Nathalie Serrano
Summary
Dynamic professional with experience, excelling in operations coordination and customer service. Proven ability to enhance delivery efficiency and resolve conflicts through effective communication and critical thinking. Adept at maintaining accurate records and fostering strong relationships, ensuring smooth operations and high client satisfaction.
Overview
11
11
years of professional experience
Work History
Senior Clerk OPS
Florida Department of Transportation
06.2025 - Current
- Resolved customer complaints or escalated issues when appropriate to ensure customer satisfaction was met.
- Managed daily operations of the office, including filing and organizing documents, answering phones, and responding to customer inquiries.
- Maintained inventory records and tracked shipments for all incoming materials and supplies.
- Performed data entry into internal database systems ensuring accuracy of information entered.
- Responded promptly to emails from both internal staff members and external customers seeking assistance.
- Analyzed financial statements on a regular basis to identify potential areas of improvement.
- Assisted with budget preparation, forecasting, and tracking expenses for all departments within the organization.
- Restocked office supplies and placed orders for new items.
- Completed daily clerical tasks to support smooth operations.
- Received and distributed incoming mail, messages and packages to appropriate individuals.
- Provided administrative support to senior staff members by completing assigned tasks in a timely manner.
Instructional Aide
Charter School's U.S.A.
Fort Myers
07.2023 - 05.2025
- Facilitated individual and group activities to reinforce student learning outcomes.
- Monitored student behavior to maintain a positive, inclusive classroom environment.
- Collaborated with teachers on lesson plans to improve instructional effectiveness.
- Created an engaging, student-centered classroom that encouraged active participation.
- Established strong relationships with students, parents, and stakeholders for enhanced support.
- Implemented classroom rules promoting respect and safety among all students.
- Utilized technology to increase student engagement and enhance learning outcomes.
- Maintained accurate records of attendance, grades, and progress reports for each student.
- Enforced school rules and regulations in order to maintain an appropriate learning environment for all students.
- Organized parent conferences throughout the year to discuss student progress.
- Planned field trips to enrich students' educational experiences outside of the traditional classroom setting.
Operations Coordinator
C.H. Robinson
Miami
04.2014 - 06.2023
- Managed and coordinated transportation logistics to enhance delivery efficiency for clients.
- Collaborated with carriers to ensure timely and effective goods delivery.
- Handled customer inquiries while providing exceptional service to resolve issues.
- Monitored service metrics, identified improvement areas, and implemented corrective actions.
- Prepared and reviewed insurance-claim forms for accuracy and completeness.
- Addressed customer inquiries regarding coverage and terms to expedite claims processing.
- Communicated effectively across teams to resolve customer issues and improve satisfaction.
- Ensured smooth operations through strong organizational skills and effective communication.
- Reconciled vendor statements, investigated and resolved discrepancies.
- Processed invoices and payments in accordance with company policies and procedures.
- Monitored accounts receivable aging reports to ensure timely payments.
- Increased on-time transport arrivals by managing logistics, travel route planning, arrival date confirmation and cargo verification.
- Oversaw, assessed and responded to shortage processes.
- Enhanced supply chain processes, strengthening planning procedures, organizing schedules and maintaining records.
- Conducted and documented comprehensive investigations to negotiate settlements or deny claims.
- Entered claim information accurately into database systems.
- Negotiated settlements with claimants or their representatives when necessary.
- Determined coverage by examining claim forms and supporting documents.
- Managed the flow of products through the supply chain network including sourcing, procurement, production planning, warehousing, distribution, customer service, returns management and disposal, recycling.
- Forecasted future demand based on historical sales data while also taking into account seasonal fluctuations.
- Automated office operations, and managed client correspondence, stock record tracking, scheduling and data communications.
- Enhanced supply chain customer satisfaction ratings by resolving issues efficiently.
- Managed cross-border logistics, including customs compliance and international shipping regulations.
- Investigated any discrepancies between invoices and purchase orders prior to processing payments.
- Generated weekly aging reports to track overdue payments from clients and followed up accordingly.
- Communicated regularly with vendors regarding invoice processing status updates.
- Researched customer billing issues and resolved problems to facilitate receipt of overdue monies and promote good customer relationships.
Education
High School Diploma -
Hialeah Miami-Lakes Senior High
Skills
- Operations coordination
- Record keeping
- Conflict resolution
- Customer service and support
- Critical thinking
- Adaptability and problem solving
- Organizational skills
- Transportation logistics
- Effective communication
- Time management
- Invoice processing
- Accounts payable
- Attention to detail
- Process improvement
References
Can be provided upon request
Timeline
Senior Clerk OPS
Florida Department of Transportation
06.2025 - Current
Instructional Aide
Charter School's U.S.A.
07.2023 - 05.2025
Operations Coordinator
C.H. Robinson
04.2014 - 06.2023
High School Diploma -
Hialeah Miami-Lakes Senior High