Operations Management Specilist

CASSANDRA WILLIAMS

*** **** ******, *********, ** 44902

Ph: 567-***-****

*********.********@*****.***

Professional Summary

Dependable Operations Management Specialist bringing management experience

and a willingness to take on added responsibility to meet tight deadlines.

Enthusiastic team player with a strong work ethic and advanced complex problem

solving skills.

Skills

Exceptional interpersonal Conflict resolution

communication Deadline oriented

Efficient multi-tasker Administration and Management

Customer service-oriented

Experience

Operations Managment Specialist Oct 2012-Present

United Parcel Service - mansfield, oh

Responsible for $ 5 million dollar payroll for staff of 40 direct reports

Composed nightly reports for center manager

Redirected shipments en route in response to customer requests

Worked closely with management to meet or exceed customer demands

Created cases and claims for damaged, lost or displaced packages

Followed up with customers to ensure optimal customer satisfaction

Search electronic sources, such as databases or repositories, or manual sources

for information.

Warranty Technician Jul 2011-Oct 2012

American Standard - Mansfield, Oh

Resolved customer issues in a clear, courteous and straightforward manner

Demonstrated professionalism and courtesy with customers at all times

Identified and solved technical issues with a variety of diagnostic tools

Answered 80-100 incoming calls per day from residential and small business

customers

Resolved problems with malfunctioning products

Traffic Coordinator Oct 2002-May 2009

Therm-O-Disc - Mansfield, Oh

Communicated with dispatchers, warehouses and customer regarding outgoing

orders

Oversaw daily office operations for staff of 7 employees

Determined the most cost-effective procedures and routes for shipments

Gathered, logged and monitored all shipping data

Prioritized order security, accuracy and on-time pickup and delivery

E-mailed suppliers, carriers and customers with shipping updates

Customer Service Representative Jul 2000-Oct 2002

Sprint/Kelly Service - Mansfield, Oh

Effectively managed a high-volume of inbound and outbound customer calls

Answered a constant flow of customer calls with up to 10 calls in queue per

minute

Addressed and resolved customer product complaints empathetically and

professionally

Defused volatile customer situations calmly and courteously

Accurately documented, researched and resolved customer service issues

Managed customer calls effectively and efficiently in a complex, fast-paced

and challenging call center environment

Referred unresolved customer grievances to designated departments for

further investigation

Identified chronic customer issues by creating and maintaining customer

complaint log

Warehouse Representative Jan 1999-Oct 2000

United Parcel Service - Mansfield, Oh

Loaded products weighing up to 140 pounds onto trailers for delivery

Directed 15 warehouse shipping associates

Loaded and unloaded pieces into boxes for shipments

Built a motivated warehouse team of 15 well-trained staff

Internship Jan 2000-Mar 2000

Mansfield Richland Chamber of Commerce - Mansfield, Oh

Answered and quickly redirected up to 20-25 calls per hour

Managed office supplies, vendors, organization and upkeep

Directed guests and routed deliveries and courier services

Manage and maintain executives' schedules.

Greet visitors and determine whether they should be given access to specific

individuals.

Education

MBA : Business Administration Dec 2015

Mount Vernon Nazarene University - Mount Vernon, Oh

BBA : Business Administration Jan 2014

Mount Vernon Nazarene University - Mansfield, Oh

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