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.
