Open to opportunities

Farid Surmay

@faridsurmay

Operations Supervisor improving U.S. logistics performance through KPI leadership, dispatch excellence, and fast problem solving.

Colombia

Message

What I'm looking for

I’m looking for a U.S.-time-zone role where I can lead logistics/operations teams, improve KPIs through coaching and process optimization, and use dispatch, carrier coordination, and customer support experience to deliver reliable results.

I’m an Operations Supervisor with 3+ years of experience supporting U.S.-based logistics and customer service operations, with a strong focus on real-time dispatch operations and customer impact. I’m bilingual in English (B2/C1) and highly adaptable to fast-paced remote environments and cross-cultural teams.

I’ve led teams of 50+ employees and consistently improved outcomes—boosting KPIs by 18% and reducing onboarding time by 25% through performance management, structured coaching, and process optimization. I combine operational discipline with hands-on troubleshooting to keep service quality high.

My background is built on dispatch operations, carrier communication, and shipment visibility, including route planning and issue resolution. I also manage operational reporting and driver payroll, ensuring decisions are backed by reliable data and clear execution.

On the customer side, I’ve supported high-volume U.S. accounts, resolving escalations and improving response times to protect satisfaction and compliance. From coaching and SOP creation to coordinating across HR, IT, and Operations, I bring a clear, scalable approach that helps teams deliver consistently.

Experience

Work history, roles, and key accomplishments

Brand Advocate - Customer Care

Sagility

Oct 2025 - Feb 2026 (4 months)

Supported U.S. dental insurance operations by handling high-volume inbound calls, resolving claims, processing payments, and ensuring policy compliance. Improved customer satisfaction by reducing escalations and response times.

Inbound Calls Claims Processing Payment Processing Compliance Management Customer Escalation Customer Satisfaction CRM Systems Communication

Account Manager - Operations

Lean Solutions Group

Mar 2023 - Feb 2025 (1 year 11 months)

Led remote and on-site operations for 50+ employees supporting U.S. logistics clients, improving KPI performance by 18% through structured coaching and real-time performance tracking. Reduced onboarding time by 25% by streamlining coordination across HR, IT, and Operations.

Operations Management KPI Tracking Performance Management Coaching Process Improvement Stakeholder Management Logistics Operations

Team Leader - Operations

Lean Solutions Group

Jun 2022 - Feb 2023 (8 months)

Supervised a team of 10 in logistics operations, ensuring service quality and SLA compliance for U.S. client requirements. Delivered coaching, created training plans, and monitored KPI progress to sustain performance.

Team Leadership SLA Coaching KPIs Operations & Support

Logistics Coordinator - Dispatch

Lean Solutions Group

Jun 2021 - May 2022 (11 months)

Coordinated dispatch operations including container planning, routing, and shipment tracking to support on-time delivery. Managed driver payroll and produced operational reports to support decision-making.

Dispatch Coordination Load Container Planning Route Planning Shipment Tracking Operational Reporting

Customer Service Agent

NCC Nearshore – AGR

Oct 2020 - May 2021 (7 months)

Supported U.S. energy customers with billing, payments, and escalation handling. Resolved customer issues while maintaining service standards for U.S. clients.

Customer Support Billing Support Escalation Management Communication CRM Systems

Customer Service Agent

Sitel

Jul 2020 - Oct 2020 (3 months)

Handled U.S. retail customer inquiries related to orders, refunds, and delivery issues. Resolved problems through structured communication and support workflows.

Customer Support Order Inquiries Refund Workflows Delivery Issue Resolution Escalation Handling Communication