Melissa Gonzalez
Los Angeles,CA
Summary
Goal-oriented with more than 10 years of experience in leadership roles. Experienced customer service professional with years of coordinating shipments, collaborating with freight carriers and managing customer needs. Detail-focused and driven to help. Processed-oriented mindset with excellent analytical skills and problem-solving capabilities. Proficient in SAP ERP and Microsoft Dynamics NAV. Knowledgeable about International Trade regulations and standards.
Seeking dynamic, challenging role with room for advancement.
Overview
9
9
years of professional experience
Work History
Assistant Manager
Earl Schieb Of West LA, Auto, Paint & Body Shop
West Los Angeles
06.2019 - 04.2022
- Supervised day-to-day operations to meet performance, quality, and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies. In charge of doing payroll.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Worked side by side with the owner, taking charge of the shop and stepping up to fulfill the role when needed.
- Negotiated purchase orders with vendors and subcontractors. Received goods and parts and addressed discrepancies.
- Followed up with potential customers by phone and informed them about any seasonal specials and other tasks related to the role (phone sales)
Logistics Customer Service Manager
Grupo Elias
Sto. Dgo. Dominican Republic
03.2018 - 05.2019
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Collaborated with the Sales department to improve customer service processes and support structures company-wide.
- Collected customer feedback and made process changes to exceed customer satisfaction goals 75%.
- Coordinated resolutions for more than 10 daily customer inquiries while consistently achieving performance targets.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Consistently managed 6 person staff, effectively resolving issues, which resulted in lower number of unforeseen events and better results
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, and social media.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed department call volume of 30-40 calls per day.
- Directed logistics operations, including shipping and receiving of wide range of products daily.
- Developed warehouse system that provided best cost with appropriate service levels to achieve organizational goals.
- Implemented strategies to improve processes, systems and behavior.
- Managed importation process of Electric Transformers, Generators, Electrical cables, and all types of electrical equipment via air and ocean.
- Provided updates on critical shipments to corporate departments and customers.
- Monitored and complied with strict budgets by negotiating freight in alignment with needs and specifications.
- Managed monthly freight cost reporting processes.
- Planned and supervised shipments from Industry (abroad) to end-user customers, planning daily and weekly routes of delivery from warehouse to designated location.
- Administered sales orders, as well as processed and documented transactions.
- Prepared updated shipment reports for executives and clients.
- Managed over $5 million of merchandise inventory and 5 employees in 4 warehouses at different locations for the company.
- Negotiated with couple of different freight companies and received annual contracts resulting in cost savings of 15%.
Customs Coordinator
Maritima Dominicana
Sto. Dgo. Dominican Republic
10.2017 - 03.2018
- Reviewed international and domestic invoices for all types of cargo shipments.
- Provided expert advice on Dominican fair trade laws, describing government requirements for transporting imported goods.
- Maintained open communication with suppliers and overseas partners to update all parties on order and shipping changes.
- Lawfully cleared merchandise through customs per client and government requirements.
- Reviewed international and domestic invoices for all cargo shipments.
- Maintained customer bond and power of attorney records in case of emergencies.
- Lead facilitator for customer issue resolution related to service performance and cargo issues.
- Determined harmonized tariff classifications by referencing tariff schedules outlined by national and international government officials.
- Stayed abreast of regulatory changes impacting customs enforcement and other import-impacted agencies.
- Identified and gathered commercial and international data, documents and rulings upon clients' requests.
- Tracked and monitored incoming transportation weight and volume forecast data for accuracy.
- Reviewed and signed documents on behalf of clients in line with power of attorney limitations.
- Prepared and processed import and export documentation according to customs regulations, laws or procedures.
- Produced, reviewed and submitted documentation to Transportation department to facilitate smooth cargo movements.
- Tracked shipments processing through customs and other agencies and obtained clearances.
- Coordinated scheduling and booking of 50 weekly transportations.
- Advised customers on transportation options, types of carriers or shipping routes.
- Insured cargo against loss, damage or pilferage.
Import Coordinator
MercaSID
09.2013 - 09.2017
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints concerning work orders, invoices and shipments.
- Coordinated shipping requests for expedited delivery and documented accurately to achieve correct billing.
- Handled high-volume paperwork and collaborated with Purchasing department to resolve invoicing and shipping problems.
