Customer Service Quality Assurance

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Summary:

Highly skilled, experienced, and detailed oriented Customer Service & Operations Expert with 15+ years of leadership experience in Supervisory Management, Quality Assurance and Customer Success. Skill Areas:

Professional Experience:

Operations Support Specialist • Ennis Tag and Label • 2019 - Present

• Supports the daily operations of the organization providing logistical support, warehouse support, and customer support to streamline processes.

• Coordinates, prepares, and processes various administrative programs and requirements including payroll, budget, and purchasing.

• Prepared a variety of operational documents, forms, reports, records, and summaries.

• Enters and analyzes data and retrieves information from customer databases; and maintains automated and manual files.

• Coordinates and provides operational support to assist in the management of company operations, programs, and services.

• Supervises assigned activities of organizational support, administrative and office functions; reviews and processes a variety of internal and external reports.

• Reviews and summarizes a variety of fiscal, statistical, and administrative information; preparing related reports and memoranda.

• Enters data into assigned databases, to include information from administrative functions and from operational and program activities.

• Orders office supplies, coordinates travel arrangements and reservations; and maintains calendars for management staff as required.

Lead Quality Control Specialist (Remote) • Blanca Veils • 2016 - 2019

• Developed and implemented local site QA documents and recorded requirements with oversight from direct supervisor and CEO.

• Coordinated and implemented strategies and programs for logistics, storage, and distribution.

• Verified regulations and ensured ongoing compliance with regulations along with timely resolution of deficiencies as needed.

Finance

Research

Collections

Compliance

Data Analysis

Quality Control

Communication

Team Leadership

Inventory Control

Customer Service

Program Support

Quality Assurance

Customer Success

Human Resources

Strategic Planning

Report Development

Project Management

Change Management

Process Improvement

Performance Analysis

Account Management

Logistics Management

Training & Development

Operations Management

Warehouse Management

Relationship Management

Administrative Management

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• Lead facility compliance to policy and regulations through verification of monitoring records created by warehouse operations teams.

• Executed monthly internal inspections, audits, track findings; and assigned and ensured closure of corrective actions in a timely manner.

• Scheduled and delivered professional training and development for all team members, and coordinated onboarding programs.

• Investigated, logged, tracked and reviewed customer complaints; implementing corrective actions as needed.

• Partnered with organizational leadership in the establishment of quality assurance objectives on an annual basis; and fulfilled additional warehouse responsibilities and needed. Operations Supervisor • Texas Book Company • 2007 - 2015

• Managed operations and processes for the organization; creating and implementing departmental strategic plans to drive continuous improvements.

• Responsible for overseeing the execution of department work tasks to ensure target metrics and SLAs are met (pick, pack, ship, receive, transfer, etc.).

• Ensured daily labor planning, effectively allocated team member tasks to maximize productivity with workforce planning.

• Served as the liaison between senior management and team members providing ongoing mentorship and support while managing inventory and supply levels.

• Ensured compliance within department including Labor Laws and Health and Safety compliance.

• Reduced and eliminated company and organizational expenses to support organizational growth saving the company time and money.

Prior Experience & Internships:

Inventory Control Supervisor • Texas Book Company • 1999 - 2007 Technical Skills: Microsoft Office Suite Machine Operations CRM Salesforce Career Highlights:

• Maintained inventory levels for more than 600,000 units valued up to $1M.

• Successfully developed and implemented policies and procedures to ensure accuracy of the inventory of more than 800,000 units valued at $1.4M.

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