PROFILE

Dedicated and results-oriented Servant Leader with over 10 years of experience in customer service and management, and a proven track record in project management, operations coordination, and leadership. Experienced in leading diverse and cross-functional teams of up to 90 members, optimizing processes, and delivering high-quality solutions. Adept at data analysis, technical communication, and maintaining organizational excellence. Proficient in utilizing analytical skills to drive strategic decision-making.

EXPERIENCE

FIELD OPERATIONS CLERK/ REGIONAL TECHNICIAN

Department of Commerce February 2020 – September 2021

Successfully managed and directed a high-performing team of up to 90 technicians, ensuring efficient project execution and compliance with standards.

Coordinated schedules, allocated resources, and monitored project progress to meet timelines and budgetary constraints.

Fostered a collaborative team environment, promoting knowledge sharing and cross-functional collaboration.

Led comprehensive methodical investigations, employing research design and data analysis methodologies to derive actionable insights.

Utilized Oracle systems to gather, analyze, and interpret data, identifying underlying patterns and trends to inform strategic decisions.

Developed and presented technical reports and presentations, effectively communicating complex concepts to diverse audiences.

Conducted extensive travel throughout the Southeast region to monitor the productivity of enumerators and ensure data collection accuracy.

Streamlined workflow processes, resulting in a 20% increase in project completion efficiency.

MANAGER OF ECOMMERCE / PURCHASING MANAGER

Isolate Fashion LLC / U Good People LLC March 2020 – Current

Orchestrated end-to-end operations for two Ecommerce companies, ensuring seamless inventory management, order fulfillment, and customer satisfaction.

Led a team of 4 team members in various tasks including product sourcing, photography, description creation, and catalog management.

Utilized analytical skills to optimize inventory levels and enhance supply chain efficiency.

Innovated and designed a bib for children with disabilities, focusing on functionality and user comfort.

Managed vendor relationships, negotiated terms, and executed purchasing decisions to ensure competitive pricing and timely availability.

Drove website updates, inventory maintenance, invoice processing, and customer order support.

Exceeded sales goals by implementing effective marketing strategies and analyzing sales trends.

CUSTOMER SERVICE AGENT / RAMP AGENT / BAGGAGE HANDLER

Delta Airlines September 2018 – Current

Provided exceptional customer support to a high volume of passengers, addressing inquiries, and resolving issues promptly.

Effectively utilized analytical skills to assess customer needs, identify underlying concerns, and offer well-informed solutions.

Managed and resolved escalated situations, ensuring passenger satisfaction and retention.

Collaborated with cross-functional teams to streamline processes and enhance the customer experience.

Leveraged effective communication skills to convey complex flight information and regulations to diverse audiences.

Consistently achieved above-average customer satisfaction ratings, exceeding company benchmarks.

Demonstrated proficiency as a Ramp Agent and Baggage Handler, ensuring safe and efficient loading, unloading, and transport of luggage and cargo.

UNIFORM INVENTORY SPECIALIST

Delta Global Services December 2017 - July 2018

Facilitated uniform acquisition process for Delta employees, scheduling fittings and ensuring a streamlined experience.

Managed appointments and organized fittings, ensuring a seamless and efficient uniform distribution process.

Conducted regular quality checks and inspections, ensuring uniforms met company standards and employee satisfaction.

Maintained meticulous records and reports, contributing to improved tracking and accountability.

Streamlined inventory management systems, resulting in a 15% reduction in processing time.

INVENTORY SPECIALIST / RETENTION SPECIALIST

Comcast May 2011 - December 2017

Managed and led a team of over 90 employees, overseeing training, weekly meetings, and data analysis.

Conducted detailed inventory audits, ensuring accuracy, and identifying discrepancies for prompt resolution.

Leveraged analytical insights to optimize inventory control, reducing excess stock levels by 10%.

Implemented efficient retention strategies resulting in a 15% increase in customer satisfaction and loyalty.

Achieved monthly sales goals by consistently exceeding targets by 150%.

Developed and delivered comprehensive training programs for team members, enhancing product knowledge and customer service skills.

Collaborated with cross-functional teams to improve operational processes, contributing to a 20% reduction in response time to customer inquiries.

Led weekly conference calls to address escalations, provide coaching, and drive team performance.

EDUCATION

BACHELORS DEGREE OF POLITICAL SCIENCE

Kennesaw State University May 2018

Minor in Sociology

Relevant Courses: Political Analysis, Public Policy, International Relations

Maintained a 3.0GPA in all courses and frequently made the Dean’s List.

SKILLS

Project Management Operations

Coordination Data Analysis

Inventory Management

Team Leadership

Customer Service Ecommerce Operations

Technical Communication

PROJECT MANAGEMENT

Led cross-functional teams to achieve project objectives within defined timelines and budgets.

Utilized agile methodologies to plan, execute, and monitor projects, ensuring effective

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