Ernesto Guzman
Mexico City
Summary
Dynamic and results-driven Manager with over five years of experience in the trucking and transportation industry. Specialized in routing and dispatching software, Hours of Service (HOS) compliance, and Department of Transportation (DOT) regulations for the U.S. and Canada. Proven ability to lead teams, provide training, and optimize operational processes to improve efficiency and compliance. Extensive experience supporting high-profile clients, including JD Irving, Coca-Cola, Pepsi, UPS, and FedEx. Adept at leveraging technology and data-driven strategies to enhance performance and customer service in fleet management operations.
Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.
Overview
8
8
years of professional experience
Work History
Manager - Call Center & Technical Support
Solera Holdings - Omnitracs
04.2020 - Current
- Managed operations for a 24/7 call center supporting North American trucking companies, ensuring regulatory compliance and seamless service
- Conducted training sessions on HOS regulations, DOT compliance, and log corrections for drivers and dispatchers in the U.S
- And Canada
- Provided operational support and compliance guidance to key clients, including JD Irving, Coca-Cola, Pepsi, UPS, and FedEx
- Assisted trucking companies in optimizing routing and dispatching processes using advanced fleet management software
- Collaborated with fleets such as Landstar and Swift Transportation to ensure compliance with HOS and safety regulations
- Led the migration to Genesys communication systems, improving efficiency and call resolution rates
- Supervised payroll, scheduling, and incident management for a large technical support team
- Managed the LoJack Stolen Vehicle Recovery (SVR) process, coordinating with law enforcement for asset recovery
Team Lead - Technical Support
Tech Mahindra
01.2017 - 03.2020
- Supervised a technical support team assisting trucking companies with fleet management software and regulatory compliance
- Delivered technical training and compliance workshops for dispatchers and fleet managers, including clients such as UPS and FedEx
- Provided troubleshooting and support for routing and dispatching software, improving workflow efficiency
- Conducted quality assurance reviews to maintain high service standards and ensure customer satisfaction
- Monitored performance metrics, identifying opportunities to enhance service delivery and operational processes
Education
High School Diploma -
Centro Universitario Patria
08.2003
Skills
- Regulatory Compliance
- Routing & Dispatching Software
- Training & Development
- Operational Leadership
- Technology Expertise
- Bilingual Communication
- Customer service
- Customer focus
- Team leadership
- Performance monitoring
Open To Relocation
Canada
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Manager - Call Center & Technical Support
Solera Holdings - Omnitracs
04.2020 - Current
Team Lead - Technical Support
Tech Mahindra
01.2017 - 03.2020
High School Diploma -
Centro Universitario Patria
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