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Skills

  • Shipping procedures understanding
  • Certified in Supply Chain Management PMP
  • Stocking and replenishing
  • Multi-line phone talent
  • Customer Escalation Management
  • Customer satisfaction improvement strategies
  • Complaint resolution
  • Freight cost negotiation
  • Stock management
  • Account management

Work Experiences

  • Assisted and cross-trained other customer service managers.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Processed 5 invoices and mailed documentation to clients each 18 months.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Provided clients with basic technical support for a variety of system company products.
  • Ensure that customers and internal departments are properly communicated with.
  • Kept up to date on product and service changes.
  • Contributed to $11 in annual store sales per the past year.

Summaries

  • Worker with a strong understanding of category organization and method product issues.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Customer Service Representative with 3 years of retail experience in fast-paced, team-oriented environments.
  • Distribution Customer Service Representative with 10 years of experience in dealing with customer requests and concerns.
  • Distribution Customer Service Representative is a service-oriented Distribution Customer Service Representative with unrivaled customer service, task prioritization, and time management skills.
  • Distribution Customer Service Representative with 3 years of successful quality assurance and vendor management experience.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Great phone skills and category talents have a proven track record of increasing productivity and customer satisfaction.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.

Accomplishments

  • Trained a team of 7 junior staff on warehouse processes and customer communication, contributing to a 37% decrease in processing errors.
  • Received Innovation Award for achieving 37% customer satisfaction through proactive communication on order status and delivery timelines.
  • Collaborated with the finance team to improve invoicing processes, lowering the number of credit memos issued by 81% over two years.
  • Implemented a ticketing platform to track customer queries, leading to a 79% reduction in unresolved tickets.
  • Led cross-functional meetings between logistics and customer service teams, streamlining order processing and improving fulfillment accuracy by 35%.
  • Reduced customer case resolution time by 60% by optimizing workflows and developing a comprehensive FAQ for frequently encountered service issues.
  • Created and maintained a training manual that improved team efficiency in handling distribution-related customer service cases by 49%.
  • Resolved 16 billing disputes with metric, decreasing invoice discrepancies and improving monthly reconciliation by 61%.
  • Developed custom reports using Microsoft Excel that provided visibility on distribution operations, driving performance improvements in key metrics.
  • Created detailed distribution reports using Workday, enhancing transparency and accuracy in stock level tracking for Asana.

Affiliations

  • Council of Supply Chain Management Professionals (CSCMP)
  • National Association of Social Workers
  • National Association of Logistics and Distribution Professionals
  • International Council of Nurses
  • International Association for Contract & Commercial Management (IACCM)
  • Toastmasters
  • Institute for International Supply Chain Management (IISCM)
  • Jaycees
  • American Marketing Association
  • Freemason

Certifications

  • Certified Warehouse & Distribution Operations Specialist
  • Certified Collaborative Customer Relationships Advocate
  • ServSafe
  • Supply Chain Operations Reference (SCOR-P) Certification
  • CompTIA Security+
  • Certified Public Accountant
  • Distribution and Logistics Professional Certification
  • Apple Certified Associate (ACA)
  • Certified Distribution Manager (CDM)
  • CompTIA A+ Technician

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