Daniela

Demonstrated experience with Coaching.

Demonstrated experience with Team Management.

Demonstrated experience with Customer Service.

Demonstrated experience with Sales Management.

Developed and maintained strong client relationships in the logistics and transportation sector, focusing on business development and account retention., Executed cold-selling strategies to onboard new shippers and carriers across domestic markets., Managed full-cycle freight brokerage operations, including pricing, quoting, and real-time load tracking., Coordinated with carriers to ensure on-time pickup and delivery, maintaining high service levels., Conducted load follow-ups and provided proactive communication to resolve delays or service issues., Utilized transportation management systems to streamline processes and track key performance metrics.

Deliver exceptional customer service and provide remote support for customer inquiries., Consistently achieve sales targets by effectively cross-selling and upselling products during customer interactions., Engage with customers to understand their needs, ensuring a personalized service experience., Spearheaded team leadership and performance enhancement, focusing on nurturing employee skills in multitasking, active listening, and effective communication., Customized coaching approaches to align with individual learning preferences, achieving both organizational and personal development milestones., Developed comprehensive Subject Matter Expert (SME) educational plans, targeting key administrative competencies, equipping team members for advancement opportunities within the company., Implemented DMAIC (Define, Measure, Analyze, Improve, Control) methodologies to deliver effective problem-solving strategies and operational solutions aligned with client requirements., Leveraged data analytics to develop and implement strategic initiatives that significantly elevated team performance metrics., Provided comprehensive training and support, fostering ongoing advancement of team competencies., Conducted thorough root cause analysis and behavioral assessments to optimize coaching and monitoring processes., Coordinated task assignments and provided clear guidance to ensure exceptional customer service delivery., Enhanced team efficiency and outcomes through targeted professional development and performance management strategies., Proficient in utilizing Excel and Power BI for robust performance tracking and metric analysis., Applied Six Sigma methodologies and adhered to HIPAA standards to oversee agent activity in BPO settings., Established quality systems tailored for Healthcare and Travel sectors, setting benchmarks for NPS, CSAT, and AHT., Demonstrated expertise in sales management, employing effective sales tactics for a leading telecommunications firm., Collaborated with cross-functional leadership teams, including Quality Assurance, Technical Leads, and Training departments, to optimize operations.