Ivan Enoch Gaxiola Burrola

• Initiate outbound calls and messages to set up appointments for prospective customers and
identify potential sales leads for targeted follow up. Average 400+ daily calls.
• Engage with customers in a courteous and professional manner to understand their interests, needs, and budget by asking relevant questions and utilize persuasion skills to overcome customers' hesitancy and common objections for setting up an appointment.
• Use customer relationship management (CRM) software to properly disposition call activities, track interactions, and update customer information while ensuring all prospect information and sales interactions are documented accurately.
• Follow company's sales pitch scripts and correctly apply them to different calls scenarios to create trust and credibility in order to successfully close out calls.
• Collaborate with sales team to ensure a smooth handoff of qualified leads while providing them with key customer insights and preferences to ensure successful meetings and follow-ups.

• Worked in the Southern California Edison project.

• Handled an average of 45 live calls per day delivering high quality, courteous, and professional customer experiences while representing the company in a positive and professional manner.

• Genuinely and authentically engaged with residential customers and provided them expertise, solutions, and advice on their electric utility services.

• Actively listened to customers' needs in order to fully understand the underlying root issues prompting their calls and determined the best course of action for an effective resolution without having a standard operating procedure for every issue.

• Managed and resolved customer complaints with empathy using multiple customer information systems to provide accurate and appropriate energy solutions.
• Educated customers on products and services relevant to their needs and fully documented every call to ensure compliance.

• Successfully met or exceeded performance-based goals. Maintained a 95% average on QA reviews and a 100% rating on customer satisfaction surveys.

• Effectively negotiated with customers in arrears in order to protect company's revenue.

• Handled a wide range of calls dealing with billing, credit, payments, collections, service disconnection/reconnection, outage, online account troubleshooting, program enrollments, account maintenance, et. al.

• Delivered high-quality solutions for clients through extensive research and analysis of industry trends.
• Presented findings and recommendations to executive-level stakeholders, effectively communicating key insights and action plans.
• Increased overall customer satisfaction and built strong client relationships through consistent communication and proactive problem-solving efforts.
• Collaborated with internal teams to boost performance and mentored junior consultants helping them enhance their skills and contribute more effectively to projects.
• Gave budget suggestions for projects, outlining financial needs, and forecasting.

• Oversaw daily operations across all functional areas of the business including Customs Brokerage, Bonded Warehouse, 3PL, Freight Forwarding, Warehouse Management and Distribution, and Order Fulfillment.
• Managed budget development and revenue forecasting to achieve organizational financial goals and objectives.
• Efficiently managed C-TPAT program meeting and exceeding minimum security guidelines and successfully passed all validations and re-validations.
• Assisted in recruiting and hiring of team members and managed employee reviews, schedules, and salaries.
• Managed a diverse team of professionals while fostering a positive work environment.
• Implemented effective cost-saving measures to reduce expenses without compromising quality or service.
• Provided employee training to develop skills, improve productivity, and achieve high performance.
• Cultivated and strengthened long-lasting, connection-building client relationships using dynamic communication skills emphasizing issue resolution.
• Managed sales team strategies and provided pricing and rates for all company services.
• Negotiated price and service contracts with customers and vendors to reduce costs and increase profitability.
• Drove year-over-year business growth by effectively leading operations and achieving financial goals.

• Managed new customer set-up process thoroughly reviewing all pertinent documents such as service agreement contracts, powers of attorney, SOPs, et. al.
• Managed payment of duties to U.S. Customs within established time frames in order to avoid potential penalties for non-compliance.
• Documented all department procedures and mapped out all processes in accordance with ISO 9001:2008.
• Supervised all aspects of entry filing process with CBP and PGAs prioritizing compliance while minimizing cargo delays by streamlining clearance process.
• Determined all applicable product classifications including HTS codes, FDA product codes, FCC, DOT, and EPA.
• Performed internal audits using statistical sampling methods to ensure high compliance rates with all applicable rules and regulations.
• Established KPIs for measuring performance across all critical functional activities and implemented continuous improvements strategies.
• Maintained up to date knowledge of import regulations and international trade laws by attending seminars, webinars, and taking on-line courses.

• Provided exceptional customer service by promptly and effectively addressing all client inquiries and concerns to ensure high satisfaction ratings.
• Managed multiple, diverse accounts prioritizing tasks efficiently and effectively.
• Timely and accurately filed import entries for truck, rail, air and ocean shipments.
• Daily activities included email monitoring, answering phone calls, documents review and requests, discrepancy reporting, data analysis and computation, data entry, shipment tracking, generating bills of lading and warehouse work orders, inventory management, preparing and sending out various reports, invoicing and billing.

• 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.