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Skills

Freight operations
Stockroom procedures
Project management abilities
In-store support
Cross-departmental collaboration
Customer service
Product organization
Data evaluation
Training and mentoring
Report creation

Work Experiences

Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
Expressed gratitude for the business and invited and encouraged customers to return.
Prepared and sold a diverse range of customized merchandise to both individuals and businesses.
Lead on-site and off-site customer support teams across multiple time zones.
Provided Workday consultations to customers, addressing category concerns.
Answered 15 daily phone calls in order to efficiently resolve standard customer issues.
Kept meticulous records of all customer accounts, including actions taken, issues resolved, and initiative data.
Increased productivity by providing CSR performance feedback for corrective action.
Helped customers with their questions and concerns, which resulted in a 11% reduction in complaint calls.
Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.

Summaries

Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.
Managing paperwork, collecting payments, and resolving issues are all skills I have.
Capable Return Processing Associate who understands how to manage procedure routes while providing excellent customer service.
Customer service professional who is used to working in a fast-paced initiative call center environment.
Client service professional with 10 years of experience interacting with clients.
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Effective Return Processing Associate with 10 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
Return Processing Associate who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
Effective at dealing with people in stressful and confusing situations in order to address benefits needs and navigate the structures of metric agencies.

Accomplishments

Coordinated closely with shipping and receiving teams to identify product discrepancies, reducing return order discrepancies by 31% over the course of 6 months.
Sourced and implemented new packaging and shipping solutions that reduced return damage by 63% and led to savings of $4 annually.
Standardized return forms and procedures, resulting in a 63% faster return request approval process.
Mentored junior team members on effective return handling processes, driving a 75% improvement in overall team productivity.
Processed an average of 11 return orders daily while maintaining a 52% accuracy rate, surpassing service-level agreement targets.
Awarded 'Associate of the Quarter' for achieving the highest return request processing accuracy across the department (84%).
Utilized Workday inventory management software to track and process returned products, improving return stock reconciliation accuracy by 51%.
Collaborated with warehouse team to optimize pallet loading procedures for returned items, decreasing returned product damages by 70%.
Proactively monitored return trends and collaborated with vendors and customers, reducing processing delays by 84% over 18 months.
Created and reported key performance metrics for the return department, helping leadership make data-driven decisions and improving return cycle time by 16 days.

Affiliations

Active participant in the Returns Management Advisory Council (RMAC), a platform for return policy innovations and fraud prevention strategies
Active member of the Association for Operations Management (APICS), specializing in return cycle efficiency
Volunteer for logistical support activities at the National Warehouse Management Conference (2020)
Member of the International Association for Operations Management Professionals (2019–Present)
Affiliated with the Fraud Prevention Network, enhancing return fraud detection capabilities
Active contributor to the Returns Data Analytics Network, supporting better prediction and preparation for peak periods
Active participant in the Supply Chain Professionals Forum, focusing on optimizing return processes (2019–Present)
Certified member of the Association for Retail and Consumer Professionals (ARCP) ITIL in returns and refunds policies
Attended workshops conducted by the Reverse Logistics Association (RLA) to improve returns-related operations and efficiencies
Member of the Professional Returns Processing Association (PRPA), an organization dedicated to the advancement of return management professionals

Certifications

Certifications in Cost Control for Inventory - Lakeside Partners
SHRM Certified Professional (SHRM-CP)
Certified Returns Fraud Specialist - Brightline
Supply Chain Certification - Institute for Supply Management (ISM)
Certified Supply Chain Analyst (CSCA) – International Supply Chain Education Alliance (ISCEA)
Lean Six Sigma Green Belt Certification – Meridian
Certified Supply Chain Professional (CSCP) – APICS
Certified Process Optimization Professional - Harbor & Co.
Certified in Production and Inventory Management (CPIM) – APICS
Cisco Certified Internetwork Expert (CCIE)

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