Manuel Customer Service Representative

DRIVER/CUSTOMER SUPPORT AGENT - SPARK BY WALMART

IntouchCX

Oct 2023 - Current (2 years 7 months)

Handled an average of 50 calls daily, achieved 98% customer satifaction ratings out of 18% customer response rate. Proved ability to troubleshoot quickly and managed difficult situations with deliveries and app glitches. Always being compliant wit QA and customer expectations. Achieved productivity targets monthly. Documented each interaction with consice and clear grammar, following the company aligments in order to have a better history and make more efficient the flow of work for escalations, assigned-task tickets and future interactions. Complied with escalation guidelines to assure proper handling of client-sensitive situations.

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LEADS INTAKER

Alonso & Alonso Attorneys at Law, PLLC

Aug 2023 - Sep 2023 (2 months)

Introduced potential leads into the program to make them prequalify for immigration remedy. Booked appointments for legal advisory with available attorneys. Handled sensitive information such as credit and debit cards info Used legal knowledge to convince the leads to sign up for our services. Complied with all QA requirements, achieved 100% rate in all my interactions.

FREIGH SALES AGENT - ADMINISTRATIVE ASSISTANT - CARRIER CARE AGENT - SUNTERRA LOGISTICS

Lean Solutions Group

Dec 2022 - Mar 2023 (4 months)

Contacted shippers/receivers via email and phone to confirm freigh details, pick-up time, delivery time, trailer equipment, type of product, weight, documentation, lumper fees. Created loads within TMS. Analyzed truck availability in the area. Used Greenscreens.ai platform to predict market rates. Confirmed freight loads with broker in the head of the dept. Posted loads on DAT to have more carrier offers. Added new companies in the data base, new 115 companies were added. Handled over 100 calls and emails daily. Tracked over 25 loads. Sold all available in loads in the dasboard. Reached a profit of $54000 out of 220 loads. Proved ability to resolve logistic issues quickly in order to make more efficient the work flow and save money.

FREIGHT SALES AGENT - TRIBE TRANSPORTATION

Lean Solutions Group

Mar 2022 - Oct 2022 (8 months)

Generated carrier list based on insurance, licenses, certfications, fraud claims, reviews and background, contacted dispatchers in order to know them better, added carriers into the TMS, 23 new carrier companies were added. Handled an average of 50 phone calls daily, over 30 emails daily. Tracked freight using GPS, phone, text and emails. Collected pictures, POD, BOL, lumper fees. Verified the payment breakdown before being submitted to Accounting. Contacted shippers/receivers via email and phone to confirm freigh details, pick-up time, delivery time, trailer equipment, type of product, weight, documentation, lumper fees. Proved ability to resolve logistic issues quickly in order to make more efficient the work flow and save money.

Credit Advisor

The Credit Pros

Jun 2020 - Feb 2022 (1 year 9 months)

CUSTOMER SERVICE AGENT - KOHLS STORE

Accedo Technologies

Dec 2018 - Apr 2020 (1 year 5 months)

Handled over 70 phone interactions daily, achieved 98% customer satifaction ratings out of 35% customer response rate. Proved ability to troubleshoot quickly and managed difficult situations with online orders, deliveries and credit card issues. with excellent time management always being compliant wit QA and customer expectations. Achieved productivity targets monthly. Documented each interaction with consice and clear grammar, following the company aligments in order to have a better history and make more efficient the flow of work for escalations, assigned-task tickets and future interactions. Complied with escalation guidelines to assure proper handling of client-sensitive situations.

Manuel

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