Mariana J. Ortega
Carson,CA
Summary
Seeking to obtain a challenging position in which my experience and skills can be effectively utilized for mutual benefit. Dedicated, professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
NFI Industries / California Cartage Company LLC
03.2013 - 09.2022
- Responsible in handling six accounts and 15 different warehouses
- Receiving and processing delivering orders
- Creating and updating daily excel reports
- Following up and checking delivering orders with customers
- Communicating with customers, brokers and marine terminals in Los Angeles and Long Beach
- Ordering supplies, answering phone calls, assisting associates if they needed help
- Prepare work orders for special projects
- Checking availability and make appointments to pick up containers are the ports
- Keep track of our empty equipment and making sure containers are return to terminal before perdiem chargers begin
- Help customers to have containers on time to the warehouses so they can distribute the goods to their customers
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Communicated with management when customer issues escalated and worked to find resolutions.
Senior Customer Technical Assistant Center Associa
TriCor / Ports America
07.2006 - 05.2012
- Supported and promoted Voyager Track and Web TAMS websites
- Supported electronic data information (EDI) between terminal and customers
- Maintained and supported terminal operating software
- Provide complete customer service and technical support to Northern California and Pacific Northwest terminals as well as technical support to Southern
- California Terminals
- Corresponded via e-mail and telephone with various operational departments and customers to address questions and provide resolutions to various issues
- Knowledgeable in Customs, USDA, & FDA disposition codes
- Knowledgeable in terminal operations including vessel and gate operations
- Attend and represent CTAC in customer service reviews in various cities
- Performed reconciliation of storage, or demurrage, charges for various terminals
- Completed numerous other tasks as assigned
- Completed a manual training for new employees
- Trained new customers on Voyager Track, Web tams and Business Objects websites
- Scheduled long term vessel schedule in the Berth Planning System
- Knowledgeable on adding new train hubs in the Rail Planning System
- Supervise the Phone system to make sure all agents were logged in and taking phone calls
- Covered the third shift and weekends if necessary
- Trained new employees in nine terminals
- Assisted to Customer Service Meeting with the terminal and steam ship lines
- Operations / Customer Service
- Provided technical guidance and support to team members.
- Gathered, organized and distributed technical documentation.
- Updated supervisor on status of projects.
Customer Service Representative
Cal Cartage Company / K & R Transportation
04.1999 - 05.2002
- Responsible in handling five accounts
- Receiving and processing orders
- Creating daily excel reports
- Following up and checking orders with customers
- Communicating with customers and marine terminals
- Create shipping orders, labels and perform data entry of product for orders
- Microfilming documents, ordering supplies, answering phones, assisting associates, processing Overnight packages
- Schedule pick up cargo with carriers
- Create daily excel reports and weekly inventory
- Prepare work orders for special projects.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided language translation services for customer service inquiries.
- Communicated with management when customer issues escalated and worked to find resolutions.
Education
High School Diploma - Graduated
John C. Fremont High School
Los Angeles, CA2000
High School Diploma -
University of Phoenix
Gardena, CASkills
- Personal Skills Computer Software & Operating Systems:
- MS Word, Excel, Access, Power Point, Word Perfect, Visio Windows, Text Compare – Ultra compare and XP
- Strong attention to detail with emphasis on accuracy I'm very courteous and professional on the phone, I'm also capable of typing 50-60 words per minute, I'm a fast learner, and work well with others and know how to manage myself in large groups
- Complaint Resolution
- Appointment Scheduling
- Product Knowledge
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
NFI Industries / California Cartage Company LLC
03.2013 - 09.2022
Senior Customer Technical Assistant Center Associa
TriCor / Ports America
07.2006 - 05.2012
Customer Service Representative
Cal Cartage Company / K & R Transportation
04.1999 - 05.2002
High School Diploma - Graduated
John C. Fremont High School
High School Diploma -
University of Phoenix
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