Carlos David Pocon Hernandez

Direct overnight freight operations for a team of 15 Specialists/Assistants and 1 Night Supervisor, ensuring 100% compliance with tracking schedules and service-level agreements. Manage cross-functional training, quality assurance workflows, and tactical shift planning to sustain SLA performance across a high-volume logistics account.

Coordinated high-priority freight appointments for loading and unloading, and tracked nationwide cargo to deliver real-time transit updates within strict delivery windows.

Served as Temporary Team Leader for nearly a year, overseeing new-hire groups, monitoring KPIs (AHT, ACW, QA), and coaching agents to consistently meet and exceed CSAT goals. Led nesting and onboarding for incoming agent classes as Mentor, equipping new hires with product knowledge and customer-handling best practices.

Coordinated high-stakes emergency roadside logistics across the U.S. for a cross-country moving-truck fleet, managing critical breakdown scenarios under pressure. Located stranded vehicles by collaborating with local repair shops, using precise geographic data to accelerate response times.

Resolved 65+ cases daily via phone, chat, and email, supporting customers, drivers, and merchants simultaneously in a high-volume marketplace environment. Facilitated live delivery logistics for drivers by confirming orders, resolving address discrepancies, and processing pre-paid corporate cards.

Negotiated customized payment plans to recover delinquent accounts while maintaining positive customer relationships. Provided billing support and tier-1 technical assistance, resolving account disputes and explaining service terms clearly.

Pursuing a Bachelor's Degree in Business Administration & Technology, currently in progress.

Completed high school education at Howard Gardner American School in 2015.