Ima J. Dowlin

IEJD IMA J. DOWLIN CONTACT -- Panama City, Republic of Panama My LinkedIn profile ABOUT ME Delivering measurable results by transforming operational challenges into streamlined processes and customer-driven solutions. I am a bilingual professional (English/Spanish) with near-native English proficiency and over 9 years of experience in Supply Chain, Order Management, and Delivery Logistics. Known for efficiently resolving issues, streamlining processes, and maintaining clear communication in remote and multicultural environments. EDUCATION WORK EXPERIENCE 2003 - 2007 UNIVERSITY INTERAMERICANA Grainger Panama Services Quality Assurance Specialist Bachelor's Degree in Hospitality Management CORE SKILLS Proficiency in SAP GUI, NICE, Verint, and CRM platforms Microsoft Office Suite (Excel, Word, Outlook, PowerPoint) Multichannel customer service (chat, email, phone) Problem-solving and complaint handling Order management and delivery logistics Bilingual communication (English/Spanish) Time management and organization Remote work and distributed team collaboration LANGUAGES English: Near Native Spanish: Native 2016 - PRESENT Performed comprehensive quality reviews and audits in English for U.S. and Canadian customers, ensuring 100% order accuracy and service excellence. Trained and coached team members, providing actionable feedback that drove measurable performance improvements. Partnered with cross-functional teams to identify and implement process enhancements, increasing operational efficiency. Developed training and support materials, enabling onboarding and higher productivity for new hires. faster Audited and optimized export-related processes, reducing critical order errors by 75% and improving compliance with shipping regulations. Grainger Panama Services Field Support Specialist 2015 - 2016 Coordinated with suppliers to expedite product returns, streamlining processes and boosting customer satisfaction. Managed credit cases for stocked and sourced items, ensuring precise and timely resolutions. Investigated and resolved customer claims in English via phone and email, maintaining high customer retention rates. IEJD IMA J. DOWLIN CONTACT -- Panama City, Republic of Panama My LinkedIn profile EDUCATION 2003 - 2007 UNIVERSITY INTERAMERICANA Bachelor's Degree in Hospitality Management CORE SKILLS Proficiency in SAP GUI, NICE, Verint, and CRM platforms Microsoft Office Suite (Excel, Word, Outlook, PowerPoint) Multichannel customer service (chat, email, phone) Problem-solving and complaint handling Order management and delivery logistics Bilingual communication (English/Spanish) Time management and organization Remote work and distributed team collaboration LANGUAGES English: Near Native Spanish: Native ABOUT ME Delivering measurable results by transforming operational challenges into streamlined processes and customer-driven solutions. I am a bilingual professional (English/Spanish) with near-native English proficiency and over 9 years of experience in Supply Chain, Order Management, and Delivery Logistics. Known for efficiently resolving issues, streamlining processes, and maintaining clear communication in remote and multicultural environments. WORK EXPERIENCE EGS - Advance Auto Parts Chat Representative 2014 - 2015 Provided real-time chat support to U.S. customers, assisting with product inquiries, order placement, and issue resolution. Maintained high customer satisfaction scores by delivering accurate information and prompt solutions. Guided customers through product selection and purchase options, ensuring a smooth and informed buying experience. 2005 - 2014 Bern Hotels & Resorts Various Roles: Reservations, Front Desk, Groups and Conventions Delivered exceptional guest service in bilingual environments (English/Spanish), ensuring a high level of customer satisfaction. Managed complex groups and conventions, coordinating logistics and resolving challenges efficiently. Handled reservations, check-ins, and conflict resolution in fastpaced, multicultural settings. Collaborated with multiple departments to fulfill guest requests and optimize operational processes. WORK REFERENCES Available upon request.