Liliana Novoa Rosas

LILIANA NOVOA ROSAS - Rivas Vaciamadrid,Madrid www.linkedin.com/in/liliana-novoa0579 PROFESSIONAL SUMMARY Professional with more than 10 years of experience in the Logistics and Customer Service sector, with an outstanding ability to adapt to changes and focus on continuous improvement. I am characterized by my ability to work under pressure, as well as my ability to lead and work in teams and projects effectively. I am very committed to results and am characterized by a solid work ethic. SKILLS ✓ ✓ ✓ ✓ Communication Organization and Time Management Assertive Leadership ✓ ✓ ✓ ✓ Adaptability Team Work High Atention to detail Emotional intelligence PROFESSIONAL EXPERIENCE Store Manager & Operations Manager 04/2023-11/2024 |SUPER OUTLET STORES | Baja California Sur, México • • • • • • • • • • • Leader of Re-openning Store Project. In charge of Operations, Supervision and follow-up of 3 stores, cleaning, organization, visual merchandising, Customer Service, employees image and behavior. Sales, expenses, stock, revenue, profitability control of each store/branch, KPI’s. Warehouse Manager, in charge of organization and coordinate everyday shipments to each store as per needs. Exhausting control of all Imports from USA. Decision making of marketing campaigns of each store, special offers, etc. Prices Control Reveiw of each store. Customer Service supervision and training. Support and lead the team to achieve sales objectives. Employees daily Organization per Area at Main Store, lunch time, brakes, holidays, salaries. Decision Making and quick solution of Customer Service incidents and daily Operations. Strategic leadership: I implemented an effective control system for sales, expenses, stock and income, which increased profitability by 15% in the three stores under my supervision. International Sales Support |Logistics Department 01/2022-03/2023 |AORA HEALTH SL | Madrid, España • • • • • • • Follow-up of purchase orders from international clients from countries in East and West Asia, America and Europe. Management of export-import, legalization of documents, Certificates of Origin and close communication with the client, forwarders, custom agents and tracking until delivery at destination. Creation of a file with the legalization requirements of the different documents for commercialization in each country, and coordinating with Quality Department the registration dossiers. Systematic archiving and daily feedback of the documentation generated in the requests for ISO compliance. Due invoice tracking of international clients. E-commerce daily tracking for B2C orders and follow up of national transport incidents. KPI’S calculation for national and international orders and quaterly follow up, logistics, transport and delivery times. Customer Care Representative | Customer Service Department 09/2017- 01/2022 |TNT-FEDEX| Madrid, España • • • • • • • • I was nominee as the Customer Care Employee of the Quarter Award in October 2021. As Customer Care Representative, my goal was to monitor and solve International and National Transport incidents fast, accurate and efficient. Telephone assitance, guidance and general information about our services to solve any queries, transport incidents, services and status of shipments. Monitoring and management of air cargo and road freight collections, by phone and e-mail. I was assigned to Monitor and control "Incubator Customers" maintaining a very close and direct contact, daily tracking of shipments, incidents follow-up during a certain time to finally evaluate and migrate from Standard customer to Dedicated Account. I developed a report to inform weekly about "Incubator accounts" status to be valuated by the Manager. Management of exports and imports and direct contact with the client to request the necessary documentation for customs clearance and transit such as: Doble Use letter, Repression, VETER, Danger Goods, CITES, FDA, Prior Notice, Wstex, etc. Air, Road Freights and Canarian Sea Freights. I was assigned as Customer Service and Escalation back up for POD's requests by customers and to deal with subcontractors, and urgent incidents that must be solved in our national and international warehouses, so I had to assigned each case to different TNTFedex agents to be solved and avoid further