Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Sandra Nunez Espinoza

Lawndale,CA

Summary

Encouraging and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Dedicated freight forwarder professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

11
11
years of professional experience

Work History

Export Operation

ABLE Freight Services
03.2018 - Current
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Onboarding and training of new hires to fulfill business requirements.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Developed and maintained relationships with external vendors and suppliers.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Negotiated contracts with customers to obtain best pricing and terms.
  • Trained new employees on proper protocols and customer service standards.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Interacted well with customers to build connections and nurture relationships.
  • Reported issues to higher management with great detail.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.

Import / Export Lead Agent

Mercury Air Cargo
12.2013 - 04.2018
  • Handled and promptly resolved customer complaints to maintain professional relationships.
  • Followed up on customers' inquiries to assess satisfaction with provided solutions.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Established strong customer relationships, building recommendations and loyalty.
  • Maintained comprehensive product and service knowledge for accurate, informative customer advice.
  • Prepared and presented proper documentation and other legal documents to clients, CBP, USDA,TSA officers.
  • Coordinated appointments for special cargo request.
  • Worked closely with all warehouse & office personal to ensure a steady work flow.
  • Handled day-to-day customer contact via phones, faxes, and emails.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Led customer service projects to address and achieve key business objectives.

Customer Service Representative

Dynamic Logistics
03.2012 - 09.2013
  • Via email, phone and faxes - Prepare documentation for distribution
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Expedite and process all special request Communicate with colleagues to maintain a steady and organizes work flow
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.

Education

High School Diploma - Dynamic Worldwide Logistics

Morningside High School
Inglewood, CA
06.2011

Skills

  • Microsoft Outlook
  • Microsoft Office
  • Microsoft Excel
  • Google Docs
  • Staff Training
  • Data Archiving
  • Customer Service
  • Staff Management
  • Workflow Planning
  • 10-Key
  • Document Control
  • Customer Relations
  • Understanding Customer Needs

Accomplishments

  • Promoted to Account Holder after 8 months with the company.
  • Promoted to Customer Service Operation's after 2 months with the company.

Languages

English
Spanish

Timeline

Export Operation

ABLE Freight Services
03.2018 - Current

Import / Export Lead Agent

Mercury Air Cargo
12.2013 - 04.2018

Customer Service Representative

Dynamic Logistics
03.2012 - 09.2013

High School Diploma - Dynamic Worldwide Logistics

Morningside High School
Sandra Nunez Espinoza