David Orozco

Monitor and manage agents in real time to ensure schedule adherence and service level goals. Prepare Power BI and Excel reports, identify process improvements for workforce management, and coordinate adjustments with stakeholders.

Handle supplier inquiries by phone, email, and chat to support understanding of the Worker Management platform and resolve issues. Verify supplier documentation daily and research, clarify, and resolve problems to improve end-user satisfaction.

Address internal and external customer inquiries via phone, email, and SMS, and resolve issues by monitoring and tracking shipments. Manage compensation requests and related paperwork including insurance documents, BOLs, and PODs.

Maintain detailed support documentation in CRM and Salesforce while resolving incidents and communicating between clients, drivers, and vendors. Onboard new drivers and handle overnight inquiries and compensation requests with associated documentation.

Enter data, generate reports, and produce tracking documents while maintaining well-organized documentation systems. Coordinate cross-functional teams to support smooth project execution.

Create and manage a calibration project by tabulating cases, evaluating operational data, identifying root causes, and resolving or escalating issues to the correct teams. Manage personnel schedules, train employees on new processes, and work with transportation management system and freight logistics exceptions.

Meet deadlines by allocating resources, tracking progress, and adjusting schedules as needed while booking cargo appointments using transportation management systems, email, or phone. Ensure route compliance with Hours of Service (HOS) and FMCSA regulations and schedule multiple accounts including complex shippers.

Serve as a front-office first point of contact for visitors and customers and support administrative staff. Handle phone inquiries and messages and perform administrative document tasks such as writing memos, making copies, and checking documents.

Earned a Bachelor in International Business and Marketing (Business Administration) from Sergio Arboleda University in Santa Marta, Colombia, completing in December 2019.