Paulina Gabriela Hernández Tapia
Cuautitlán Izcalli
Summary
Knowledgeable Customer Care Representative with more than 6 years of experience at FedEx LAC. Recipient of the Top Performer Bravo Zulu award for consistently exceeding performance targets. Recognized with the Top Analyst Bravo Zulu award for analytical excellence, data-driven insights, and problem-solving skills. Received Senior Management Recognition Bravo Zulu for strategic contributions.
Overview
7
7
years of professional experience
Work History
Sr Dedicated Customer Care
FedEx Mexico
04.2021 - Current
- Work closely with clients experiencing volume declines to retain and regain their business by addressing their concerns, resolving issues, and ensuring their satisfaction.
- Implemented process improvements that resulted in a 30% increase in efficiency.
- Prepare detailed daily and monthly reports specifically tailored for our top 20 revenue clients that provide insights into their shipping activity, performance metrics, and relevant trends.
- Regularly provide weekly and monthly Key Performance Indicators (KPIs) to our top 20 clients and share these metrics with the sales team and upper management. to track performance and identify areas for improvement.
- Collaborate with the sales, operations, and engineering teams to design Standard Operating Plans (SOPs) that align with client needs and guide our service delivery.
- Develop comprehensive job aids and training materials that allow new team members to understand the systems and processes of dedicated operations.
- Supervised, Mentored, and Directed a team of 32 employees during the absence of the regular manager.
- Audit export and import documents to ensure compliance with customs regulations to prevent delays and maintain smooth shipping processes.
- When clients experience loss or damage, gather evidence to assess whether a claim is applicable and offer solutions to prevent incidents from happening.
- Regularly engage in calls and meetings with clients to negotiate solutions and ensure that client expectations are met to maintain strong relationships.
Customer Experience Representative - International
FedEx Mexico
07.2018 - 04.2021
- Helped clients with precise information about their national and international shipments.
- Identified incidents or issues related to deliveries and promptly explained them to clients to offer effective solutions to expedite deliveries, demonstrating problem-solving skills.
- Efficiently scheduled pick-ups for shipments, optimizing logistics.
- Rated and presented available services to potential clients, tailoring recommendations to their needs.
- Consistently achieved performance scorecard metrics, contributing to team success.
- Attended meetings and training with management to set teamwork goals and increase team performance.
- Contributed to the teamwork environment by helping new hires in their learning curve.
Foreign Language Teacher
INTERNATIONAL HOUSE CONDESA & PREPARATORIA ABIERTA
01.2018 - 01.2020
- Developed lessons that adhered to institution-approved methods.
- Collaborated with three Cambridge supervisors who closely monitored and evaluated lesson effectiveness.
- Conducted thorough research and applied acquired knowledge to design tailored lessons for groups of up to 20 students.
- Adapted content for students aged 16 to 50 from diverse cultural backgrounds (Mexico, Venezuela, Colombia, and China).
- Aimed to equip students with essential language skills to enhance their proficiency in the foreign language.
Bilingual Customer Service Representative
A&T INTERNATIONAL
07.2017 - 11.2017
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
Education
Bachelor of Science - ACCOUNTING & FINANCE
ESCUELA BANCARIA Y COMERCIAL
Tlalnepantla, México, Mexico12.2024
Diploma - FOREIGN TRADE AND CUSTOMS
ESCUELA BANCARIA Y COMERCIAL
Tlalnepantla, México, Mexico05.2023
CELTA - CAMBRIDGE ENGLISH TEACHING
INTERNATIONAL HOUSE CONDESA
CONDESA, MEXICO CITY03.2018
Associate of Applied Science - BUSINESS MANAGEMENT
LDS BUSINESS COLLEGE
SALT LAKE CITY, UTAH12.2013
Skills
- English: Proficient Level C1-C2 Cambridge English Certificate (CELTA)
- Pearson “MyITLab” Certification in Microsoft Office and Digital Devices
Timeline
Sr Dedicated Customer Care
FedEx Mexico
04.2021 - Current
Customer Experience Representative - International
FedEx Mexico
07.2018 - 04.2021
Foreign Language Teacher
INTERNATIONAL HOUSE CONDESA & PREPARATORIA ABIERTA
01.2018 - 01.2020
Bilingual Customer Service Representative
A&T INTERNATIONAL
07.2017 - 11.2017
Bachelor of Science - ACCOUNTING & FINANCE
ESCUELA BANCARIA Y COMERCIAL
Diploma - FOREIGN TRADE AND CUSTOMS
ESCUELA BANCARIA Y COMERCIAL
CELTA - CAMBRIDGE ENGLISH TEACHING
INTERNATIONAL HOUSE CONDESA
Associate of Applied Science - BUSINESS MANAGEMENT
LDS BUSINESS COLLEGE
Similar Profiles
Alejandro Duran CordovaAlejandro Duran Cordova
Customer Care Representative at FedEx MexicoCustomer Care Representative at FedEx Mexico
Habid Antonio Sanchez MeddelHabid Antonio Sanchez Meddel
Regional Account Manager at FedEx Express (Mexico)Regional Account Manager at FedEx Express (Mexico)
Cristian Fabian Hernandez RamirezCristian Fabian Hernandez Ramirez
Customer Care Representative Associate at FedEx Express MexicoCustomer Care Representative Associate at FedEx Express Mexico