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Skills

  • Project management
  • Team building
  • Skilled in QuickBooks
  • Communications
  • Transportation management systems
  • Business operations
  • Collaborations with product and IT departments
  • Vendor management
  • Process improvement
  • Compliance with industry standards and regulations

Work Experiences

  • Achieved a customer satisfaction score of 10 in 2021.
  • Allowed for workforce flexibility.
  • Achieved annual cost savings of $3.
  • Achieved improvement in several months.
  • Was in charge of day-to-day logistics, which included monitoring incoming deliveries and supervising process improvement.
  • Achieved results within one year.
  • Evaluated demand and allocated resources to meet it.
  • Achieved revenue lift in Qstandard.
  • Built long-term relationships with clients by effectively resolving issues and negotiating, resulting in increased business opportunities.
  • Used on-the-job training to cross-train employees on a variety of tasks.

Summaries

  • Leading warehouse teams to accurately fulfill orders is something I've done before.
  • Communicative and team-oriented, with Adobe Creative Suite expertise.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Achieved results within two years.
  • Achieved 61% faster order completion.
  • Achieved a 29% reduction in order processing time.
  • Customer Operations Manager and team leader with 9 years of experience in category settings.
  • Motivates, trains, and coaches warehouse employees.
  • Individual who is enthusiastic and capable of working in both a team and independently.

Accomplishments

  • Spearheaded strategic partnerships with Brightline to enhance customer personalization efforts, leading to a 60% increase in lifetime value.
  • Redesigned reporting tools, giving executives real-time insights into key metrics, resulting in a 58% faster decision-making process.
  • Created a customer retention dashboard, allowing management to track churn trends in real-time, resulting in proactive intervention strategies.
  • Reduced overall team onboarding time by 48% through the roll-out of standardized training templates and continuous learning modules.
  • Implemented customer feedback loops that led to a 31% improvement in service-level priorities and quicker adjustments to customer needs.
  • Collaborated with product teams to integrate customer feedback, leading to Salesforce enhancements that improved user experience ratings by 35%.
  • Managed customer operations during peak sales season, resulting in 73% fewer support escalations and no disruptions during metric.
  • Collaborated with QA and UX teams to optimize the customer interface, driving a 27% improvement in overall usability scores.
  • Executed customer journey mapping that identified key pain points, leading to new service enhancements and a 53% boost in overall NPS.
  • Partnered with third-party logistics providers, achieving a 26% reduction in delivery issues for high-priority clients.

Affiliations

  • Participant, Global Customer Experience Community (GCEC), collaborating on efforts to standardize customer feedback loops across multiple industries.
  • Completed a Budgeting and Forecasting in Operations course through initiative, optimizing resource management within customer support teams.
  • Member, International Customer Engagement Forum (ICEF), focusing on trends for improving customer engagement through continuous feedback loops.
  • Active member of the Global Process Improvement Association (GPIA), focusing on scaling customer support teams while enhancing service quality.
  • Certified Customer Feedback Mechanism Specialist (2023), certified in understanding and implementing actionable feedback processes.
  • Board Member, Customer Satisfaction Research Group (CSRG), advising on initiatives to drive customer satisfaction improvement in industries.
  • Participant in Customer Experience Leadership Summit (Boston), presenting case studies on optimizing customer support operations.
  • Member, Customer Service Professionals Network (CSPN), actively attending workshops and webinars on customer experience innovations.
  • Certified Professional in Customer Service (CPCS), awarded by Ironclad Systems, ensuring proficiency in advanced customer operations.
  • Affiliation with the International Association of Customer Support Leaders (IACSL), focusing on leadership development in customer operations.

Certifications

  • Salesforce
  • Lean Six Sigma Green Belt Certification
  • Microsoft Office Specialist (MOS)
  • Certified Professional in Supply Management (CPSM) by Institute for Supply Management (ISM)
  • HubSpot Service Hub Software Certification
  • Certified Professional in Customer Service Leadership (CPCSL)
  • Certified Public Procurement Officer (CPPO)
  • KPI Professional Certification (KPI-P) by KPI Institute
  • Customer Experience Professional (CCXP) by Customer Experience Professionals Association (CXPA)
  • SHRM Certified Professional (SHRM-CP)

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