- Coordinated dispatching of port agents and truck drivers to accomplish daily delivery requirements.
- Tracked shipments and notified customers of status or potential delays.
- Verified accurate account invoicing through collaboration with accounting department.
- Organized import process of raw materials, finished products, machinery parts, industrial machines and supply items via air and ocean.
- Completed timely data entry of new orders, labeled containers and placed in accurate storage locations.
- Developed and implemented technical project management tools such as plans, schedules and responsibility and compliance matrices.
- Handled day-to-day shipping and receiving overseeing more than 35 containers per day.
- Negotiated with several different freight companies and received annual contracts resulting in cost savings of 15%.
- Implemented different strategies to improve processes, systems, and behavior.
- Oversaw timely and accurate filing of governmental agencies related documents to facilitate communications flow.
- Coordinated company product shipments and international transactions to eliminate freight delays.
- Responded to customs, customer, and internal requests and notices about classification, duty rates, and documentation requirements to support import regulations.
- Tracked shipments processing through customs and other agencies and obtained clearances.
- Reviewed and signed documents on behalf of clients in line with power of attorney limitations.
- Maintained open communication with customers and overseas partners to update all parties on order and shipping changes.
- Insured cargo against loss, damage, or pilferage.
- Prepared and processed import and export documentation according to customs regulations, laws, or procedures.
- Oversaw timely and accurate US and Dominican Customs filings and related documents to facilitate communications flow.
- Accurately fed and maintained shipment data into SAP ERP & Windip software.
Education
Medical Office Administration - Medical Assisting
Evans Community Adult School
Los Angeles, CA2024
Master Control in Supply Chain Management And Logi - Logistics Management
Chalmers University of Technology
EDX 08.2021
Logistics And International Commerce Specialist - Logistics Management
INSTITUTO DOMINICO AMERICANO
SANTO DOMINGO08-2017
Professional Copywriting -
Pontificia Universidad Catolica Madre Y Maestra
Santo Domingo, Dominican Republic08-2021
No Degree - Mass Communications
UNIVERSIDAD AUTONOMA DE SANTO DOMINGO
SANTO DOMINGO, Dominican Republic Current
No Degree - Law (Pre-Law)
UNIVERSIDAD AUTONOMA DE SANTO DOMINGO
Santo Domingo, Dominican Republic01-2000
High School Diploma -
Nuestra Señora De Fatima (Catholic School)
Bani, D.R06-1998
Skills
- SAP and ERP system knowledge (Microsoft Dynamics Naviance)
- Customer Relationship Management Software (Crm)
- Microsoft Office Expertise
- Administrative support
- Exceptional interpersonal communication
- Schedule Coordination
- Team Leadership
- Customer Needs Anticipation And Conflict Mitigation
- Social Media
- Sales
- Logistics policies and procedures
- Inter-department collaboration
- Effective problem solver
Accomplishments
- Within the framework of the Employee Culturization project :.
-Creativity Recognition Dec 2016.
-Recognition of Differentiation Mar 2016.
-Recognition of Excellence Nov 2015. - Successfully trained 5 new import associates.
Affiliations
- LACOE & Office of Head Start CA
Delegate to the Policy Council 2021-2023
- Hollywood Senior High
Council Member & Chairman of the ELPAC Committee
2019-2022
Timeline
Assistant Manager
Earl Schieb Of West LA, Auto, Paint & Body Shop
06.2019 - 04.2022
Logistics Customer Service Manager
Grupo Elias
03.2018 - 05.2019
Customs Coordinator
Maritima Dominicana
10.2017 - 03.2018
Import Coordinator
MercaSID
09.2013 - 09.2017
Medical Office Administration - Medical Assisting
Evans Community Adult School
Master Control in Supply Chain Management And Logi - Logistics Management
Chalmers University of Technology
Logistics And International Commerce Specialist - Logistics Management
INSTITUTO DOMINICO AMERICANO
Professional Copywriting -
Pontificia Universidad Catolica Madre Y Maestra
No Degree - Mass Communications
UNIVERSIDAD AUTONOMA DE SANTO DOMINGO
No Degree - Law (Pre-Law)
UNIVERSIDAD AUTONOMA DE SANTO DOMINGO
High School Diploma -
Nuestra Señora De Fatima (Catholic School)