● Performed as the Business Project Manager for a proprietary ERP from inception to go-live to post implementation support● Gathered business requirements, conducted Steering Committee meetings, oversaw and trained teams of Super Users, constructed and administered test scripts for UAT● Acquired and negotiated rates for a digital adoption tool used to virtually train employees and provide constant access to self-help and shared documents● Acquired and negotiated rates for program software licenses to be used as the new NORTAM phone solution as well as performed all duties consistent with Project & Implementation Manager● Configured UCC/call center settings, call routing, and IVR via Sharepoint● Assisted in the implementation and development of the company’s first online self-booking service and customer portal● Salesforce: Onboarded and trained multiple support teams to use Salesforce, managed user profiles and record/object level security settings, performed QA testing, helped customer support teams drive user adoption of Service Cloud, assisted with support tickets and user requests, integrated WebAgent voice services, consulted on Service Cloud UI improvements through Lightning Experience Customizations, integrated digital adoption tools to automate processes, created custom financial reports for key stakeholders, integrated Outlook shared mailboxes to Service Cloud queues, maintained the customer portal chat and Omnisupervisor features, created custom objects and fields, created team-specific apps and pages; Salesforce Administrator Certification in progress● Liaised between local/global IT and key business stakeholders including but not limited to the NORTAM President and CIO

● Received and completed customer pricing for RFQ’s and bid requests for new and existing business● Completed a company-wide GRI Project resulting in $12M annualized revenue● Created customer specific LTL tariffs● Provided FTL & lane specific tariffs● Reported fuel surcharge changes, customer financials (Margin, Net Rev, Profit per Shipment, etc.), and other financial reports as requested● Provided peak season projections to help ensure operational excellence and consistent station performance

● Coordinated with stations across the US to oversee creation of Movement Orders to dispatch drivers● Managed the pickup and delivery process for accounts such as Skechers, Under Armour, Dell, HP, TMobile, and more from EDI creation to delivery to consignee● Worked directly with drivers and stations on tasks such as driver routes, truck sizes and requirements (i.e. lift gate, load bars, pallet jacks, etc), EOI requirements, creating Bills of Lading and RMA’s (return authorizations)● Tracked shipments daily with parameters set up to identify discrepancies that could lead to missed freight such as shipments not showing on hand at Origin or Destination or shipments not scanning as they move through the HUB● Provided cost-effective solutions such as running shipments DTC (direct to consignee) on a FTL vs LTL through the HUB, and when to drop trailers or tail-load shipments that need to move quickly without using a 3rd party expedite service● Reported and improved KPI’s through new process implementation● Supervised a team of 6-8 people in a fast-paced environment for Dell Asset Recovery Services● Provided daily quotes and metric reports to internal and external clients● Created an airfreight routing tool and tracking report to advise the most cost-effective routing options● Coordinated with IT to provide several solutions to improve end-user experience and increase efficiency● Created process flows mapping out old and new procedures and presented them to various management

• Developed reports to measure company compliance• Analyzed data to advise on productivity, profitability, performance and other KPI’s• Provided reports to management for Quality Business Reviews with external clients• Assisted stations across the country with exceeding customer and company standards and miscellaneous tasks to help meet customer SLA's and adhere to SOP's• troubleshot technical in-office issues including but not limited to Microsoft Office Programs, Fortigo Mobile, Windows OS, and AS400

• Completed all tasks consistent with the Customer Service role below as well as reported directly to the manager for small projects or escalations • Acted as the point of contact for the Dell Asset Recovery client and CEVA• Implemented a new process to manage the daily call list to improve efficiency and increase productivity with 0 cost to the company• Worked closely with the CEVA Ground/Brokerage team to book 3rd party trucks and negotiate quotes• Confirmed shipment inventory for every Dell Asset Recovery shipment by performing virtual audits to avoid discrepancies

• Assisted customers with scheduling pickups via email, phone, and EDI• Produced metric reports for On Time Delivery, Compliance, and a client-specific daily Stat Report • Handled high priority accounts including being the sole representative for the HP account managed in Mexico• Created and provided BoLs to stations across the country for scheduled pickups

• Started a small artist management company focused on live performances in Miami and Houston• Involved fellow colleagues to broadcast an online livestream series• Created and managed company website• Managed several music artists’ image, marketing, finances, and creative works

• Updated client information such as shows and tours for Pitt Bull and Juanes• Corresponded with industry professionals on behalf of Michel Vega• Edited client contract information

secretarial duties, filing, Microsoft programs, reception, operating multi-line phones, administrative assistance, research

secretarial duties, filing, Microsoft programs, reception, operating multi-line phones, administrative assistance