Ivan Enoch Gaxiola Burrola

• Resolve daily technical inquiries for Insulet’s OmniPod® System, ensuring seamless support for patients, providers, and business partners across the US and Canada.
• Maintain 100% compliance with FDA, HIPAA, and global privacy regulations while documenting all customer interactions in CRM system (SalesForce).
• Improve issue resolution speed by troubleshooting pump models, mobile apps, handheld controllers, CGM systems, and web/cloud applications such as Podder Central, Glooko, and Discovery.
• Achieved 90%+ quality assurance scores by defusing stressful situations with empathy and active listening.
• Exceeded KPIs including 90%+ schedule adherence,
• Advocated for customers internally, representing client needs to drive product satisfaction and service improvements.
• Enhanced team expertise by completing product certifications and ongoing training, staying current with evolving features and support processes.

• Generated 400+ outbound calls and messages daily, driving significant lead generation growth and expanding the customer base.
• Increased appointment conversions by applying persuasive techniques to overcome objections and secure follow-up discussions.
• Strengthened prospect relationships through courteous communication and targeted questioning, uncovering interests, needs, and budgets to tailor solutions.
• Maintained 100% accuracy in CRM records, tracking interactions and updating customer information to support sales activities.
• Improved call success rates by delivering scripted sales pitches while adapting to diverse scenarios, fostering trust and credibility.
• Enhanced sales team performance by ensuring smooth lead handoffs and sharing customer insights, contributing to more productive meetings and follow-ups.

• Managed 45+ live calls daily for Southern California Edison, delivering professional customer experiences and strengthening company reputation.
• Achieved 95% quality assurance scores and 100% customer satisfaction ratings by consistently exceeding performance goals.
• Improved issue resolution efficiency by applying active listening and problem-solving skills, even without standard operating procedures.
• Resolved customer complaints with empathy, leveraging multiple information systems to provide accurate energy solutions.
• Increased customer trust and retention by tailoring advice on electric utility services and educating customers on products and programs.
• Protected company revenue by negotiating with customers in arrears, resulting in improved financial outcomes.
• Handled diverse inquiries (billing, payments, collections, disconnections/reconnections, outages, troubleshooting, enrollments, and maintenance), demonstrating versatility and expertise.
• Ensured compliance by documenting all customer interactions accurately while empowering informed customer decisions.

• Increased new client contracts by 35% through in-depth industry research and competitive trend analysis.
• Influenced executive decision-making by presenting actionable insights and strategic recommendations.
• Improved customer satisfaction by 20% via proactive communication and effective problem-solving.
• Enhanced team performance by collaborating cross-functionally and mentoring junior consultants, accelerating skill development.
• Reduced operating costs by 15% by preparing budgets and implementing cost-effective solutions, boosting overall efficiency.

• Directed end-to-end operations across Customs Brokerage, Bonded Warehouse, 3PL, Freight Forwarding, Distribution, and Order Fulfillment, enhancing supply chain efficiency and streamlining performance.
• Sustained a 24% average profit margin by reducing expenses 35% and vendor costs 20%, strengthening financial health.
• Implemented and maintained the C-TPAT program, exceeding security standards and passing all validations/revalidations.
• Led and mentored 40+ employees, achieving 97% retention, boosting productivity 35%, and reducing lead times 20%.
• Strengthened client relationships with innovative service strategies, driving 95% customer satisfaction and 25% retention growth.
• Developed annual business plans and sales strategies, consistently meeting revenue growth targets and fueling expansion.
• Ensured 100% compliance with U.S. Customs, FDA, FCC, DOT, EPA, and ISO 9001:2008 standards; automated clearance processes to cut processing times.
• Maintained 99% accuracy in product classification (HTS, ECCN, Schedule B), minimizing compliance risks.
• Established KPIs and continuous improvement initiatives, achieving 95% compliance in internal audits.
• Negotiated supplier contracts, optimized cost structures, and kept receivables under 10% beyond 45 days, improving cash flow.
• Represented the company in CBP/PGA rulings, audits, and penalty mitigation, safeguarding operations.
• Invested in professional development through trade compliance seminars and courses, ensuring team expertise remained current.

• Directed import operations across Customs Brokerage, Warehousing, 3PL, Freight Forwarding, and Distribution, driving seamless supply chain performance.
• Achieved a 24% profit margin by reducing expenses 35% and vendor costs 20%, strengthening financial health.
• Implemented C-TPAT and ISO 9001:2008 programs, ensuring 100% compliance and passing all audits/validations.
• Led and mentored 40+ employees, delivering 97% retention, 35% productivity gains, and 20% faster lead times.
• Boosted customer satisfaction to 95% and retention by 25% through innovative service strategies and employee development.
• Streamlined clearance processes via automation, cutting processing times while maintaining 99% accuracy in product classification and documentation.
• Negotiated supplier contracts and optimized receivables, keeping overdue accounts under 10% beyond 45 days to improve cash flow.

• Delivered exceptional customer service, strengthening client relationships and driving high satisfaction and retention.
• Resolved concerns proactively through professional communication, enhancing overall customer experience.
• Reviewed import documentation with precision, preventing clearance delays and improving operational efficiency.
• Filed high volumes of import entries accurately and on time across diverse commodities, ensuring compliance.
• Streamlined processes by preparing Bills of Lading, arrival notices, and work orders, reducing turnaround times.
• Generated reports and monitored communications to keep stakeholders informed, supporting timely decision-making.
• Managed billing, filing, and account tasks efficiently, contributing to organized operations and improved workflow.

• Provided exceptional customer service by expeditiously answering inquiries, professionally addressing concerns, and shrewdly anticipating business needs.
• Meticulously reviewed all import documents and promptly reported discrepancies to prevent clearance delays.
• Timely and accurately filed large volume of import entries for a wide variety of customers and a diverse range of commodities.
• Others duties included reports generating, email monitoring, letter drafting, additional documents preparation (BOLs, arrival notices, work orders), billing, sorting and filing.

• Timely and accurately processed high volume of import entries for intermodal (truck and rail) shipments under a fast-paced environment.
• Thoroughly reviewed commercial documents (Invoice, Packing list, Certificate of analysis, Certificate of origin, etc.) and promptly reported discrepancies to prevent clearance delays.
• Generated daily reports detailing shipments' status providing customers enhanced visibility and traceability.
• Managed client relationship and provided excellent customer service to achieve highest level of satisfaction.

• Promptly sorted and organized high volume of shipping documents (bills of lading, packing lists, dock receipts, certificates of origin, certificates of analysis, cargo manifests) and timely generated arrival notices.
• Maintained log reports of equipment (containers and chassis) in order to accurately track all inbound and outbound moves for inventory visibility and demurrage billing purposes.
• Arranged delivery or storage of in-bond shipments at port of export keeping track of due dates to avoid penalties.
• Provided outstanding customer service keeping clients up to date at all times.

• Prioritized data entry tasks effectively following established procedures and ensure timely completion of all assignments without sacrificing attention to detail.
• Entered numerical data with speed and accuracy using 10-key pad for vast range of clients.
• Organized, sorted, and checked input data against original documents to preserve data integrity and produce error-free reports.