Customer Service Project Management

DANIEL UZOCHUKWU IGBOKWE

**** ******** *****, ********** ** 08536

ad5st0@r.postjobfree.com, 443-***-****

OBJECTIVE: To obtain a position within a company that strives for exceptional delivery of goods and services to clients with excellent customer service experience. To also, promote safe work environments, emphasize, and adhere to all safety policies within any organization.

EDUCATION: COMMUNITY COLLEGE OF BALTIMORE COUNTY Baltimore, MD

Major: Project Management

Expected Year of Graduation: Pending

EXPERIENCE:

K POWER GLOBAL LOGISTICS/WILLIAMS-SONOMA INC

Nov’23–Present Operations Lead: South Brunswick, NJ

●Analyze productivity reports for all the shipping operations team.

●Assist the team with complex cases and know when to escalate issues as necessary.

●Foster a strong work ethic among associates by working and collaborating as a team.

●Encourage safety awareness and nurture a safety culture within the company.

●Manage team tasks by allocating resources according to the demand.

FEDEX GROUND

Jul’19–Aug’ 22 Operations Manager II: Dayton, NJ

●Manage 40-100 employees. Management responsibilities include, but are not limited to hiring, terminations, coaching, training, recognition and rewards, performance evaluation and management, discipline, addressing employee concerns and staff productivity.

●Lead the pre-sort and daily structured safety meetings.

●Analyzes metrics such as the Trailer Load Scans (TLS), Package Handlers’ Productivity and Cube reports.

●Identifies hazardous and air restricted items on a conveyor system and processes such items appropriately.

●Diversify packages to specific destinations using a variety of devices controlled by task-specific software, such as the Integrated Sortation System (ISS), Transportation Management System (TMS) and the Warehouse Management System (WMS).

●Utilize the Transportation Management System (TMS) for route optimization, modal conversion, carrier management, load execution, freight tracking and status updates.

●Seek opportunities to improve shipping efficiency and gain real time supply chain visibility to ensure customer satisfaction.

●Plan, organize, staff, direct and control specific day-to-day operations.

●Responsible for assigning and managing employees to ensure the safe and efficient sortation of packages through the facility, minimizing operational cost and maximizing operational quality, including the movement, tracking and administration of trailers (in conjunction with the linehaul department as applicable).

●Analyze operational performance through direct observation, interpretation of reports and collaboration with others.

●Determines opportunities for improvement of key metrics and executes action plans to achieve results.

●Lead daily employee and/or planning meetings to ensure workforce communication and understanding of operational updates and daily goals; Includes communication and public speaking to small and large audiences on a regular basis.

●Participate in the development of and responsible for administering company employee relations strategies, including maintaining the confidentiality of such material and matters.

●Participates in the development of and responsible for administering company safety strategies and programs.

●Investigates, resolves and/or escalates customer service issues, as appropriate.

●Responsible for training new employees regarding job duties and performance expectations and ensuring compliance with FXG policies, procedures, and other training requirements, including but not limited to training related to quality assurance, SWAK, hazardous materials, Video Event Data Recorder (VEDR) coaching, and dock safety.

●Mentor and develop critical skill set for new and/or less-experienced Operations Managers.

●Ability to adapt quickly to change to meet dynamic business needs. Display flexibility and an appropriate sense of urgency, while leading and engaging employees in a positive and professional manner.

ASHLEY FURNITURE HOMESTORE

Jan’19- Oct’19 Customer Service Representative: Edison, NJ

●Liaise with various departments within the company on behalf of the guests, ranging from the corporate call center to the warehouse.

●Confirm, schedule, and reschedule delivery dates and technicians’ appointments.

●Assist with opening tickets for guests calling in to request services on defective merchandise. Follow through till the issue gets positively resolved.

FEDEX SMARTPOST

Oct’18-July’19 Package Handler: East Brunswick, NJ

●Ensure successful transfer and delivery of goods to intended destinations.

