Operations Analyst, Customer Service, Call Center Management, Writing

T. Ali Kaazim

RTP Area, **********@*******.*** 919-***-****

North Carolina www.linkedin.com/in/takaazim

Summary

Highly competent, results oriented leader that is well versed in writing, implementing, and driving processes with customer care, wholesale, and purchasing, and retail experience with strategic, innovative problem solving skills specifically translating ambiguous complex concepts into clear, compelling actions and reports that drive sales and engagement.

Relevant Experience & Accomplishments

Operations Analyst

Delivered turnover and margin budget for wholesale area consistently for 3 years.

Generated WTD/MTD/YTD reporting on wholesale turnover and retail sales by account. Provided product level sales analysis by wholesale account.

Managed inventory levels for wholesale stock pool and assess inventory risks.

Managed Non Trade Purchase Order process including new customer/vendor creation, purchase order creation/approval, invoice submission, and expense tracking.

Assisted with SAP upgrade testing; migration from stock transport orders to sales orders.

Wholesale Customer Account Associate Buyer

Arrange and lead Buy In meetings with Buyers to discuss upcoming product launches and specific sales goals associated new product lines

Built product samples to showcase products before real product hit the market

Assisted with merchandising plans including preparing New Item Setup Form, performance reporting, and plan-o-grams design

Preparing brand visuals, presentation, product selection, and all logistical tasks for Wholesale Customer Conferences/expos working closely with venue contractors

Product assortment creation to deliver higher sales results

Website preparation

Proofread shelf stripes for major in store resets and new product launches such as Target and Ulta

Experience in forecasting and account budgeting.

Call Center Manager

Successfully implemented up selling program resulting in 30% increased profit meeting targets totaling $62,000 in revenue after the 1st year.

Constructed manageable gift card compensation process leading to 59% decline in gift card compensation.

Decreased employee turnover rate by 42% within a year by creating process driven performance lowering ambiguity of individual performance measures and service requirements

Created processes, training documents, and templates for customer response letters.

Promoted and transitioned to Manager upon 2 year’s supervisory experience.

Designed service development plans and conducted operation assessments.

Formulated, wrote, and implemented new employee orientation manuals and training manuals.

Responsible for interviewing seasonal candidates and guided temporary staffing agencies relationships.

Coached improvement techniques through one on one meetings resulting in increased KPI scores month over month

Directly managed and developed 40-60 employees into goal-oriented, KPI driven group

Successfully refined and implemented new projects such as a weekly publication titled From the Supervisor’s Desk which informed team of business changes and individual performance.

Employment

The Body Shop L’Oréal Group, Wake Forest, NC 2005-2016

(L’Oréal is the top beauty company of the world)

Operations Analyst, The Body Shop, Wake Forest

Responsible for supporting the execution of new business rollouts, order management, inventory management, account management and reporting/analysis.

Support end to end order management for both new orders and replenishment orders via SAP, EDI and partner portals. Work closely with logistics team to maximize service levels to wholesale customers and follow up on shipment queries. Processed stock transfer orders then sales orders for Amazon, Beauty.com, Sears PR, Ulta, AAFES, Marines, Liverpool-Mexico, Target, TJMaxx brands, L’Oréal, Salon Centric, Facebook, Birchbox, Macy’s, Nordstrom, Hautelook, and Burlington Coat Factory.

Acquired photo assets, product copy and technical requirements to support product pages in wholesaler’s e-commerce channel.

Project Management- managed the planning, scheduling and execution of special programs to deliver on time and on budget.

Merchandising assistant; planogram creator; price strips.

Proofing advertisement and shelf strips.

AR related reconciliation including credit/debit memos processing via SAP.

Call Center Manager, The Body Shop, Wake Forest

Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training professional development, and corrective action plans.

Perform quality checks, developed and reviewed performance reports, identified areas to improve, and implemented measures to improve performance levels and meet objectives.

Review call center statistics to measure staff performance and identify area where improvement/opportunity is needed.

Experienced event planning successfully preparing for 200-300 person conferences and meeting

Coordinate interviewing, hiring, and training over all department staff

Supported retail division Shop Operations acting as liaison within internal and field offices

2005-2016

Call Center Inbound Supervisor, The Body Shop, Wake Forest

Oversee and improve daily functions while dealing with sensitive information and processes Oversaw operations of Customer Service Representatives while focusing on customer satisfaction and service.

Developed and coached several Customer Service Representative to perform duties that required great skill and accountability.

Customer Service Representative, The Body Shop, Wake Forest

Initially responsible for speaking with customers via phone daily to seek resolutions to unfavorable situations/issues before repositioning to the Administrative Team to handle credits, direct selling applications for internal channel business, research and respond to issues via emails from customers, and retail store inquiries.

Education

B.A., Science of Business Management, University of Phoenix

M.S., Science of Business Management, University of Phoenix

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