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Skills

  • Professional telephone demeanor
  • Stocking and replenishing
  • POS systems expert
  • Complaint resolution
  • Effective use of ERP systems (HubSpot)
  • Data accuracy improvement
  • Retail store support
  • Customer communication for defective products
  • Customer issue escalation management
  • Order fulfillment

Work Experiences

  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Facilitated framework orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Customer service training processes were implemented and developed by me.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Supported inventory distribution decisions with documentation and calculations.
  • Assisted and cross-trained other customer service managers.
  • By maintaining a secure environment and workflows, I was able to reduce product loss by 18% over the course of 9 years.
  • Handled over 6 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Averaged 12 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.

Summaries

  • Jira inventory tracking systems are something I know a lot about.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • Worker with a strong understanding of procedure organization and process product issues.
  • Achieved success in providing unsurpassed customer service.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Customer service specialist with experience in lead generation, customer relationship development, and sales.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to framework regulations and process department guidelines.
  • Expert at providing relevant information and options for resolving problems effectively.

Accomplishments

  • Collaborated with metric to optimize third-party return shipments, reducing return-related delays by 12%.
  • Documented and resolved system which led to process.
  • Worked cross-functionally with IT and logistics teams to implement a new returns management system, boosting overall return process efficiency by 82%.
  • Trained 11 new team members in safe handling and processing of defective returns, improving overall efficiency by 33%.
  • Ensured compliance with Ironclad Systems return policies, achieving a 48% accuracy rate in return logging and documentation during audits.
  • Led initiatives aimed at improving root cause analysis, identifying the key issues in 3 return claims, and reducing error-related disputes by 24%.
  • Reduced misclassified SKU returns by 37% through vigilant inventory control and regular training of associates.
  • Resolved 14 product disputes, successfully recovering $18 in merchandise credits towards future orders over a span of 14 months.
  • Provided exceptional customer care by solving 4 complex return issues over the phone, reducing escalation cases by 65%.
  • Maintained accurate records for over 3 return cases per week, ensuring proper retention and retrieval of documentation during 2019 audit.

Affiliations

  • American Production and Inventory Control Society (APICS)
  • International Warehouse Logistics Association (IWLA)
  • Professional Retail Store Maintenance Association (PRSM)
  • Society of Women Engineers
  • Certified Materials & Resource Professional (CMRP)
  • Association for Computing Machinery
  • Association for Advancing Automation (A3)
  • Retail Merchandising and Store Design Association (PAVE)
  • Merchant Advisory Group (MAG)
  • Freemason

Certifications

  • Certified Inventory Optimization Specialist - Meridian
  • Forklift Operator Certification - Lakeside Partners (2016)
  • Certified Logistics Associate (CLA) Meridian
  • Certified Reverse Logistics Professional – Brightline
  • Certified Process Manager (CPM) – Meridian
  • Lean Management Certification – Harbor & Co.
  • Customer Relationship Management (CRM) Certification - Brightline
  • CompTIA A+ Technician
  • Certified Customer Service Specialist (CCSS) - Vantage
  • Certified Distribution Supervisor (CDS) – Beacon Labs

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