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Skills

  • Production planning
  • Data-driven decision making
  • Procedure equipment
  • First-call resolution improvement
  • Cross-functional collaboration
  • Communications
  • Relationship development
  • Safety and compliance
  • Problem resolution
  • Salesforce proficiency

Work Experiences

  • Used handheld devices and computers to track inventory levels and completed audits to find and correct inaccuracies.
  • Advised clients on the features and benefits of Microsoft Excel, contributing to a $142,000 boost in monthly subscription sales.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved a 34% rise in returning customer revenue.
  • Achieved a 59% improvement in overall satisfaction.
  • Achieved results within 15 months.
  • Achieved results over a 8-month period.
  • Achieved a 65% increase in process improvements.
  • Assessed client needs.
  • Had an excellent attendance record and was always on time for work.

Summaries

  • Warehouse Manager with 16 years of experience monitoring and evaluating employee training and day-to-day performance with a focus on safety, efficiency, and adherence to company policies.
  • Inventory audits and product staging are two areas where I excel.
  • 8 years of experience as a warehouse manager directing category warehouse operations.
  • Achieved a 20% increase in NPS.
  • Boosted engagement and sales by 62% %.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved President's Club certification for consistently exceeding key performance indicators, including CSAT and response times, while delivering exceptional customer care.
  • Accomplished this within 6 months.
  • Achieved measurable success in upselling complementary solutions to meet customer needs, contributing to a 64% increase in cross-sales within 15 months.
  • Achieved results within 8 months.

Accomplishments

  • Implemented process optimizations to reduce customers' average hold times by 10 minutes, enhancing overall call satisfaction.
  • Developed automated workflows in the CRM system that decreased manual entry errors by 34%, improving service accuracy.
  • Initiated regular account reviews, identifying at-risk accounts and retaining 18 key accounts through tailored retention strategies.
  • Led a strategic initiative for handling difficult customers, lowering complaint resolution time by 33%.
  • Used data analytics to identify service bottlenecks and introduced improvements that lowered average handling time by 70%.
  • Led a customer satisfaction improvement project, resulting in a Net Promoter Score (NPS) increase of 21% over 2020.
  • Improved Net Promoter Score (NPS) by 54% by implementing customer feedback mechanisms and optimizing service approaches.
  • Collaborated with a cross-functional team to revamp the feedback system which enhanced complaint resolution rates by 31%.
  • Assisted in the creation of a self-service knowledge base, reducing incoming service requests for basic issues by 26%.
  • Resolved product issue through consumer testing.

Affiliations

  • Association for Quality Customer Service (AQCS)
  • Association for Supply Chain Management (APICS)
  • International Association of Administrative Professionals
  • Society of Human Resource Management
  • Certified ScrumMaster (CSM) for Customer-Oriented Project Delivery
  • Jaycees
  • Association for Computing Machinery
  • Association of Information Technology Professionals
  • Freemason
  • Certified Frontline Leadership Program (CFLP) - Completed 2015

Certifications

  • Google Analytics Certification by Google
  • Customer Insight and Feedback Analysis Certification by Vantage
  • Customer Journey Mapping Certification by Summit Group
  • Certified Sales Support Specialist (CSSS) by Northwind
  • Certified Customer Service Professional (CCSP) by Cedar Works
  • Salesforce Certified Administrator (SFCA)
  • Certified Public Accountant (CPA)
  • Certified Problem Solving Techniques Specialist for Customer Service by Meridian
  • Certified Sales Support and Customer Service Professional by Meridian
  • Apple Certified Associate (ACA)

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