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
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
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
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)
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