Customer Service Quality Assurance

Shelley Weisenberger

**** ****** ****, ****, ** *3068 614-***-**** Cell ******************@*********.***

ADMINISTRATIVE-TRANSPORTATION - LOGISTICS

Operations w Administration w Customer Relations

COMPETENCIES

Customer Service

Training & Operations

Microsoft Office Suite

Problem-Solving

Process Improvement

TMS

Claims resolution

OS&D

Load Quality Assurance

Strong Decision-Making Skills

Process Development

Meticulous organizational skills

Dock Supervision

Dedicated

OTM

Daily/Monthly Reporting

People Oriented

Dependable

PROFESSIONAL ACCOMPLISHMENTS

Target Whitehall, OH 2014-Present

Specialty Sales Team Leader

Responsible for all office duties as well as Salesfloor operations

Organize and coordinate daily routines for three different work schedules. 90% utilization of payroll and improvement in productivity by 10%

Created a routine of performance management and development conversations, resulting in the lowest turnover rates of all teams.

Efficient planning and involvement of workload, including planograms, adjacency, and pricing, resulting in an average of 98% completion each week.

Championed and developed a team skilled in Guest Service, resulting in a Net Promotor Score (NPS) of 85

Hires and recruits top talent for all work centers, equating to 100% of needs met for hiring goals.

Designated leader trainer, following up with all leaders and team members to ensure all skills are developed. Supported the district by training over ten new leaders.

Responsible for the roll-out and test of a new structure in stores, resulting in an increase of 15% in productivity. Managed and executed backroom re-organization, resulting in a 12% increase in productivity. The test was successful and rolled out to the company as a whole.

District Visual Merchandising Guide Leader, responsible for ensuring the team set all VMGs early and gave feedback to headquarters and surrounding stores.

Midwest College Planning Columbus, OH

Administrative Assistant 2012-2014

Responsible for all office duties

Schedule appointments with clients and future clients

Collect information needed to complete FAFSA’s

File paperwork that is received via fax and emails

Produce packets for seminars

Customer Service

Menlo Worldwide Logistics, Inc. Columbus, OH.

Logistics Specialist Associate 2008 - 2011

Responsible for all office functions associated with the deconsolidation and reconsolidating of freight through the facility.

And shipping inbound and outbound freight through the facility, including but not limited to:

Receive and process all inbound loads creating unloading documents for the dock.

Yard (equipment) management – perform daily yard checks and trailer pool reports and address any equipment issues or shortages with customers and carriers.

Resolve issues related to inbound vendor paperwork, inbound freight, load quality, equipment, OSD, etc.

Dock supervision to ensure outbound load quality meets standards.

Oversee trailer audits.

Determine which loads are closing and when.

Maintained daily files for the facility.

Manage calls

Train new staff or existing staff on new processes dock

Developed a strong working relationship with both our customer and handling partner.

Assisted in the development and testing of the Flow-Thru Center database.

Developed sops and SWIs for new system training.

EXEL Logistics, Inc. Columbus, OH.

Operations Clerk 2005 - 2008

Managed all day-to-day office activities, including the following:

Processed all daily inbound loads and supplied the dock with necessary documents to unload trailers.

Built outbound loads in the system and created all required outbound documentation.

Booked outbound loads and sent ASN to customer

Maintained all high-level customer relations with customers, carriers, and vendors. Inc

Supervised back-of-the-house operations, including payroll, human resources, and accounts payable/receivable.

Resolved vendor, carrier, and freight issues.

Monitored and answered phones.

Proactively managed claims and OS&D

Trained new employees on all dock and office procedures.

Scheduled live unload deliveries with carriers and coordinated with dock operations.

Supervised dock when necessary, ensuring load quality met standards.

US Express Global Systems, Columbus, OH.

Operations Clerk 4/2005 – 7/2005

Customer Service – received inbound loads.

Responsible for maintaining facility files.

Scheduled pick-up and delivery appointments with customers.

Created inbound and outbound trailer manifests.

Meijer Corporation, Columbus, OH

Store Trainer, Customer Service 7/1999 – 10/ 2001

Trained new employees for their department of work.

Trained all new cashiers on cashiering process and procedures.

Provided support in all aspects of customer service to ensure customer needs were met.

Replenished store product

Designed/Plan-O-Grams displays for new merchandise.

Stocked and rotated merchandise

Pricing/Signage of merchandise

EDUCATION & TRAINING

Bexley High School, Bexley, OH Graduated 1991

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