Customer Service Management

Josette R. Crawley

**** ********** **** ( Alton, VA

24520

Home: 434-***-****

E-mail: *********@*******.***

PROFESSIONAL PROFILE

Quality-driven professional. Creative problem solver with the ability to be

multi-tasked, industrious, competent and resourceful in the execution of

every task. Advanced presentation and relationship development abilities.

Core Knowledge & Skill Areas:

( Team Training & Mentoring ( Process Redesign (

Kronos & Authoria Management

( Technical Writing ( Customer Relationships (

Distribution Outbound Operations

( Behavior Analysis ( Inventory Management (

Service Strategies / Solutions

PROFESSIONAL EXPERIENCE

Dollar General Distribution Center, South Boston, VA Repack Department

Supervisor

< Supervise a staff of forty + employees

< Evaluate employees annually with the use of Authoria performance

evaluation systems

< Monitor and make any necessary edits to employees' payroll information

using Workforce Central 5.0 Kronos software

< Facilitate the development of training programs for new department

initiatives

< Schedule moves/prioritize orders for department using WMS system

< Update inventory as adjustments become available

< Ensure daily housekeeping duties are completed

< Perform EOS (End of Shift) duties to record the department's workday KRAs

(Key Result Areas)

< Use PM (Performance Management) to shape employees' work behaviors

< Report to Department and Operations Managers daily on department KRAs

< Partner with other department Supervisors to ensure there are no gaps in

operation's daily staffing support

< Work with Training to schedule employees for cross training and job

performance audits

< Conduct ESS Inventory counts to ensure inventory accuracy

< Assist Senior Management in the development of processes to manage new

department initiatives (Cool Room Picking, Voice Pick and Frasier

Decking)

< Assist Human Resource department in personnel selection processes for

intermittent positions

< Assist Senior Management in Focus group conferences for Conflict

Resolution processes

< Provide supervision and process management over the installation of a new

shift to the Repack department

< Developed Safety Action Plan for department employees to focus on

emergency evacuation procedures, utility knife usage, correct lifting

techniques and housekeeping

< Participated in the CAT (Career Awareness Training) program as a DG

representative at a Campbell County middle school Career Fair

2005-2010

Josette R. Crawley

Page 2

... Professional Experience, Continued

Dollar General Distribution Center, South Boston, VA Casepack Department

Coordinator

< Provided assistance to Casepack Supervisors with employees' work zone

assignments

< Assisted in the development of training programs for new department

initiatives

< Scheduled moves/prioritized orders for department using WMS system

< Updated inventory as adjustments became available

< Assisted in the execution of EOS duties to record the department's

workday KRAs (Key Result Areas)

< Received instruction on the use PM (Performance Management) to shape

employees' work behaviors

< Partnered with other department Supervisors to ensure there were no gaps

in operation staffing support

< Worked with training to ensure employees were cross trained and audited

on job performance

< Ensured daily housekeeping duties were completed

2004-2005

Dollar General Distribution Center, South Boston, VA Merge Operator

< Monitored the GSMi and Siemens- Dematic monitors and the WMS system to

ensure the flow of cases over the company's conveyor system was

uninterrupted

< Communicated with Outbound Operations departments about jams in their

work zones

< Notified Maintenance department of mechanical malfunctions and Lock

Out/Tag Out situations

< Maintained daily log of runtimes and downtimes during shift's Merge

operation

< Cleared jams on conveyor's Induction lanes

< Provided assistance with employees' daily work station assignments

< Ensured daily housekeeping duties were complete

1997 - 2004

Sears, Danville, VA Sales Associate

< Monitored inventory daily and reported discrepancies to Management

< Tracked orders for sales reporting

< Provided customer service on order discrepancies

< Provided telecommunication support for customer service

< Partnered with other stores to access inventory availability

< Provided accounts payable and receivable services for customers

< Ensured integrity of store displays and performed housekeeping duties

daily

1996 - 1997

EDUCATION

University of Virginia, 1990-1992

John Tyler Community College, 1993-1994

Danville Community College, 1993

Mary Baldwin College, current

HONORS / CERTIFICATIONS

Dean's List, John Tyler Community College, 1993-1994

SOP Master Craftsman for Dollar General Corporation, 2006

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