Wilfredo Rivera
Bayamón
Summary
Distribution management professional with comprehensive understanding of logistics and supply chain optimization. Proven ability to streamline operations and enhance team performance. Focused on collaborative teamwork and adaptable to dynamic environments, bringing strong analytical and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Distribution Manager
Yanwen Express/TEMU
01.2023 - Current
- Managed warehouse operations for Temu, Tik Tok and other Chinese distributors. 15,000 weekly volume processed while ensuring proper storage and handling of products to maintain quality and safety.
- Coordinated closely with customer service representatives to address any shipping or delivery issues promptly, improving overall customer satisfaction rates.
- Maintained accurate records of all incoming and outgoing shipments, ensuring proper documentation for regulatory compliance purposes.
- Optimized distribution processes by implementing efficient inventory management and route efficiency systems
- Established clear communication channels with delivery service providers in PR to improve coordination between departments, resulting in smoother workflows throughout the organization avoiding delivery delays
- Implemented safety protocols within the warehouse, reducing workplace incidents and maintaining compliance with OSHA regulations.
- Reviewed transportation invoices for accuracy, identifying discrepancies and ensuring prompt resolution.
- Assisted in budget preparation, ensuring effective allocation of resources for optimal distribution performance.
- Implemented cross-training initiatives for employees, increasing overall productivity and operational efficiency within the department.
Bilingual Customer Service Representative Lead
Conduent
04.2023 - 02.2025
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Type-speaking customers.
- Met all call quality standards and daily quotas for first-call resolution.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
Warehouse Supervisor
Thermo King
01.2022 - 01.2023
- Supervised warehouse operations by managing 40-60 employees during shifts.
- Supervised shipping and receiving, distribution and workplace safety.
- Used warehouse management software to reconcile daily inventory.
- Managed a team of warehouse workers for optimal scheduling, task delegation, and overall productivity.
- Conducted regular inventory audits to identify discrepancies in stock counts while implementing corrective measures as needed.
- Operated warehouse material handling equipment correctly to move loads.
- Handled employee concerns promptly and effectively while maintaining open lines of communication amongst team members.
- Monitored employee performance and offered mentoring and leadership to improve any deficiencies.
- Increased accuracy in order fulfillment with thorough quality control checks before shipping orders.
- Boosted workshop organization by implementing a 5S system for improved tool accessibility and storage efficiency.
- Reduced inventory shrinkage through meticulous monitoring of merchandise and thorough investigations.
Warehouse Supervisor
Radial
01.2021 - 01.2022
- Conducted periodic audits of inventory levels to ensure accuracy, identifying discrepancies for swift resolution.
- Cleaned and maintained warehouse in compliance with OSHA safety standards and 5s standards
- Increased warehouse efficiency by implementing new inventory management systems and procedures.
- Built and managed a motivated warehouse team of 50-60 associates to consistently accomplish operations goals and exceed performance targets.
- Spearheaded the implementation of Lean Six Sigma methodologies, driving process improvements and cost savings throughout the organization.
- Managed multiple projects simultaneously, ensuring timely completion while adhering to budget constraints.
- Managed development and implementation of lean and continuous improvement initiatives within an efficiency driven e-commerce distribution environment
Area Manager
Amazon
01.2016 - 01.2021
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment within my department.
- Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
- Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
- Continuously improved operational procedures through ongoing evaluation of existing practices, incorporating feedback from team members and adopting industry best practices.
- Improved safety standards within the facility by enforcing compliance with OSHA regulations and conducting regular audits.
- Optimized staff scheduling based on workload analysis to achieve desired productivity targets while minimizing labor costs.
- Implemented warehouse management system, increasing accuracy in inventory control and order fulfillment.
Education
International Warehouse Management
National American University
01.2014
Skills
- Warehousing operations
- Supply chain management software
- Inventory management
- Transportation management
- Distribution strategy
- Logistics coordination
- Lean process implementation
- Fluent bilingualism
- Call center experience
- Data entry
- Payment processing
- Document translation
- Product knowledge
- Call management
- Call center operations
- Records review
- Database management
- Competency in Microsoft office suite
References
Available upon request.
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
COMMUNICATION
Years in efficiency driven environments helped me to develop my communication and multitasking skills. I excel at coordinating, organizing, and leading by example. I work well with deadlines and have learned to keep my customer in mind with all my tasks.
LEADERSHIP
I have a bias for action and developing teams
Timeline
Bilingual Customer Service Representative Lead
Conduent
04.2023 - 02.2025
Distribution Manager
Yanwen Express/TEMU
01.2023 - Current
Warehouse Supervisor
Thermo King
01.2022 - 01.2023
Warehouse Supervisor
Radial
01.2021 - 01.2022
Area Manager
Amazon
01.2016 - 01.2021
International Warehouse Management
National American University
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