Mishell Espinoza

• Facilitated training sessions for new associates, enhancing overall team performance.
• Handle shipments of dangerous goods safely and effectively.
• Managed approximately 30 incoming calls a day and 60 emails
• Lead the morning team in coordinating various report, pickup, tender, recovery and delivery of time-sensitive and temperature-controlled shipments daily.
• Trained our teams in Lithuania and service recovery on processes, proper issue handling with airlines, and updates in the Transportation Management System (TMS).
• Identified shipments at risk of expiration and coordinated with cross-functional teams to maintain content integrity
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Strategic leadership: Actively organized and optimized agent dispatch operations performance through workload coordination and schedule planning
• Report creation: created a report using Excel pivot tables to reformat CSV data from the TMS system to provide clear status oversight and prioritization of shipment follow up

Assigned by agent dispatch manager to learn the new TMS system, create SOPs and user guides and provide training to team members. Provided feedback to the software development team on any adjustments needed to support the agent dispatch processes.

● Training and coaching: Developed TMS SOP documentation to onboard the agent dispatch team members onto the new system

● Project leadership: Evaluated training progress and provided feedback to agent dispatch manager and IT team for software modification or adjustment where necessary.

• Initially hired as an agent dispatch specialist responsible for coordinating all pick up and delivery activities with domestic agents
• Monitor domestic shipment progress by running various reports in World Star and TMS
• Provide clear and precise instructions to the agents to ensure that shipments are handled, picked up or tendered accordingly
• Verified and coordinate the maintenance of cold chain shipments and addressing cold chain concerns when interruptions have occurred
• Contact the airlines for track and trace of shipments moving within the U.S
• Review and follow Client SOP’s for specific handling procedures
• Route shipments on the next available or direct flights out (NFO service)
• Communicate shipment status updates to customers
• Update the system with agent fees and extra charges where applicable
• Post-flight shipments after scheduled departure
• Coordinate delivery of inbound shipments from international origins
• Created and updated Excel file of agent assignments to facilitate dispatch activities

• Company Overview: Ruby Has Fulfillment is a third-party logistics provider (3PL) specializing in DTC, B2B and retail fulfillment.
• Participated in regular cycle counts to confirm accuracy of inventory records.
• Managed multiple kits projects, inventory activities, daily and yearly counts then created different processes, replenishment, optimization, SOPs
• In charge of training and KPIs reports
• Maintained sufficient inventory levels to meet customer demands at all times.
• Trained the senior operations leads on audits and reports (inventory, cycle counts, and replenishment) to ensure this process are completed daily to improve receiving, inventory, picking efficency
• Lead fulfillment optimization process to help the picking activities and improve KPIs
• Provided a daily KPI report to our main three facilities manager with a summary on their staff performance to evaluate and provide where it needs to be improve
• Coordinated with suppliers to guarantee timely delivery of inventory and materials.
• Improved order fulfillment rates by closely monitoring stock availability and promptly addressing shortages.
• Developed accurate forecasting models to predict future inventory needs and inform purchasing decisions.