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RssCall Center/Customer Service Manager

To recruit, train, and evaluate my own staff within a business unit of a corporation.

Collections Agent

Signal Hill, CA

About Me


Customer Service


Collections Agent

Education level:


Will Relocate:



Signal Hill, CA

Work Experiences

12/2006 - Present



  • • Trained new employee’s using the company’s policies and procedures for an International N.V.O.C.C • Prepared, evaluated, and distributed export documentation and Customs clearances up to but not limited to: AES filings, Air Freight, Master, House, Inland or Trucking Bills of Lading, Master Air Waybills, Master Bill of Lading Instruction, Letter’s of Credits, Dock Receipts, Customs House Car Validations. • Scheduled, revised and updated bookings with steamship, airlines and trucking carriers • Processed and maintained in-bound and out-bound freight in our warehouse • Prepared inventory for shipment up to but not limited to: creating new pallets, shrink rapping, and labeling of freight. • Analyzed, researched, and suggested the best modes for transportation and distribution of freight products and services with a diverse group of suppliers, customers, Freight Forwarders and N.V.O.C.C’S • Reviewed and calculated the P/L of files • Obtained rate quotes from a variety of carriers

12/2002 - 9/2006



  • •Administered and planned quarterly employee reviews •Restructured and simplified the work flow to increase productivity •Planned and coordinated employee schedules •Created and administered job descriptions for hourly employees. •Assisted the Operation Manager with forecasting/planning activities •Coordinated and dispatched the efforts of 60+ field agent •Handled the full cycle of employment •Planned and implemented an employee cross-training program that increased productivity by 20% •Designed and implemented phone scripts •Provided phone etiquette training •Planned, coordinated, and lead department meetings •Opened or closed operations for a major delivery service

6/1998 - 8/2002


Individual Contributor

  • • Assisted doctors with routine screening of study patients • Processed and ran blood asseys for study purposes • Maintained and updated patient records •Scheduled and confirmed appointments •Established and implemented recruitment objectives that increased retention of new study patients at major medical centers in the L.A area by 40%

10/1996 - 11/2002

International Recreation Company


  • • Responsible for training of all new hires • Designed and implemented phone scripts • Provided phone etiquette training • Opened or closed operations • Planned and implemented a multi-purpose orientation program for newly hired employees that achieved a 70% retention rate. •Designed and implemented a positive work culture through an ongoing employee relations program that improved productivity 30%.



Bachelor Degree

California State University Dominguez Hills

  • Global Logistics and Supply Chain Management