Sylvia Montes Email and Phone Number

Experienced Bilingual Distributor Coordinator / Account Manager, working in the manufacturing industrial engineering sector.• Main company contact for an assigned group of accounts to receive and processes orders. Proactively monitors customer shipments and works with all company resources to make sure commitments are kept. • Routinely makes product suggestions or up sells to increase the size or dollar value of orders. • Maintains all account information in the order management system and provides information and reports to distributors about their activity. • Handles customer issues by engaging required internal resources and follows through to resolution. • Solicits sales of new, additional, or upgraded products by following up with distributors when orders are received.• Run Invoices, making sure they are consistent with Purchase orders.

• Responsible for supporting consumers by answering any questions regarding products. • Partnering with clients to resolve consumer concerns and issues. • Lead the Amazon Customer Complaint Response Team in the Consumer department dedicated to the improvement of the customer service experience of internet based customers.• Coordinate and direct special projects as assigned.• Export/Import Logistics Analyst • Prepared international shipping documents in accordance with foreign country’s import / export laws, packing lists and shipping invoices. Tracked and traced shipments to end customer.• Worked with freight forwarders and transportation carriers, ensuring shipments had proper customs paperwork and customs delays would not impact delivery to customer.• Worked with shipping department and customer advocates, guaranteeing customer orders shipped out on time with the correct shipping method per customers routing requirements.• Answer emails that originate from our website.• Established customer relationships and managed disputes in the event of delivery problems.• Provided warehouse inventory distribution in accordance to standardized process.

• Participated and directed general organization activities in currently assigned area of responsibility.• Mentored and trained new affiliates as part of the onboarding process.• Collaborated with other partner organizations to raise awareness in communities.• Coordinated and as a liaison for partnership with Angel Tree for Prisoner’s Children Ministry.

• Handled inbound phone and email questions with a great attitude, attention to detail and follow up• Maintained a strong working knowledge of company products in order to answer questions, provide guidance and demonstrate the system. • Worked with the team leader and other members of the staff to upgrade courses as needed. • Assisted all departments in preparing direct mail or email campaigns. • Input, maintained, and updated information in the SalesForce Customer Relationship Management (CRM) software.• Compiled raw data received from sales team members or executives to upload into the database.• Called clients on a regular proactive basis to encourage course usage, notify of new products or systems, and assist with any business needs.• Provided additional sales opportunities with current clients, and assist with client renewals.

• Provided accurate, timely, and professional feedback as well as proactive communications to assigned client base. • Played an integral part during the implementation process for several software programs to assigned client base; “Train the Trainer” or a group of managers that would be using the system. Systems were Pangea and eQuest which are complete solution for corporate recruiting, screening, hiring and onboarding. Provided additional software support, trouble shoot issues with the software.• Resolved problems and completed assignments for GiS clients whose service requirements and/or criteria may be have been straightforward as well as complex. • Handled all escalations from assigned client accounts.• Conveyed status information clearly and concisely to the client using appropriate and consistent grammar, spelling, and punctuation in GiS internal computer systems and in written and verbal correspondence.• Proactively initiate calls on a periodic basis to assigned clients to ensure service level is satisfactory. • Monitored assigned client activity on a regular basis. Identify irregularities such as decline in volume, delayed time service, etc. Contact client to discuss and inform sales and/or management as appropriate. • Provided consultative selling of additional GiS products/services as an opportunity to enhance/increase products and/or services utilized, when appropriate. Involve Sales when needed.• Acted as the primary point person in Client Services for the implementation of new clients to coordinate set up and process flow.• Trained new associates as needed or required.