Customer Service Operations Manager

Nelida Rivera - Burlington, N.J. 732-***-**** *********@*****.***

Summary Responsible experienced manager dedicated to improving safety, associate engagement, and measurable goals. Inspiring others and collaborating with teams with attention to detail are some of my strengths.

Education Strayer University, Burlington, NJ. Bachelor’s degree in business administration Major in Management (Magna Cum Laude)

Brookdale Community College, Hazlet, NJ. Associate’s degree in business administration

Middlesex County College, Edison, N.J. Industrial Technology/Quality Control

Management Certificate

Automated Accounting Certificate

Experience The Service Companies Operations Manager Hospitality & Services East 9/22 – 9/23

Contributed to Reduced Safety incidents, Improved Daily Client communication, job fulfillment, training and supervising staff. Maintained daily staffing of qualified individuals for ongoing and short-term assignments. Improved payroll deadlines.

Improved scheduling according to clients’ needs / Excellent relations with client and staff

Increase quality of customer service, contributed to improving the budgets and forecasting

Identify areas in need of improvement/Problem solve and formulate strategic operational objectives

Collaborating with HR / Lead to inspire others and improved follow through

Managed all Counseling/discipline employees with behavior and attendance issue an improved associate engagement

On Time Staffing On Site Manager 12/21 – 8/22

Responsible for Onsite staffing for Client which included detailed management of 100+ associates. Improved Daily recruiting, job orders fulfillment improving client reporting and filling staffing needs.

Improved Safety compliance through job observations, job fulfillment and recruiting for staffing needs

Excelled in Job Fairs, Interviews, Orientation and job description compliance offering Bilingual translation

Excelled in New hire paperwork compliance/validating identifications and Weekly payroll HRIS

Increases communication in Daily meetings to discuss goals, reports on assignments and expectations

Improved Van fleet management, enforce safety speed limits, vehicle inspections and coaching drivers as needed

Essendant Department Manager 2 12/17 – 12/21

Responsible for all facets of inbound activities for the Cranbury N.J. facility, comprised of 55+ associates. Setting departmental objectives, implementing policies and procedures that maximize performance, profitability, customer satisfaction, safety, and accountability.

Reduced overtime to under 4% by managing the Inbound Operation efficiently. Helped manage a Team that has been without a recordable incident for over 360 days.

Partnered with cross-functional teams at the facility to improve Housekeeping & Safety.

Participated in the Safety Committee, Foundation Committee: A Soldiers Child, Local school contributions, Amy Foundation Bike Ride, Grass Roots Soccer, Other fund raiser events, Activities Committee, and Volunteer at Skeets Pantry.

Achieved Manager of the 2nd Quarter 2018

Additional duties include but are not limited to:

1.Managing Bulk Stock Receiving Operation / to ensure FIFO

2.Developing daily Man Plan managing a staff of 55+

3.Managing the CNJ Receiving Schedule / Payroll, interview for new hires (certified)

4.Maintaining up to date OSHA training / Lead Reviews / Mentoring

5.New hire PIV training, weekly performance reviews, weekly JSO’s, monthly 1 on 1’s

6.Continuous training and coaching associates

7.Managing Quality & Productivity though coaching and accountability

8.Take 5’s, Associate Engagement, Daily Safety / Housekeeping Reporting

Bare Necessities Warehouse Shipping Supervisor 2/13 – 2/17, Warehouse Receiving Supervisor 8/10 – 2/13, Inventory Control Supervisor 7/05 – 8/10, Customer Service Representative 5/04 – 7/05

Improved Teams Shipping ensuring 99.99% on time delivery

Managing staff of 60+ / Improved waving process for order to ensure FIFO

Improved productivity for order picking and shipping/Goal Setting/Manage fulfillment accuracy

Developed Continuous training program with coaching and staff problem solving

Improved all inbound receipts processing

Implemented the best solution for ASN receipts / All PO Issue discrepancy

Minimized waste of merchandise / Prioritized meeting deadlines ahead of schedule / Problem solving

Found new solutions to Manage inventory accuracy & Put Away with RF guns

Worked with my team to encourage problem solving for Cycle Counting / Inventory Expansion

Collaborated with other departments for Inventory RTV’s / Sample Fulfillment

Customer Service

PROFESSIONAL SKILLS Safety First, Quality Assurance Management, Sales professional, Detail Oriented and a Team Player, Strong Customer Service and Organizational Skills, Bilingual, Microsoft Office, PowerPoint, Accounting Procedures, Type 50+ WPM

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