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Skills

  • Process improvement
  • Expense reporting
  • Operational Standardization
  • SharePoint
  • Data analysis
  • Cost-saving initiatives
  • Work control processes
  • Operations tracking
  • Technical issues analysis
  • Onboarding documentation

Work Experiences

  • Addressed critical supply shortages.
  • Achieved a 84% reduction in stock discrepancies.
  • Coordinated product movements and deliveries with freight forwarders and carriers.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Coordinated with vendors, customers, and internal departments to understand, monitor, and communicate risk assessment.
  • Adeptly handled customer escalations for method accounts by utilizing conflict resolution skills, achieving Top Performer for excellence in customer support.
  • Analyzed key performance indicators (KPIs) for the customer support team.
  • Scheduled timely repair and routine maintenance services to avoid interruptions in office production.
  • Achieved a 75% improvement in order accuracy.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Achieved a 66% success rate.
  • To drive positive customer experiences, fosters a collaborative team environment.
  • Excellent quality assurance and data analysis knowledge.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Specializes in standard and framework product troubleshooting.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Achieved a 63% reduction in operational backlogs.
  • Accomplished this within 18 months.

Accomplishments

  • Collaborated with the operations team to design process improvements that lowered operating costs by 25% annually.
  • Implemented a KPI monitoring system for customer support, which resulted in an average increase of 67% in customer satisfaction scores.
  • Spearheaded cross-functional team meetings to improve processes, resulting in decreased project completion time by 27%.
  • Worked closely with the IT department to fix data system bugs, resulting in a resolution timeframe improvement of 51%.
  • Enhanced customer support ticketing system, increasing issue resolution rates by 84% and reducing escalations.
  • Standardized shipping procedures to ensure compliance, improving the on-time shipment metric by 39%.
  • Documented and resolved initiative which led to process.
  • Initiated an overhaul of communication protocols, which reduced error rates in customer data by 75%.
  • Reduced overall ticket volume by 22% through root cause analysis of recurring issues and implementing preventive measures.
  • Automated recurring ticket assignment workflows, reducing manual processing time by standard per day.

Affiliations

  • Lions Club
  • Association for Supply Chain Management (APICS)
  • Society for Human Resource Management (SHRM)
  • National Association of Social Workers
  • Affiliate, International Institute of Business Analysis (IIBA)
  • National Business Association (NBA)
  • Project Management Institute (PMI)
  • Global Operations Support Association (GOSA)
  • Affiliation with The Order Operations Manager Association (OOMA)
  • Council of Supply Chain Management Professionals (CSCMP)

Certifications

  • Oracle NetSuite Certification for Logistics and Supply Chain Users
  • Cisco Certified Network Associate (CCNA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Customer Service Specialist (CCSS)
  • Certified in Risk and Information Systems Control (CRISC)
  • Salesforce
  • CompTIA Security+
  • ISO 9001 Quality Management Systems Auditor Certification
  • Scrum Master Certified (SMC)
  • ServSafe

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