Merida Luz Fernandez
MIRAMAR,Florida
Summary
Adept at streamlining operations and enhancing team performance, I significantly reduced operational costs by 30% at Kodak through efficient import processes and robust documentation systems. My leadership at Interglobal Logistics Ve 2509, C.A., fostered interdepartmental collaboration and efficiency, leveraging skills in office management and team motivation to drive organizational success. Focused Administration Manager with experience providing top-notch clerical support and operational assistance to meet staff needs. Capable and highly organized when coordinating documents, supplies and project resources. Clear communicator and self-motivated worker with decisive nature necessary to manage independent work.
Overview
28
28
years of professional experience
Work History
Administration Manager
Interglobal Logistics Ve 2509, C.a.
08.2013 - 08.2023
- Collaborated with leaders from other departments to achieve consistent processes and maximize efficiency of resources.
- Negotiated favorable contracts with vendors for office supplies and services, reducing overall operational expenses while maintaining quality standards.
- Developed and implemented improved filing systems for enhanced order and accuracy.
- Coordinated office events, seminars and meetings for staff and clients.
- Learned and applied preferred systems for scheduling, purchasing, and problem-solving.
- Managed budgets and financial reporting, enabling effective allocation of resources and timely identification of potential cost savings.
- Coordinated complex schedules for senior management, optimizing time usage for maximum efficiency and productivity.
- Developed effective filing systems that streamlined document retrieval, increasing efficiency within the workplace.
- Oversaw corporate events designed to connect and support employees at work and outside of work.
- Prepared comprehensive reports on departmental performance for senior management, enabling informed decision-making and strategic planning efforts.
- Facilitated interdepartmental communication by organizing regular meetings, fostering collaboration and cohesive decision-making across the organization.
- Streamlined office processes by implementing efficient administrative systems, resulting in increased productivity and reduced operational costs.
- Enhanced staff performance through comprehensive training programs and regular performance evaluations, leading to a more skilled and motivated team.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Customer Services Manager
CPL AIR & SEA, C.A.
10.2008 - 07.2013
- Established new call center protocols, leading to reduced wait times and improved overall experience for customers.
- Enhanced customer satisfaction by implementing streamlined processes and timely issue resolution.
- Mentored junior staff members on best practices in customer service management, fostering professional development within the team.
- Increased team efficiency through effective staff training and performance monitoring.
- Reduced customer complaints by developing and enforcing service standards and protocols.
- Coordinated regular team meetings to discuss performance metrics, share insights, and provide ongoing support for success in their roles as Customer Services Managers.
- Developed key performance indicators for the customer service department, driving continuous improvement initiatives.
- Analyzed customer feedback data, identifying areas for improvement in policies or procedures.
- Balanced competing priorities effectively, ensuring all tasks were completed efficiently while maintaining a keen focus on quality control.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Researched and corrected customer concerns to promote company loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Took ownership of customer issues and followed problems through to resolution.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Customer Service Representative
DHL Global Forwarding
09.2006 - 09.2008
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Quality Control
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Sought ways to improve processes and services provided.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Administrative Assistant
Kintetsu Worldwide
12.1998 - 08.2006
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Support clerical requirement to HHRR
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
Import Coordinator
Kodak
01.1996 - 12.1998
- Oversaw timely and accurate VE Customs filings and related documents to facilitate communications flow.
- Resolved invoice discrepancies efficiently, ensuring accurate financial records and prompt payment to suppliers.
- Coordinated with shipping and transport companies on behalf of clients.
- Maintained open communication with customers and overseas partners to update all parties on order and shipping changes.
- Conducted regular audits of import documentation to ensure accuracy and adherence to regulatory requirements.
- Coordinated shipments of product from country of origin to final destination by both air and land transport.
- Developed tracking reports, which alleviated customer calls and boosted time savings.
- Confirmed accurate freight duties and bills of lading for shipments by collaborating with customs brokers.
- Accurately input shipment details into company's system using [Software].
- Prepared and processed import and export documentation according to customs regulations, laws or procedures.
- Insured cargo against loss, damage or pilferage.
- Developed and maintained relationships with customs brokers, freight forwarders and customers.
- Maintained up-to-date knowledge of VE customs regulations and international trade laws.
- Obtained necessary import and export licenses and permits for shipments.
- Tracked shipments processing through customs and other agencies and obtained clearances.
- Followed SOPs with all customer account actions and data management to keep consistent service levels.
- Advised customers on transportation options, types of carriers or shipping routes.
- Managed relationships with international suppliers, fostering strong communication channels for smooth operations.
- Obtained quotes from several shipping companies and selected new organization, resulting in cost savings of 30 %.
- Evaluated supplier performance regularly, providing feedback to drive improvements in quality and service levels.
- Prepared and submitted Harmonized Tariff Schedules (HTS) codes to VE Customs.
- Responded to customs, customer and internal requests and notices about classification, duty rates and documentation requirements to support import regulations.
- Created and wrote up new process instructions, resulting in increased efficiency.
- Streamlined import processes by implementing efficient tracking and documentation systems.
Education
Bachelor in International Trade - International Business
Universidad Simon Bolivar
Canuri Chico-Estado Vargas-Venezuela06-2005
Skills
- Documentation And Reporting
- Staff Training and Development
- Office Management
- Filing systems
- Document Management
- Report Preparation
- Employee Management
- Team Building and Motivation
- Meeting Coordination
- Organizational Leadership
- Travel Arrangements
- Process Improvement
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
Administration Manager
Interglobal Logistics Ve 2509, C.a.
08.2013 - 08.2023
Customer Services Manager
CPL AIR & SEA, C.A.
10.2008 - 07.2013
Customer Service Representative
DHL Global Forwarding
09.2006 - 09.2008
Administrative Assistant
Kintetsu Worldwide
12.1998 - 08.2006
Import Coordinator
Kodak
01.1996 - 12.1998
Bachelor in International Trade - International Business
Universidad Simon Bolivar
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