●Sorts packages for delivery

●Operates heavy machinery, such as forklifts, tuggers, walkie riders and hydraulic conveyor belts.

SMITH AND NEPHEW Elkridge, MD

June’17-May’18 Courier Service/ Independent Contractor:

●Deliver surgical equipment to hospitals within the DMV region.

●Pick-up surgical equipment from hospitals within the DMV region

●Inspect surgical equipment, check them into the system under specific doctors’/patients' names at the various hospitals.

BANK OF AMERICA Hunt Valley, MD

Sep’14-Mar’15 Bank Customer Service Representative:

●Assist customers with routine account-related requests such as: funds transfers, automatic funds transfers (AFTs), stop payments, inquiries about bank deposit products and service charges, inquiries about ATM (Automated Teller Machine) and debit card usage and limits, inquiries about checking and savings accounts transactions, inquiries about funds availability, and check verification requests by third parties.

●Research and resolve customer problems, acting as the customer liaison between other bank departments when necessary.

●Research customer questions regarding electronic funds transfers and initiate “Reg E” disputes when appropriate, including the completion of all necessary documents and affidavits.

●Cross-sell bank products and services based on customer needs in accordance with the banks’ program standards.

●Relate customer requests for service charge rebates to the assistant vice president and vice president of operations.

●Process necessary paperwork to rebate customer service charges.

●Verify information on ATM/debit card applications to the information in the customer database. Send exceptions to personal banking counselors for corrections.

●Update the system with messages regarding ATM/debit cards and service charge rebates.

INNOVATIVE SERVICES Owings Mills, MD Nov’13-Aug’ 15 Client Customer Service/Caregiver:

●Responsible for administering prescribed medications to patients and maintaining related confidential medical records.

●Take and make calls to and from clients’ families to assure them of the welfare of the clients, notify them of changes that could take place in the unit, medication and visiting hours.

●Ensure residents’ safety and satisfaction is priority by protecting and supporting residents’ rights and immediately reporting any violations to the appropriate personnel.

●Negotiate transportation for clients to and from their day programs by contacting transport companies such as the Maryland Transportation Authority (MTA), Veolia.

●Take an active role in providing quality care and services by contributing to the residents’ positive outcomes and the organization’s success.

●Resolving client issues.

●Verify the identity of patient receiving medication and must record name of drug, dosage, and time of administration on specified forms or records.

●Take vital signs and observe patients to detect response to medication.

●Promote residents’ independence by taking the needed time to work with them while encouraging them to live life to the fullest.

WAL-MART Ellicott City, MD

Jul ’13-Sep ‘13 Overnight Stocker/Customer Service & Sales:

●Provided excellent customer service by responding to customer requests for information and service by applying the “three feet rule.”

●Contacting different departments to find out what items are in stock and which ones are needed.

●Stocking the shelf with required products and materials in the different departments.

●Took calls from vendor services to go over inventory.

RESORT HEALTH SERVICES Baltimore, MD

Jan-May 2013 Certified Medication Technician (CMT):

●Administer and document medication under the supervision of a licensed nurse.

●Report all hazardous conditions, defective equipment and accidents or incidents to the charge nurse immediately.

●Provide physical care to residents while assisting the charge nurse in accordance with established nursing care procedures.

●Perform the duties of a Certified Nursing Assistant (CNA) when needed or as directed.

SKILLS: Ability to inspire a shared vision and empower and motivate a team • Demonstrated ability to build professional rapport, effectively lead a team and positively influence diverse groups • Proven ability to apply sound business judgment to establish and accomplish goals • Verbal and written communication skills necessary to communicate with various audience levels and group sizes • Ability to effectively provide employees instruction on process and practice • Ability to read, interpret and draw conclusions from numerical data and written information • Software skills, including use of Microsoft Office software and web-based applications • Ability to maintain a working knowledge of relevant technology-based projects, including various devices and computer- based applications • Ability to mentor, coach and act as a knowledge resource to other employees.

REFERENCES: Available upon request.

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