Sahian Catalina DuPont
Troy,NY
Summary
Dynamic logistics coordinator with a track record of maintaining 95%+ on-time delivery performance. Expertise in shipment tracking and proactive problem resolution, contributing to streamlined operations and improved customer satisfaction. Logistics and operations professional with 4+ years of experience supporting U.S.-based companies in transportation, customer service, and back-office operations. Skilled in Track & Trace, shipment coordination, CRM/TMS systems, and high-volume case management.
Overview
2
2
years of professional experience
Work History
Customer Service Specialist
Bloom – Pura.com
Bogota, Colombia
08.2023 - 03.2024
- Provided technical and account support for smart home devices, assisting customers with subscriptions, billing, orders, and troubleshooting.
- Resolved order issues including missing items, incorrect deliveries, and damaged products.
- Processed refunds, returns, and replacements while maintaining high customer satisfaction.
- Managed customer data and ticketing systems using Zendesk, and Shopify.
- Handled high-volume support queues while meeting service level agreements (SLAs managed approximately 65+ emails and live in service per day).
- Managed high-volume customer support queues, consistently meeting SLA response time targets
Logistics Coordinator
Lean Solutions Group – Armstrong Transport
Bogota, Colombia
05.2022 - 07.2023
- Coordinated and monitored 40+ weekly shipments across regional and national routes while maintaining 95%+ on-time delivery performance.
- Managed Track & Trace operations, proactively identifying delays and updating shipment status in TMS systems.
- Communicated with drivers, carriers, and brokers to confirm load details and update Estimated Time of Arrival (ETA).
- Verified warehouse delivery appointments and coordinated scheduling with distribution facilities.
- Managed shipping documentation including Bills of Lading (BOL) and Proof of Delivery (POD).
- Resolved transportation issues through coordination with dispatch and operations teams.
Customer Service Representative
Ubiquity - Central Payments
Bogota, Colombia
11.2021 - 06.2022
- Resolved customer inquiries through effective communication and problem-solving techniques. Managed approximately 30 incoming calls per day.
- Provided bilingual customer support (English/Spanish) for U.S. healthcare and financial service accounts, resolving inquiries related to appointments, billing, and account management.
- Utilized CRM software to track interactions and streamline support processes.
- Managed high-volume inbound calls and case requests, ensuring timely resolution while meeting service level agreements (SLAs).
Education
Associate of Applied Science - Banking And Accounting
SENA
Bogota, Colombia01.2020
Skills
Logistics Coordination
Track & Trace Operations
Transportation Management Systems (TMS)
Shipment Tracking & Documentation
CRM Systems (Zendesk, Twilio, Shopify)
Carrier & Driver Communication
Customer Support & Case Management
Data Entry & Documentation
Microsoft Office & Excel, Slack
Bilingual Communication (EN / ES)
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Service Specialist
Bloom – Pura.com
08.2023 - 03.2024
Logistics Coordinator
Lean Solutions Group – Armstrong Transport
05.2022 - 07.2023
Customer Service Representative
Ubiquity - Central Payments
11.2021 - 06.2022
Associate of Applied Science - Banking And Accounting
SENA