Denise Alicea
Lawrenceville
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
26
26
years of professional experience
Work History
Delivery Promise Coordinator
American Signature Furniture
10.2021 - 01.2026
- Analyzed operational processes, identifying areas for improvement and efficiency gains.
- Entered data, generated reports, and produced tracking documents.
- Trained new representatives, fostering a knowledgeable and efficient team environment.
- Analyzed customer feedback data, identifying trends to enhance service offerings.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Service Logistics Expert
MARKEM-IMAJE CORPORATION
01.2013 - 05.2020
- Managed Export shipments to Distributors and Subsidiaries in Dominican Republic, Mexico, Virgin Islands, Canada and Puerto Rico.
- Performed screening on new and existing accounts that involved export, re-export, inbounds, transfer of commodities, software and technology to ensure compliance in export control regulations.
- Worked closely with warehouse staff, shipping companies and customers.
- Received, monitored and processed daily freight movements.
- Processed Export documentation.
- Performed daily interface with freight forwarders and carriers.
- Processed billing, inventory and orders transactions in SAP.
- Monitored and Reported control substances to DEA according to DEA export requirements.
- Maintained and filed export records according to US export regulations.
- Processed warranty replacements, logistics claims and reverse logistics.
Bilingual Customer Service Representative
ProCore Solutions
01.2004 - 01.2013
- Handled Inbound and Outbound calls.
- Assisted customers with their accounts answering customer service questions, setting up payment arrangements and processing new accounts for utility service as well as reconnections.
- Provide assistance and backup during high call volume, Outages and after hours service as requested or needed.
- Assisted the Quality Assurance Department to evaluate the Csrs inbound and outbound calls.
- Provided support and customer service to our Key clients as part of the Commercial Department.
- Scheduled service appointments daily.
- Increased sales by offering and subscribing our customers to our products.
Store Manager
L&C Video Entertainment
01.2000 - 01.2004
- Responsibilities: staffing and training, scheduling, placing orders, inventory management & achieve sale’s goals.
Education
Pedagogy
Interamerican University of Puerto Rico
Guaynabo05.1995
Secretary Certificate - undefined
Margarita Janer Palacios High School
Guaynabo05.1993
Skills
- Leadership & Management
- SAP Modules
- Exceptional Problem-Solving Abilities
- QA Experience
- 49 CFR, IATA DGR and IMDG Certified
- Microsoft Office Proficient
- Written and Verbal Communication Skills
- Focused Attention to Detail
- Bilingual- Spanish and English
- Customer satisfaction measurement
- Order processing
- Data collection
Timeline
Delivery Promise Coordinator
American Signature Furniture
10.2021 - 01.2026
Customer Service Logistics Expert
MARKEM-IMAJE CORPORATION
01.2013 - 05.2020
Bilingual Customer Service Representative
ProCore Solutions
01.2004 - 01.2013
Store Manager
L&C Video Entertainment
01.2000 - 01.2004
Secretary Certificate - undefined
Margarita Janer Palacios High School
Pedagogy
Interamerican University of Puerto Rico