MARIO A. PALMER
Sachse,USA
Summary
Accomplished customer experience leader with extensive experience in team management, process optimization, and delivering exceptional service in fast-paced, regulated environments. Proven ability to coach and empower teams to achieve high standards of quality and performance, leveraging data-driven insights to drive continuous improvement. Adept at navigating complex product and process issues, fostering inclusive and growth-oriented cultures, and collaborating across departments to enhance customer and provider experiences. Committed to operational excellence and supporting both internal teams and external clients to ensure premium, equitable service delivery.
Overview
22
22
years of professional experience
Work History
Customs Brokerage
Kuehne + Nagel
Flower Mound, Texas
08.2024 - Current
- Manage client experience and expectations related to shipments, including timeliness, entry, export, and customs documentation. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
CUSTOMER BROKERAGE LEAD REPRESENTATIVE
UPS Supply Chain Solutions
Coppell, TX
07.2019 - 08.2025
- Working with FTZ transition group to consolidate operations in DFW.
- Multitasking and working effectively in a new work group to ensure that the customer is not adversely impacted.
- Reporting, billing, monitoring inventory, reconciling statements, while supporting the FTZ team and management team.
- Recognized by management for providing exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
CUSTOMER BROKERAGE REPRESENTATIVE II
UPS Supply Chain Solutions
Coppell, TX
07.2014 - 04.2018
- Point of contact for business partners and freight forwarders for FTZ initiative.
- Daily reporting to ensure timeliness and accuracy.
- Preparation of weekly billing and reconciliation statements.
- Daily follow up with vendor to address discrepancies and errors driven by either UPS or Alliance.
- FTZ Project
- Preparation of customs entries and forwarding freight to designated locations.
- Resolves finance and accounting reconciliation exchange issues.
- Document review and assessment of accuracy, verifying country of origin/export, IOR, terms of sale and value to ensure compliance and federal regulation requirements are met.
- Daily follow up on documentation discrepancy issues which requires the ability to troubleshoot and communicate effectively, both verbally and in writing, with customers and foreign origins.
- Advises customers on import and export restrictions, tariff systems, insurance requirements, quotas, or other customs-related matters.
- Project lead for FTZ initiative.
CUSTOMS BROKERAGE REPRESENTATIVE II
UPS Supply Chain Solutions
Coppell, TX
04.2013 - 07.2014
ENTRY WRITER
UPS Supply Chain Solutions
Coppell, TX
03.2013 - 04.2013
CUSTOMER SERVICE SUPERVISOR
Verizon Wireless
Longview, TX
06.2009 - 01.2012
- Effectively supervise and train up to 16 representatives at a time.
- Oversee team performance while providing and ensuring impeccable customer service.
- Identify, train, and develop team during weekly meeting interactions.
- Review, process, and audit weekly payroll; monitor and adjust leave records.
- Coach to performance based upon observed behaviors identifying barriers to success, planning a path to overcome barriers, and gaining commitment from representative for agreed upon action plan.
- Follow up as needed to ensure that expectations are being met and that action plan is being implemented as discussed.
CUSTOMER SERVICE SUPERVISOR/CSR LEAD
Alltel Wireless
Longview, TX
06.2003 - 05.2009
Education
Bachelor of Arts - Business Management/Mathematics
Lamar University
Beaumont, TXAssociate of Arts - Business Management/Economics
Kilgore College
Kilgore, TXSkills
- Excellent communication skills, both oral and written
- Exceptional team-building and coaching abilities
- Proficient in Microsoft Word, Outlook, Excel, and PowerPoint
- Strong analytical skills in generating and interpreting performance reports
- Experience in process improvement and operational optimization
- Knowledge of customer service principles and administrative procedures
- Ability to audit work quality, set goals, and prioritize tasks
- Skilled in fostering inclusive, growth-oriented team environments
- Adept at identifying and addressing operational bottlenecks
References
References available upon request.
Timeline
Customs Brokerage
Kuehne + Nagel
08.2024 - Current
CUSTOMER BROKERAGE LEAD REPRESENTATIVE
UPS Supply Chain Solutions
07.2019 - 08.2025
CUSTOMER BROKERAGE REPRESENTATIVE II
UPS Supply Chain Solutions
07.2014 - 04.2018
CUSTOMS BROKERAGE REPRESENTATIVE II
UPS Supply Chain Solutions
04.2013 - 07.2014
ENTRY WRITER
UPS Supply Chain Solutions
03.2013 - 04.2013
CUSTOMER SERVICE SUPERVISOR
Verizon Wireless
06.2009 - 01.2012
CUSTOMER SERVICE SUPERVISOR/CSR LEAD
Alltel Wireless
06.2003 - 05.2009
Bachelor of Arts - Business Management/Mathematics
Lamar University
Associate of Arts - Business Management/Economics
Kilgore College