Guillermo Melgoza

Operations and team leadership professional with nearly three years of Canadian work experience, including two years supervising operations in a highly automated distribution centre. Experienced in leading teams of up to 21 employees, monitoring operational KPIs, resolving critical production issues, coordinating priorities across operations and technical teams, and maintaining safe and efficient shift performance. Canadian-educated in Project Management with extensive previous supervisory experience across logistics, automotive and insurance operations.

Strong background in performance management, continuous improvement, problem-solving, employee development and customer service.

Road Service Agent at C.R. England (2025-05 – 2025-11)

• Managed 100+ monthly mechanical breakdown cases in a time-sensitive trucking operation, rapidly assessing each situation and coordinating drivers, repair facilities and roadside service providers to restore vehicles to operation and minimize downtime.
• Responded to breakdowns requiring immediate assistance by identifying appropriate service solutions and maintaining active follow-up, consistently supporting an average response time of under 30 minutes.
• Addressed extended vehicle downtime through proactive case monitoring and service-provider coordination, contributing to a 20% reduction in downtime and helping maintain fleet availability.
• Reviewed repair requirements and coordinated service options with external providers to control unnecessary expenses, contributing to an approximately 15% reduction in repair costs.
• Maintained accurate case documentation, billing information and service records throughout the breakdown process, achieving approximately 98% compliance with audit and billing requirements.

Shift Supervisor at WITRON (2022-05 – 2024-05)

• Led 21 operators and electromechanical personnel during night-shift operations in a highly automated distribution centre, assigning work, monitoring performance and responding to operational issues to maintain safe and efficient production.
• Monitored fault duration and cases processed per hour throughout each shift, prioritizing operational issues and coordinating corrective actions with technical personnel, ultimately achieving the lowest fault-duration performance among shift supervisors.
• Responded to equipment and production disruptions by assessing their operational impact, reallocating priorities and working directly with electromechanical personnel to restore workflow while minimizing interruptions to production.
• Balanced production requirements with maintenance needs by coordinating equipment availability during appropriate production windows, allowing technical personnel to perform required work while protecting operational continuity.
• Used daily production and KPI information to identify performance issues, communicate priorities and support shift-level decisions aimed at maintaining productivity and operational targets.
• Coached operators and monitored individual performance during demanding shift operations, reinforcing safe work practices, established procedures and productivity expectations.
• Identified opportunities to improve operational performance and implemented practical shift-level adjustments, becoming the first supervisor to achieve a specific production performance target within the operation.

Equipment Operator at WITRON (2021-10 – 2022-05)

• Operated and monitored automated material-handling systems in a high-volume distribution environment, identifying faults and taking appropriate initial action to help maintain continuous product flow.
• Responded to equipment abnormalities by performing initial troubleshooting and communicating technical issues to maintenance personnel, helping reduce unnecessary production interruptions.
• Developed strong hands-on knowledge of automated warehouse processes, system performance and operational problem-solving, leading to promotion to Shift Supervisor after approximately seven months.

Owner at La Cocina de Isa (2020-01 – 2021-02)

• Managed day-to-day business operations and led a team of 10 employees.
• Controlled revenues, expenses and operational requirements while maintaining customer-service standards.
• Developed social-media promotions and sales initiatives to attract customers and increase revenue.
• Managed staffing, purchasing and daily operational priorities in a changing business environment.

Body Shop Supervisor at IBC Autospa (2018-09 – 2019-02)

• Supervised a team of 11 employees and coordinated daily body-shop operations.
• Scheduled repair work and monitored vehicle progress to meet customer and operational commitments.
• Coordinated with insurance companies and suppliers regarding repairs, parts, costs and service requirements.
• Trained employees and monitored work performance and customer-service standards.
• Supported sales and customer relations while resolving operational and service issues.

Body Shop Manager at VIMZA Colisiones (2016-12 – 2018-01)

• Led a team of 10 employees and managed daily collision-repair operations.
• Coordinated approximately 20 completed vehicle repairs per week while overseeing a workflow of approximately 90 vehicles in process.
• Managed production priorities, repair progress, workload distribution and customer commitments.
• Negotiated costs, repair requirements and timelines with insurance companies and suppliers.
• Trained employees and monitored service quality, productivity and operational performance.

Claim Supervisor at AXA Insurance (2008-06 – 2015-10)

• Led a team of 11 claims specialists, overseeing workload distribution, performance, service quality and operational compliance.
• Maintained average claim costs at or below 95% of established benchmarks while supporting appropriate claim resolution.
• Improved operational processes that contributed to a 25% reduction in adjuster response times and approximately 40% fewer customer complaints.
• Supported initiatives associated with approximately 20% higher customer satisfaction and 15% increased customer retention.
• Improved service controls, contributing to approximately 30% fewer service-related complaints.
• Strengthened claim-review processes, contributing to approximately 10% improvement in suspicious-claim identification.
• Resolved escalated cases, coached employees and coordinated with internal and external stakeholders.

Diploma in Project Management – St. Lawrence College (2021-08 – 2021-08)

Bachelor's Degree in Marketing – Universidad del Valle de México, Campus Querétaro (2011 – 2011)