements in team productivity and customer loyalty. Fluent in bilingual communication, excelling in problem resolution and operational efficiency.
Overview
15
15
years of professional experience
Work History
General Manager
Access World USA (LLC)
07.2014 - 07.2024
- Developed and implemented customer service policies and procedures.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Created, prepared, and delivered reports to various departments.
- Built motivated warehouse team to consistently accomplish operations goals and exceed performance targets.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Oversaw warehouse staff and maintained efficiency in fast-paced environment.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Directed dispatching, routing, and tracking of 7 fleet vehicles.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Generated reports to track deliveries and maintain proper records and documentation.
- Received new orders, prepared documentation, and assigned personnel.
- Answered phone calls and responded to customer emails.
Account Manager
James Gilbert Trucking LLC
04.2009 - 02.2014
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Reviewed paperwork and contracts prior to dispatching crew members to support accuracy and clarify understanding of details.
- Handled incoming calls and emails from customers regarding issues with deliveries.
- Delivered exceptional customer service to individuals contacting company's call center for support and assistance.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Scheduled and organized delivery routes.
- Utilized customer feedback to improve customer service.
- Answered phone calls and responded to customer emails.
- Communicated with customers to provide delivery updates and resolution.
- Assisted in resolving customer complaints and grievances.
Education
No Degree - Logistics Management
Houston Community College
Houston, TXHigh School Diploma -
Houston Baptist
Houston, TX08.2008
Skills
- Customer Relationship Management
- Schedule Management
- Staff Supervision
- Operations Management
- Leadership and team building
- Motivation
- Customer Relations
- Problem Resolution
- Team Leadership
- Bilingual
- Administrative Skills
Languages
English
Spanish
Timeline
General Manager
Access World USA (LLC)
07.2014 - 07.2024
Account Manager
James Gilbert Trucking LLC
04.2009 - 02.2014
No Degree - Logistics Management
Houston Community College
High School Diploma -
Houston Baptist
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