Marco Hernandez
Alajuela
Summary
- I consider myself as a passionate person in customer service. I used to work for two great airlines in Costa Rica in which I gained a lot of experience in leadership and also built a great career. I took that experience to develop myself in other areas as logistics in Kuehne Nagel, where I began my journey as logistics agent, Team Lead and finally as an Area Business Partner Qualified Specialist, in which I was in charge of the South West area of the United States of America. I used to work directly with every branch and a counterpart in order to improve our process transition and instructions.
- Committed and hardworking with experience processing transactions and assisting customers. Dedicated to resolving issues, answering customer questions and ringing up customers. Creative problem-solver versed in customer service.
Overview
17
17
years of professional experience
Work History
Front Line Customer Service
DHL Express
10.2023 - 12.2023
- Greeted customers and responded to requests for information.
- Helped customers complete requests and locate items.
- Handled customer complaints and concerns and escalated to direct supervisor for quick resolution.
- Approached every question or concern with calm and level-headed approach.
- Organized items on shelves to help customers locate products easily and quickly.
Sales Agent
DHY
06.2023 - 09.2023
- I used to work creating different quotes for customers.
- Analyze the best option for our customer in order to get the approval.
- Managed customer accounts to secure customer satisfaction and repeat business.
Area Business Partner
Kuehne Nagel
05.2017 - 05.2023
- My principal task was to get close with my counterpart in the US by visiting or by calls, to search and analyze different processes to be transitioned to our Service Center. Besides, be in charge of different projects for different teams.
- Also, improve our instructions, adding data, training, data analysis and troubleshooting.
- Collaborated with colleagues and support staff to maximize team efficiency.
- Spoke with peers to verify task completion, meeting tight deadlines, and schedules.
- Evaluated productivity and quality of service and made recommendations for improvement to reach firm's short-term and long-term goals.
- Prepared and presented reports on status of projects and initiatives.
- Liaised between partners and internal stakeholders to resolve conflicts.
- Chaired partner meetings to drive discussion of matters important to firm operations, keeping discourse on-topic and moving at efficient pace.
- Monitored partner performance and provided feedback on areas of improvement.
Team Leader
Kuehne Nagel
05.2016 - 03.2017
- Team leader for the Handover team, creating a document with different information provided from offices for all US.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Logistics Agent
Kuehne Nagel
08.2014 - 05.2016
- I worked as a back office agent, producing documents in the system and completing different tasks assigned.
- Monitored inbound and outbound freight operations to establish timely delivery of packages.
- Prepared and documented shipment activities and cargo movements to enable tracking history and maintain accurate records.
- Generated monthly performance reports to track and analyze shipping trends.
Supervisor
Aeromexico
08.2010 - 12.2013
- In charge of different tasks regarding the team, manage and troubleshooting.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
Customer Service Agent
Mexicana de Aviacion
08.2006 - 07.2010
- Passenger check-in, tickets selling, reservations and clients attention.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
Education
Bachelor Degree pending -
Universidad Americana
12.2017
English -
Universidada Tecnica Nacional
11.2011
Word, Excel and Power Point package -
Instituto Nacional de Aprendizaje
12.2005
Bachelor -
Liceo San Rafael
12.2004
Skills
- Patience and Empathy
- Teamwork and Collaboration
- Effective Communication
- Excellent Customer Service
- Positive Attitude
- Stress Management
- Multitasking Capabilities
- Problem Solving Abilities
- Attention to Detail
- Conflict Resolution
- Customer Service
- Customer Assistance
Languages
English
Hobbies and Interests
Painting, drawing, reading, walking, exercising and gardening.
Timeline
Front Line Customer Service
DHL Express
10.2023 - 12.2023
Sales Agent
DHY
06.2023 - 09.2023
Area Business Partner
Kuehne Nagel
05.2017 - 05.2023
Team Leader
Kuehne Nagel
05.2016 - 03.2017
Logistics Agent
Kuehne Nagel
08.2014 - 05.2016
Supervisor
Aeromexico
08.2010 - 12.2013
Customer Service Agent
Mexicana de Aviacion
08.2006 - 07.2010
Bachelor Degree pending -
Universidad Americana
English -
Universidada Tecnica Nacional
Word, Excel and Power Point package -
Instituto Nacional de Aprendizaje
Bachelor -
Liceo San Rafael
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