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Skills

  • Retail materials management
  • Retail store support
  • Report preparation
  • Multi-line phone talent
  • Staff education and training
  • Stocking and replenishing
  • Direct care
  • Order fulfillment
  • Stock management
  • Food preparation

Work Experiences

  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Assisted and cross-trained other customer service managers.
  • Processed 3 invoices and mailed documentation to clients each two years.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Double-checked order data on a two years basis to ensure that transactions and shipping dates were correct.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Averaged 4 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Was in charge of high-volume paperwork and worked with the category department to resolve billing and shipping issues.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.

Summaries

  • SAP expert with 6 years of experience in related roles.
  • Hardworking Direct Service Specialist with 16 years of telecommuting experience meeting customer needs.
  • Customer service specialist with over 8 years of experience resolving account and service issues for Miscellaneous clients.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Dedicated to exceeding expectations and leading the team to success.
  • Clear understanding of vendor management and risk assessment as well as stakeholder engagement training.
  • Direct Service Specialist who is well-versed in dealing with difficult customer issues and promoting positive outcomes.

Accomplishments

  • Tracked key performance metrics and reported quarterly to leadership, which resulted in the reallocation of resources to underfunded services.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Conducted home visits for clients and identified service barriers, increasing program participation by 81% over 18 months.
  • Provided crisis intervention services to 6 individuals in emergency situations, reducing long-term reliance on assistance programs.
  • Trained staff on regulatory compliance with North Carolina welfare programs, achieving a 34% reduction in compliance-related issues.
  • Facilitated employment coaching for program, resulting in 69% of participants securing permanent employment.
  • Developed client empowerment plans, assisting over 9 clients to achieve personal milestones and improve self-sufficiency.
  • Designed and implemented a mentorship program for standard, successfully mentoring 15 clients towards employment.
  • Created Community Resource Guides that were distributed to 15 local partners, boosting collaboration and outreach effectiveness.
  • Tracked and analyzed client feedback using Tableau, resulting in service improvements and an overall 68% increase in satisfaction.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Human Services Information Technology Association (HSITA)
  • National Foster Parent Association (NFPA)
  • Society of Human Resource Management
  • Society for Community Research and Action (SCRA)
  • American Association of Family & Consumer Sciences (AAFCS)
  • Project Management Institute
  • Lions Club
  • American Medical Informatics Association
  • National Association of Social Workers

Certifications

  • QPR Institute Gatekeeper Suicide Prevention Certification
  • Certified Public Accountant
  • CompTIA Security+
  • Certified Family Peer Mentor
  • Cognitive Behavioral Therapy (CBT) Practitioner Certification
  • First Aid/CPR Certified
  • CompTIA Network+
  • Licensed Professional Counselor (LPC)
  • Adult Mental Health First Aid USA
  • Certified Business Analysis Professional (CBAP)

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