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Skills

  • Inventory and Stock Control
  • Escalated issue resolution
  • Stocking and replenishing
  • Key stakeholder relationship building
  • Staff education and training
  • POS systems expert
  • Complaint resolution
  • Delivery scheduling
  • Warehousing functions
  • Retail materials management

Work Experiences

  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Assisted and cross-trained other customer service managers.
  • Was in charge of high-volume paperwork and worked with the framework department to resolve billing and shipping issues.
  • Taught new employees about the company's operations, policies, and services.
  • Kept the metric and category areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Handled over 7 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Provided primary customer support to internal and external customers in a fast-paced environment.

Summaries

  • Strengths in risk assessment and process improvement backed up by Miscellaneous training.
  • Committed to providing world-class customer service while remaining professional.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate system systems is one of my specialties.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to process regulations and framework department guidelines.
  • Order Service Representative is a service-oriented Order Service Representative with unrivaled customer service, task prioritization, and time management skills.
  • Very knowledgeable about Jira, as well as framework competitors and offerings.
  • Dedicated to meeting and exceeding metric objectives through effective communication and system abilities.
  • Worker with a strong understanding of standard organization and framework product issues.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Customer service specialist with over 7 years of experience resolving account and service issues for Miscellaneous clients.

Accomplishments

  • Automated processes using Workday, reducing manual order entry effort by 19% and cutting processing time in half.
  • Planned and executed a project aimed at automating the order validation process, saving 39% of work hours across the operations team.
  • Managed high-profile client orders valued at $17, ensuring prompt processing and resolving any logistical challenges efficiently.
  • Developed training and onboarding materials for new employees, shortening the learning curve from 10 weeks to 14 weeks.
  • Reduced overall shipping time by spearheading a coordination initiative between the warehouse and logistics departments, improving delivery times by 46%.
  • Successfully managed and resolved client inquiries related to order discrepancies, culminating in a 23% increase in repeat customer orders.
  • Collaborated with team of 6 in the development of process.
  • Successfully processed an average of 16 high-value purchase orders per day, maintaining order fulfillment accuracy over 14%.
  • Played a key role in reducing shipping delays by 49% after implementing a real-time status update system in collaboration with the logistics team.
  • Collaborated with the sales team to upsell products during order verification calls, boosting revenue by $16 quarterly.

Affiliations

  • World Commerce and Contracting Association (WCCA) – Member contributing to discussions on financial dispute resolution in customer invoices.
  • American Purchasing Society (APS) – Contributed to knowledge-sharing initiatives involving effective purchase order management.
  • Rotary International
  • Professional Association for Customer Engagement (PACE) – Attended annual summits on improving customer communication and order follow-up.
  • Association for Supply Chain Management (APICS)
  • Association for International Shipment and Freight (AISF) – Regular conference participant on tightening coordination with freight carriers for prompt deliveries.
  • National Business Association (NBA) – Member since 2019, collaboratively working on strategies for preventing discrepancies in financial and order records.
  • American Medical Informatics Association
  • American Logistics Association (ALA) – Member, engaging in procurement workshops to reduce shipping delays and improve logistics.
  • Customer Experience Professionals Association (CXPA) – Joined year-round events promoting customer service excellence and returns management.

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Lean Six Sigma Green Belt – Summit Group, 2022
  • Certified Customer Support Specialist (CCSS) – Northwind, 2022
  • Google Certified Professional Cloud Architect
  • CompTIA A+ Technician
  • Certified Public Accountant (CPA)
  • Customer Service Representative (CSR) Certification - National Retail Federation
  • Supply Chain Analytics and Technology Certification Meridian
  • Certified Procurement Professional (CPP) - Ironclad Systems

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