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Skills

  • Process improvement
  • ERP (Enterprise Resource Planning) systems
  • Team building
  • Problem resolution
  • Technical issues analysis
  • Project organization
  • Technical documents comprehension
  • Manual process reduction
  • Carrier negotiation
  • First Aid/CPR

Work Experiences

  • Communicated effectively with logistics teams.
  • Collaborated with the account management team.
  • Achieved a 82% improvement in order fulfillment timelines.
  • Awarded in 2019.
  • Achieved results in 2019.
  • Authored in-depth troubleshooting guides used by the team, reducing average case escalation rates by 17%.
  • Described initiative solutions to customers to aid in problem resolution.
  • Collaborated with the IT department.
  • Built strong relationships with external suppliers, ensuring minimal disruptions and maintaining a 32% on-time supply rate.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.

Summaries

  • Clear understanding of process improvement and quality assurance as well as client relations training.
  • Achieved a 59% boost in first-contact resolution.
  • Order Support Specialist is a multi-talented Order Support Specialist who is consistently rewarded for planning and operational improvements.
  • ITIL and Six Sigma are proudly certified.
  • Achieved top order accuracy.
  • Accomplished Order Support Specialist with 2 years of experience managing escalated orders and troubleshooting logistics issues. Proficient in shipment tracking and coordinated over 11+ orders daily for timely delivery.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Costs were consistently reduced while profits were increased.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Accomplished Order Support Specialist noted for reducing shipment delays by 70% by negotiating with carriers and fostering positive vendor relationships. Excelled at improving delivery efficiency and customer satisfaction.

Accomplishments

  • Updated shipment tracking procedures, reducing late shipments to customers by 85% over 7 months.
  • Provided ongoing training to team members on best practices for customer interactions, increasing positive feedback by 79%.
  • Developed performance metrics tracking for the team, leading to a 52% increase in productivity in Q4, 2015.
  • Resolved product issue through consumer testing.
  • Successfully resolved stock discrepancies within the warehouse, minimizing backorder issues by 23%.
  • Led an initiative to identify order backlog points, decreasing average order completion times by 47%.
  • Created standardized response templates for common inquiries, reducing email response times by 23% across the department.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully supported migration to a new order management system, ensuring a 18% reduction in post-rollout support tickets.
  • Managed relationships with international vendors, resulting in a 20% increase in successful, on-time deliveries.

Affiliations

  • National Association of Social Workers
  • Society for Customer Experience Professionals (SCEP)
  • Certified Professional in Supplier Relationship Management (CPSRM)
  • Rotary International
  • American Medical Informatics Association
  • Order Fulfillment Professionals Group
  • Professional Association of Inventory Control Specialists
  • Association for Operations Management (AOM)
  • America's Professional Association for Customer Support & Order Fulfillment (APACSOF)
  • The National Association of Order and Billing Professionals (NAOBP)

Certifications

  • Google Certified Professional Cloud Architect
  • IATF 16949 Certification for Supply Chain Management
  • EDI (Electronic Data Interchange) Specialist Certification
  • Salesforce
  • Apple Certified Associate (ACA)
  • Cisco Certified Network Associate (CCNA)
  • Customer Data Management Certification by Salesforce
  • Inventory and Stock Management Certification by Lakeside Partners
  • Customer Service Management Certification by Brightline
  • Lean Six Sigma Yellow Belt Certification

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