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Skills

  • Return policy development
  • Refund and credit accuracy
  • Customer feedback loop integration
  • First Aid/CPR
  • Project organization
  • Customer satisfaction improvement
  • Budgets
  • Advanced proficiency in Microsoft Excel
  • Customer service
  • Escalated returns resolution

Work Experiences

  • Was responsible for opening and closing the store on my own when necessary, as well as preparing the nightly bank drop for the manager.
  • Clarified the return process.
  • Folded and arranged metric merchandise in attractive displays to increase sales.
  • Collaborated on return policy guidelines in 2021.
  • Achieved a 40% decrease in churn rate.
  • Contributed to the development of new return policy guidelines.
  • Educated customers about promotions to increase sales.
  • Assisted customers in completing purchases, locating items, and enrolling in reward programs in order to increase customer loyalty, satisfaction, and sales.
  • Addressed deviations quickly.
  • Increased the team's revenue by over $15 in sales.

Summaries

  • Champion of process improvement.
  • Agile Returns Coordinator experienced in managing 18 returns daily, ensuring timely and accurate processing across international and domestic segments. Committed to improving team output and reducing errors.
  • Product merchandising, payment processing, and cleaning knowledge.
  • Collaborated with warehouse, customer service, and legal departments.
  • Boosted operational efficiency.
  • Collaborated effectively across departments.
  • Consistently sought process efficiencies.
  • Analyzed return trends.
  • Achieved precise logistical oversight.
  • Achieved a 17% reduction in fraud-related returns.

Accomplishments

  • Maintained ongoing communication with customers on the status of returns, reducing follow-up inquiries by 11%.
  • Trained new employees on returns processing procedures, achieving 6% proficiency among new hires within their first 8 weeks of employment.
  • Achieved 67% successful processing of same-day returns, exceeding departmental efficiency targets.
  • Developed and conducted fraud prevention training for the returns team, decreasing fraudulent return claims by 47%.
  • Assisted in resolving high-conflict cases, using effective communication skills to de-escalate and resolve issues.
  • Designed a customer feedback loop to capture insights from return processes, improving resolution times by 81%
  • Coordinated warrantied returns with external vendors, ensuring replacements or refunds were processed within 16 business days.
  • Worked with product teams to identify recurring return reasons, reducing product-related grievances by procedure.
  • Documented and resolved process which led to framework.
  • Coordinated a smooth transition to contactless returns, resulting in a 18% reduction in queue times and improved processing speed.

Affiliations

  • American Society of Transportation & Logistics (ASTL)
  • Association for Supply Chain Management (APICS)
  • International Warehouse Logistics Association (IWLA)
  • Strategic Account Management Association (SAMA)
  • Certified Logistics Professional (CLP) Network
  • Society of Human Resource Management
  • Association of Certified Fraud Examiners (ACFE)
  • Society for Human Resource Management (SHRM) - Supply Chain Division
  • Institute of Operations Management (IOM)
  • Association for Computing Machinery

Certifications

  • Certified Refunds Specialist (CRS)
  • Customer Service and Support Certified (CSSC) by Help Desk Institute (HDI)
  • Apple Certified Associate (ACA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Certified Professional Cloud Architect
  • First Aid/CPR Certified
  • Certificate in Distribution and Inventory Management
  • CompTIA Network+
  • Logistics, Supply Chain, and Shipping Masterclass 2015
  • SHRM Certified Professional (SHRM-CP)

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