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Skills

  • Presentation and public speaking
  • Stockroom procedures
  • Inbound and outbound calling
  • Team leadership and supervision
  • Shipping and receiving understanding
  • Promotional support
  • Direct sales
  • Continuous process improvement
  • Materials transport
  • Contract development

Work Experiences

  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and metric data.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Took 6+ inbound calls per day and directed them to the appropriate people or departments.
  • Provided excellent customer service by following up on issues, coordinated and automated.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Updated the program system with order details, customer information, preferences, and billing details.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Explained billing procedures to customers, processed payments, and assisted with payment option setup.

Summaries

  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • Trained in the use of Asana and has in-depth knowledge of team leadership.
  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.
  • Department Representative with 10 years of experience resolving customer complaints and inquiries.
  • Team player who is empathetic and supportive.
  • Client service professional with 17 years of experience interacting with clients.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • Capable Department Representative who understands how to manage program routes while providing excellent customer service.
  • Well-versed in Miscellaneous best practices and standards.

Accomplishments

  • Designed and maintained database systems to streamline vendor contract reviews, reducing processing time by 51%.
  • Chaired department-level negotiations, securing 4 in additional budget allocation for crucial projects.
  • Increased team productivity through the introduction of a process automation tool, saving 2 personnel hours annually.
  • Negotiated vendor contracts that resulted in annual cost savings of approximately $9 for the department.
  • Managed department budgets totaling $16, consistently completing projects within or below allocation.
  • Built and reinforced relationships with external vendors, improving satisfaction ratings by 59% year-over-year.
  • Successfully advocated for and launched a Tableau-driven internal tool, reducing paperwork by 63%.
  • Created and presented detailed reports to executives on contract negotiations, resulting in a 72% increase in vendor service levels.
  • Streamlined project tracking through the introduction of a time management system, improving on-time deliverables by 73% over 11 projects.
  • Prepared and delivered training programs to incoming staff, reducing onboarding time by 18 weeks.

Affiliations

  • Participant, Lean Six Sigma Green Belt Program – Specialized in process improvement techniques which were applied in cost savings initiatives for the department.
  • Certified Financial Analyst (CFA) – Mastered corporate financial alignment and reporting for departmental leadership.
  • Member, National Contract Management Association (NCMA) – Engaged with peers on managing and improving vendor partnerships to enhance service-level agreements.
  • Certified Business Analysis Professional (CBAP), International Institute of Business Analysis (IIBA) – Gained experience in performance tracking and reporting tools such as Power BI.
  • Member, International Listening Association (ILA) – Developed active listening skills crucial to project success in cross-functional teams.
  • Certified Public Speaker, program – Delivered successful presentations during product launches for over 13 stakeholders.
  • Member, Society for Human Resource Management (SHRM) – Gained knowledge on team training, employee engagement initiatives, and onboarding improvement strategies.
  • Affiliate, Association for Financial Professionals (AFP) – Participated in webinars focused on financial forecasting and cost-saving strategies.
  • Certified ScrumMaster (CSM), Scrum Alliance – Led multiple agile project management transformations using the Scrum framework.
  • Certified Associate in Project Management (CAPM), Project Management Institute (PMI) – Acquired foundational knowledge in managing projects effectively across multi-functional teams.

Certifications

  • CompTIA A+ Technician
  • Salesforce Certified Administrator
  • Communications Management Professional (CMP) by the Global Communication Certification Council
  • Certified Business Analysis Professional (CBAP)
  • Certificate in Cost Management Vantage
  • Risk Management Professional (RMP) from program
  • SHRM Certified Professional (SHRM-CP)
  • Certified Leadership Development Professional (CLDP)
  • Lean Management Certification
  • Certified Public Accountant (CPA)

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