Customer Service Sales

*** *. ****** **. ******** CA. ***** C: 323-***-**** E: **********@*****.***

Professional Summary

Successful project management and customer service operations professional with 10 years combined experience. I’ve led technical initiatives while implementing internal control procedures to ensure operations remained within company targets and objectives. On the retail aspect, I maximize bottom line performance through merchandising, inventory management, loss control and staff training and development. I’m also a qualified English/Spanish translator working with multiple clients and connections and in the process of expanding subject matter expertise.

Core Qualifications

-Process Improvements - Training and Development

-Customer Service - Project Coordinator

-Sales & Retail Management - Data Management

-Systems Analyst - English/Spanish Translation

Professional Experience

Driver Partner/Eats – Uber – December 2016 – Present

Provide transportation to the local community while providing world class customer service to customers

Delivery of food to clientele in a timely manner

Assistant Store Manager – 99 Cents Only Store (Temple City, CA.) October 2014 – February 28, 2017

Provide world class customer service by providing information to customers; answering questions; obtaining merchandise requested; completing payment transactions and investigating customer complaints and service suggestions.

Increase customer base by originating merchandise display on windows, sales floor and showcase and VIP sections via the Merchandise Calendar planogram

Train and develop store staff by reviewing orientation to products and sales training materials; delivering training sessions; reviewing and monitoring performance results, and learning needs with retail store manager while developing and implementing new product training.

Management merchandise inventory levels; anticipating customer demand ad delivery receipt.

Prepare daily sales and weekly reports by collecting, analyzing and summarizing information while maintaining quality service by enforcing organization standards and best practices.

Procter & Gamble (Woodland Hills, CA.) October 2004 – May 2011

Transformation Project Leader (2008-2011)

Managed multiple order management platforms including EDI and O4 systems.

Coordinated and maintained EDI processes for multiple clients; evaluated existing system and operating procedures addressing deficiencies in the interfacing of various internal systems, production improvement recommendations, adhere to all change control guidelines.

Worked to solve EDI production technical problems, worked closely with IT and SAP experts ensuring quick resolutions to issues and system maintenance; wrote reports for proper operational procedures.

Expanded EDI portfolio with the implementation of 4 new major clients; customized solutions ensuring all client expectations were met.

Coordinated with Management to assist, update, and train Customer Service Representatives regarding PDA O4 programs and changes, in addition to any specific Discussion Board issues or changes.

PDA testing and verification of promotions, new products, PRW’s, etc to ensure proper order flow from PDA.

Responsible for coordinating changes with Marketing, IT, and Product Supply Departments.

Customer Service Systems Analyst (2006-2008)

1st level of support for the field salesforce providing solutions to incidents regarding data integrity and technical issues.

Provided regular weekly communications to regarding system outages, problem resolutions and data changes to the sales force and customer service operations.

Analyzed and provided technical support for solutions regarding interfacing between SAP and O4 with the SMEs (subject matter experts) and programmers.

Documented, evaluate and create business and workflow processes and systems; submitted recommendations for optimization and simplification between sales and operations.

Analyzed project requirements and coordinated work with internal and external groups to ensure alignment with business objectives and direction. Collaborated with process owners to identify Key Performance Indicators and developed methods to measure performance

Customer Service Representative (2004-2006)

Managed customer orders, inquiries, complaints and billing questions including payment extension and credit transactions

Handled 200 calls daily and processed 150+ transactions including credits, returns and market mgt. consistently meeting performance benchmarks (KPI)

Consistently attended Product Knowledge seminars and built capability via online teaching resources including certifications via resources such as Rapid Learn.

Education

Chatsworth Hg. School

Los Angeles Pierce College - Business

California Department of Insurance - Personal Lines Broker Agent License

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