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Karen Pedraza

@karenpedraza

Logistics Coordinator specializing in freight document verification and compliance, with customer support and training leadership experience.

Colombia

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What I'm looking for

I’m looking for a role where I can own document accuracy and compliance in logistics, collaborate across teams to resolve discrepancies fast, and grow through continuous improvement—while also using my training and coaching strengths.

I have a bachelor’s degree in modern languages with experience as a Logistics Coordinator (verification specialist) focused on ensuring the authenticity and accuracy of freight-related documents, including bills of lading and rate confirmations, so funding and compliance are handled correctly. I also contact brokers and shippers to confirm delivery details, resolve discrepancies, and collaborate with factoring teams to expedite invoice processing—often under tight deadlines.

Alongside logistics, I bring strong customer and people-development experience: I’ve provided tech support via customer chat, mentored and assessed trainees to create personalized improvement plans, and trained new hires with structured materials in both on-site and virtual settings. As an Operations Team Manager, I managed teams of 15–20 representatives, drove performance through coaching, and used root cause analysis to build action plans in deficit areas.

Experience

Work history, roles, and key accomplishments

Logistics Coordinator

Lean Solutions

Dec 2024 - Jan 2026 (1 year 1 month)

Verified the authenticity and accuracy of freight documents (e.g., bills of lading and rate confirmations) to ensure compliance before funding. Coordinated with brokers, shippers, carriers, and factoring teams to resolve paperwork discrepancies and expedite invoice processing.

Bills Of Lading Invoice Processing & Compliance

Chat Customer Service Rep

Teleperformance

Jul 2024 - Dec 2024 (5 months)

Handled a high volume of customer chats with minimal wait times while delivering step-by-step tech support. Resolved common product and account issues and maintained customer satisfaction through proactive problem-solving.

Chat Support Technical Troubleshooting Step By Step Guidance Product Support Customer Satisfaction

Communication Excellence Trainer

Sutherland

May 2022 - Jun 2024 (2 years 1 month)

Designed and delivered communication and soft-skills training for new hires and current representatives based on campaign and client needs. Created onboarding materials and action plans to improve call handling, using both in-person and virtual teaching methodologies.

Soft Skills Communication Skills Needs Analysis

Operations Team Manager

Teleperformance

Sep 2020 - Aug 2021 (11 months)

Managed and evaluated teams of 15–20 representatives, setting schedules and overseeing daily workflow. Conducted root-cause analysis in performance gaps and implemented coaching and corrective action plans to improve productivity.

Scheduling Workflow Management Coaching Root Cause Analysis

Customer Service Representative

Teleperformance

Mar 2020 - Aug 2020 (5 months)

Served as a primary point of contact for delivery drivers via phone, chat, and email, addressing order, route, app, and account inquiries. Investigated delivery problems (e.g., delays, missing items, incorrect drop-off locations) and provided real-time support to resolve issues.

Driver Support Order & Route Support Real Time Issue Resolution Customer Satisfaction