Sarita Laluz
Orlando,FL
Summary
Seeking a position with a company that has room for advancement, where I can grow within, while learning new trades necessary to meet my employer's goals and visions.
Overview
11
11
years of professional experience
Work History
Delivery Support Specialist
OneRail
08.2024 - 08.2025
- Attend to high volume of inbound and outbound calls, emails, and chats.
- Provide exceptional customer service to customers, couriers, and drivers.
- Monitor the delivery lifecycle from courier acceptance to proof of delivery, including but not limited to - track and trace, problem resolution, customer communication.
- Coordinate with our delivery partners according to availability and requirements to ensure delivery is executed in the most cost-effective way while meeting customer SLA.
- Communicate with internal and external groups, especially on high priority loads and customers.
- Solve customer and carrier problems and help resolve issues.
- Communicate escalations on time in order for the issue to be resolved with the least amount of customer impact.
- Demonstrate passion for excellence with respect to treating and caring for customers.
- Assist with procedure optimization of scheduling deliveries from our clients.
- Identify and communicate ways OneRail can continuously improve in its operations.
- Complete order data entry and dispatch if needed.
- Coordinate with couriers to track movements of deliveries.
- Tracking drivers and fixing shipping errors.
Customer Service Representative
Quality Craftmen
07.2023 - 08.2024
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Performed data entry tasks accurately and in a timely manner.
- Assisted customers with product selection by providing detailed information about available products and services.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
- Logged details of customer service calls in computer system following correct protocols.
- Tracked all incoming and outgoing calls and from customers using appropriate software applications.
Customer Service Representative
The Sunshine Flyer
05.2022 - 07.2023
- Respond to questions regarding bus location, missed bus, lost items, and delayed flights coming into the Sunshine Flyer contact center.
- Give detailed, personalized, friendly, and polite service to ensure customer satisfaction and retention.
- Listen to customer needs or issues and provide helpful, timely solutions.
- Identifies and escalates priority issues to management.
- Handle inbound and outbound calls to and from customers.
- Work with other team members stationed throughout the customer's journey.
- Assist managers, supervisors, and team members in any reasonable capacity that may not be listed above.
Vacation Specialist
NDM Hospitality
08.2021 - 05.2022
- Create, modify and cancel reservations as requested by client and internal team members.
- Receive calls and initiate chats with potential guest over the phone and through the company website.
- Provide complete and accurate information to guests on every telephone call and in every chat.
- Identifying opportunities to upsell different Encore Resort rental homes and services.
- Provide internal department support for new bookings and attending to more specific request.
- Produce reports for both internal department and management teams.
- Use the internal ticketing system to log calls and follow up on reservation lead.
Service Express Agent
NDM Hospitality
- Answer inbound phone calls from Guests and Owners during their stay while meeting all key performance metric.
- Create work requests in Knowcross and dispatch for multiple departments across multiple brands.
- Assist Guests with processing additional service requests and sundry items.
- Update Reservation/PMS systems with detailed notes for all calls from Guests and Owners.
- Send email communication to vendors for pool cleaning and pest control.
- Coordinate with appropriate departments for all Last-Minute Arrivals, Requests for Late Check-Out, and Requests to Extend Stay.
- Record and return Lost and Found Items on behalf of Guests and Owners.
- Dispatch and communicate via radio, email, and phone with multiple departments within the company and affiliates.
Customer Advocate
Logisticare
11.2017 - 12.2019
- Schedule route and dispatch trips to all manner of providers.
- Assist in coordination of mass transportation when needed.
- Administer trips for volunteer/ independent drivers and mileage reimbursement program.
- Completes all documentation and process task associated to mileage mapping and application procedures if responsible for volunteer/ independent drivers and mileage reimbursement programs.
- Works closely with transportation providers and health care facilities to resolve problems.
- Assigns reservations to network providers to ensure that vehicle resources are used most efficiently and effectively to meet client demand.
- Responsible for daily communication with transportation providers.
- Ensures accurate trip data input.
- Other duties as assigned.
Customer Service Representative
Logisticare
11.2017 - 12.2019
- Assist members with transportation questions and concerns.
- Schedule, modify and cancel reservation as requested.
- Obtain and document details of any complaints being filed.
- Receive and document members concerns and ensure all relevant information is annotated on file.
- Ensure accurate information is put into the system correctly for member's trip.
- Attend all required meetings.
- Manage high call volume.
Customer Service Representative
Miraflex
08.2014 - 10.2017
- Manage large amounts of incoming calls.
- Maintained up to date knowledge of company policies regarding all incoming and outgoing payments.
- Update accounts receivable database with new account information.
- Researched and gathered necessary information for completion of invoices.
- Reconcile credit card receipts and statements monthly.
- Responsible for processing all incoming emails and process purchase orders.
- Follow established company and department guidelines for the set-up, managing, and purchasing of drop ship items.
- Process payments over the phone and take accurate account information to set up for automatic bill pay.
Education
High School Diploma - undefined
Florida International Christian Academy
01.2010
Skills
- English
- Spanish
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Data Entry
- Customer Service
- Self-motivated
- Assertive
- Time Management
- Problem Solving
- Independent Work
- Teamwork
Languages
Spanish
Timeline
Delivery Support Specialist
OneRail
08.2024 - 08.2025
Customer Service Representative
Quality Craftmen
07.2023 - 08.2024
Customer Service Representative
The Sunshine Flyer
05.2022 - 07.2023
Vacation Specialist
NDM Hospitality
08.2021 - 05.2022
Customer Advocate
Logisticare
11.2017 - 12.2019
Customer Service Representative
Logisticare
11.2017 - 12.2019
Customer Service Representative
Miraflex
08.2014 - 10.2017
Service Express Agent
NDM Hospitality
High School Diploma - undefined
Florida International Christian Academy
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