Rafael Estarellas

• Process DOT and FMCSA compliance filings with strong attention to regulatory accuracy.
• Handle 50+ customer contacts daily, with peak volume exceeding 100 calls and 200 emails.
• Resolve difficult customer situations through professional de-escalation and solution-focused communication.
• Serve as the primary trainer for new employees, providing onboarding, coaching, and support.
• Help improve internal workflows and customer service processes.
• Verify customer documentation and provide bilingual support in English and Spanish.

•Advanced into a Quality Analyst role based on performance and participation.
•Maintained quality and customer service standards while resolving complex inquiries.
•Supported Medicare, Medicaid, and Marketplace members and providers in a high-volume customer service environment.
•Assisted with hiring, onboarding, employee training, and event planning.

• Became the company's first Warehouse Liaison and improved communication between warehouse and office teams.

• Supervised warehouse staff in Pacific Wine Distributors shipping and receiving operations
•Coordinated wine order picking, packing, and loading for delivery trucks
•Monitored inventory counts using warehouse management systems and stock records