Archivo Adjunto 1715613515179

Vianka A Gomez
Panama City, Panama

64360495
viankaagomez@gmail.com
A result driven manager with over 20 years of managing functions including Operations, Sales,
Marketing, Account Management, Administration, Office Management, Public Relations, and
Quality Assurance Management. Seeking an opportunity with a company that will allow me to
implement innovative and creative ideas, that will allow self-growth and corporate profit.
SKILLS
Calabrio Inventory Time Keeping
Business Process Customer Service Floor Planning
Improvement Management Zendesk
Succession Planning Interaction Centers Salesforce
Leadership Development Workforce Planning Webex
and coaching VoIP and ROIP Solutions Liveagent
Performance Management Sales Goals Netsuite
Project Management Training and Development KPI's
Multi-channel ultipro Languages: English,
POS ADP Spanish, Italian
System Payroll
Call Center Quality Assurance Manager Ismael Rivera Transport Pacora, Panamá
07/2020-10/2023
Essential Functions:
● Responsible for the efficient and safe scheduling/execution for the company’s logistics
and dispatch.
● General management of all Alameda based truck drivers.
● Logging and tracking required documentation in relation to all applicable deliveries.
● Informing the truck mechanic of necessary truck maintenance.
● Responsible for all order fulfillment paperwork for invoice processing.
● The safe loading/placement of material on trucks.
● Working with branch managers to provide needed material on transfer trucks.
● Economical and timely scheduling/ordering of common carriers for nationwide
shipments.
● Efficiently scheduling drivers/routes for economical deliveries.
● Ensure customer satisfaction through professional and on time deliveries.
● Schedule/order common carriers for timely and economical nationwide shipping.
● Communicate with customers & sales representatives about freight details, delivery
times, and special handling requests.
● Handle all paperwork related to delivery/fulfilled orders and turning into credit for
invoice processing.
● Maintain records of dispatched calls, driver routes, route changes, as well as delivery
and pickup times.
● Keeping track of transportation regulations and laws to ensure truck drivers comply.
● Communicate with Truck Mechanic regarding needed maintenance issues.
● Logging customer complaints to continuously find ways to improve customer service.
● Daily truck driver inspection reports.
● File freight claims as needed.
Daymar Excursions Panama 6/2017-10/2020

Call Center Sales and Operations Manager Juan Diaz, Panama
Manager of Customer Experience directed corporate quality programs that monitored and
reported on all customer touch points. This position helped provide better insight into the
opportunities that impact the company’s ability to deliver the highest level of service to
the customer
• Managed the departmental budget (control payroll, overtime, outside labor, etc.)
• Managed the Cost Per Order to ensure profitability throughout the process.
• Met or exceeded Customer Service operational goals and statistics.
• Ensure that account and customer information/updates on orders are communicated to
the other Operation Departments for timely filling/shipping.
• Facilitated communication for problem resolution and changes occurring in the
organization that may impact the workflow of the Pharmacy.
• Oversaw compliance with State and Federal regulations for department.
• Utilized knowledge of industry technology solutions to recommend products to increase
efficiency, improve customer service, improve quality, and/or decrease costs.
• Met with managers and directors of across other departments to discuss
cross-departmental issues and find solutions.
• Monitored projects and work with staff to find opportunities to participate in or take
leadership roles in a special project.
• Communicated changes within department to all other areas of business. Attention to
customer focus to ensure patients are responded to with accurate and timely
information. Ability to work in teams and oversee work efforts.
• Provided team motivation and management direction to staff to promote teamwork and
customer service.
• Worked with the Training and Quality department for methods to increase associate
satisfaction and retention through feedback and ongoing training.
• Utilized the work management and audit capabilities of the system to evaluate
performance. Generate appropriate reports to support departmental goals and activities.
Checo Transportation and Logistics Services SA 02/2014-6/2017 Call Center Supervisor

● Ensure proper staffing by hiring and training call center employees.
● Make sure employees comply with all call center policies.
● Prepare call and answer scripts for employees.
● Perform employee assessment and performance evaluations on a regular basis.
● Organize seminars and workshops for employees to attend.
● Report to senior management on a weekly basis.
● Study data on main customer issues and to draw up plans to solve such issues.
● Continually improve current processes to increase productivity and customer
satisfaction.
● Oversee the correct filing and documentation procedures of employees.
● Develop a strong understanding of the companies’ products.
● Partnered and worked very closely with partners in sales to define and achieve
customers' success criteria, demonstrate ROI, and ensure customer renewal with the
product.
● Acted as a liaison between internal teams to ensure customer needs are being met,
coordinating amongst implementation, sales, marketing, finance, and product teams
● Developed and maintained a deep understanding of customers' business drivers and
recruiting goals, and steer program activities to align with those initiatives.
Education: Interamerican University of Puerto Rico Bachelor’s in Human Resource

Management Graduated in 2005
Interamerican University of Puerto Rico Master in Clinical Psychology In Progress
References Available Upon Request

Archivo Adjunto 1715613515179

Uploaded by

Copyright:

Available Formats

Archivo Adjunto 1715613515179

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Archivo Adjunto 1715613515179

Uploaded by

Copyright:

Available Formats

Vianka A Gomez

Panama City, Panama

Daymar Excursions Panama 6/2017-10/2020

Checo Transportation and Logistics Services SA 02/2014-6/2017 Call Center Supervisor

Education: Interamerican University of Puerto Rico Bachelor’s in Human Resource

References Available Upon Request

You might also like

Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.