escalations. TRAFFIC Manager, SAC |Logistics and Customer Service Department 12/2016-04/2017 |ATRIAN SUPPLY CHAIN, BARLOWORLD LOGISTICS-Caterpillar Finanzauto, CEPSA |Madrid, España • • • • • Traffic Manager of FINANZAUTO (BARLOWORLD): September Fluid communication on information of arrivals to port merchandise and any incidence of transport to our customer FINANZAUTO. Orders of Marine Logistics of CEPSA as Traffic Manager: July to September Monitoring and management of the orders for the punctual supply of lubricant of vessels in the ports of Spain in the areas of: Barcelona, Levante, Balearic Islands, Murcia, Cantabria, Basque country, Galicia and Portugal. Direct contact to arrange supply with the head of machines or captain of the vessel and follow-up of instructions in case supply is done by barge, crane and specification of pumped. In the case of pumping, I coordinated with collaborators to carry out supply and also coordinate the corresponding export or import dispatches according to origin of the vessel with customs agent. Coordination of Urgent supplies and punctual deliveries on solicited ports or suppliers facilities. CEPSA – Customer Service: May to June. Monitoring, management and solution of the different effects of transport at the national level such as: damaged, returns, cancellations, proof of delivery and proactive information at all times to the client through quick decision making, contact with different departments for its solution or the instructions provided by the customer for resolution. Founder|Enterpreneurship 06/-|NOVONATUR |Valladolid, España • • • • • • Creation and development of a new company dedicated to import, marketing and distribution of food supplements and superfoods. Contact foreign suppliers in Canada, United Kingdom, India, and Latin America. Import of supplement foods and negotiation of prices, transport and payment terms with Indian suppliers. Creation of route of Herbalists, nutrition stores and Gyms in Valladolid, Madrid and Palencia. Search of suppliers in UE of Stevia, Moringa, Chia, Hemp and more superfoods. Sanitarian self-control plan, stock control and product traceability. Export-Import Manager|Logistics Department 06/2009-09/2014 |PEARSON EDUCACION Y PENGUIN BOOKS |Madrid, España • • • • • Responsible for tracking Latinamerican purchase orders. Incidencies resolution related on transport, invoicing. Control of the quality of service based on criteria such as: delivery times, incidents, failures and breakdowns. Management and control of own stock and virtual stock from PEARSON HISPANIC MARKETS. Experience in dealing with forwarders for shipments of import or export (airfreight, seafreight deliveries). OTHER TASKS: Since August 2012 - 2014 - Customer Service issues for External Customer (Penguin Books). - Resolution and management of incidents of transport in Spain and Portugal. - Fluid and direct communication with carriers for the resolution of different issues. - Control and monitoring of urgent deliveries. - Support to Penguin as Internal customer. Import Manager|Logistics Department 09/2007-02/2009 |MCGraw-Hill Interamericana |Madrid, España • • • • • Head of the Department of imports from the United States, Asia and China, America and Europe. Selection of forwarders for the optimization in service and price of imports. Airfreight, seafreight quotes analysis and decision-making of the most appropriate import via in terms of price and service. Exhaustive Tracking and report of all imports in Transit. Frequent contact with English, American, and Asian suppliers for tracking of shipments in transit. EDUCATION Master: Logística y Cadena de Suministro IOE Business School | Madrid |2021 Licenciatura: Administración y Negocios Internacionales Universidad Panamericana |Guadalajara, Jalisco, México |2001 LANGUAGES • • English: B2 (fluent) Spanish: Native CERTIFICATIONS • • • • • GOOGLE DATA ANALYTICS, 12/01(actually) TOEFL, 2000 AGILE PROJECT MANAGEMENT SCRUM, 2022 Master: Excel Dashboards and Data Analysis, SH4HANNA SAP Consultant, 2022 My Ardor English Course B1-B2-C1|TNT-Fedex | 2020 HARD SKILLS | OTHERS ✓ ✓ ✓ ✓ ✓ ✓ Microsoft Office avanzado LOGPRO MAINFRAME ACM RUMBO CANVA ✓ ✓ ✓ ✓ ✓ ✓ IBS VISTA SECH Y CSFL A3ERP LIGHTSPEED Typing ✓ ✓ ✓ ✓ ✓ ✓ BOOK MASTER LOTUS M-TRANS SAP SH4HANNA ASANA Driver License.