Profile: Customer Service Lead ~ Client Relationship Management
Proven background in key leadership roles within service, pharmaceutical and retail sectors
Over 15 years of success and contributions in Customer Service and Client Relationship Management supporting key operational plans and programs for sustained customer satisfaction and profitability.
Readily embrace challenges and resolve problems; applied new processes and procedures that improved operations and enhanced customer satisfaction.
Exceptionally well-organized with outstanding communication (written/verbal) and administrative skills; record and maintain data with highest regard to accuracy and process a variety of forms for optimal account management services.
Quick learner who can readily adapt to any environment and produce immediate results.
Technically proficient in MS Word, Excel and readily adapt to new programs and technologies.
Core Competencies Include:
• Sales & Servicing • Account Management
• Team Building & Leading • Staff Training & Development
• Communications & Presentations • Recording & Reporting
• Process Improvement • Operational Streamlining
• Customer Service • Client Relationship Management
• Follow-Up & Problem Solving • Revenue Growth
Swiss Port, Ltd. – Lead Cargo Agent (4/2013-Present)
Cargo, Military and First Class Mail and Freight Transportation Provider
Train and supervise workers on the floor; prepare work schedules, delegate duties and oversee daily operations for all mail and freight to be processed, scanned, placed in containers and loaded on planes for shipment. Enforce all company policies and procedures for operational safety and timeliness. Ensure daily processing deadlines are met and assign overtime as warranted.
Train and direct staff in all operational procedures and equipment usage.
Led team with score that grew from 32% to 97% for international mail delivery.
Kohl’s, Inc. – Assistant to Operations Manager (11/2007-5/2015)
Retail Store Conglomerate
Accounted for merchandise inventory, rain checks, returns and ad sets. Set-up display signage with pricing for upcoming sales and promotions. Assigned to Customer Service role once system was taken from manual to fully automated.
Merck & Company – Pharmaceutical Machine Operator (3/2010-3/2012)
Identified any damaged pharmaceutical packages or those lost in the system for processing for various customer accounts. Set-up machines for new batches and maintained machinery as per manufacturer specifications. Recorded and maintained data in software program. Attended GMP, safety and EPA trainings as required. Organized and controlled supplies for optimal inventory level of components.
Responded to a high volume of customer calls and served as hazmat processor as required.
Trained newly hired staff and current employees on all plant operations, equipment usage and company procedures; demonstrated proficiency in Kaizen lean management work method.
FedEx Ground Corp. – Quality Control Clerk (9/2000-7/2007)
Industry Leading Shipping Company
Instructed managers on handling of hazmat spills in work areas and maintained compliance with all procedures relevant to hazardous materials. Communicated frequently with delivery drivers and located any lost or jammed packages in the system. Trained and mentored newly hired staff on all processes and procedures.
Created and implemented an internal system for tracing of lost packages that improved internal department operations and enhanced customer service.
Led team that grew customer satisfaction from 42% to 97%.
Set-up an internal mail system for distribution of mail to other departments in the hub.
Received highest award given by the company, the Five Star Award, for outstanding work contributions.
College Credits Acquired
Seton Hall University, South Orange, NJ