Customer Service Team Member
Resume:
Crystal Adolfo
Dundalk, MD 21222
**********@*****.***
Dedicated and accomplished highly motivated self-starter with 17+ years in management and customer service who can function at a fast-paced and in high pressure situations. A leader with significant experience managing, coaching, and training over 100 associates to achieve operational goals, maintain safety, quality, and company procedures. Reliable and organized team member who builds strong relationships with others and helps associates to her fullest capabilities. Passionate about company’s goals and procedures and is known for always going above and beyond in her positions. As a committed team leader, the goal is looking forward to endless possibilities while looking back to lessons learned.
Work Experience Process Assistant-Ship Clerk Amazon- Sparrows Point, MD September 2022-June2024
*Department duties including planning loads around standard departure times, load flow control, and ensuring proper trailer utilization. Preparing outgoing shipments and receiving incoming shipments.
*Responsible for meeting Outbound Critical Pull Times CPT with a 98% on time departure rate.
*Operated SSP, YMS, FMC, PPR, TOT, SOP, ODM, KPI, IDM, ADAPT, Engaged, computer system, and handheld scanners to perform daily and hourly audits and reports.
*Unloading on an average of 92 Inbound Trailers per shift and flipping the empties to outbound trailers to attach an AMZL to 11 Delivery Stations.
*Making sure all packages make it physically and vertically onto the trailers using inbound and outbound Dock management systems.
*Worked closely with upstream and downstream partners to resolve barriers, improving safety and operational efficiency.
*A fast-paced environment, attention to detail is crucial due to being responsible for accurately labeling, scanning, and routing products to their designated locations.
*Coordinate with Transportation teams on driver’s issues, trailer pool needs, yard delays, late inbound volume, and load swaps to protect customer experience.
*Maintain load level performance tracking, optimizing load planning, load consolidating, and on-time dock performance for enhanced operational metrics.
*Ensure successful area performance by through tracking, reporting, assigning associates to job roles, coaching, mentoring, and feedback of associate performance.
Learning Ambassador Amazon- Sparrows Point, MD July 2021- September 2022
*Direct roles in Process Path Reverse Logistics- Customer Returns playing an important role on protecting customers trust by evaluating the conditions of the return items to determine if they can be resold.
*Recognized by other Management and Ops leadership to get the job done and to step up in a leader’s role when needed.
*Training, mentoring, and coaching new hires and veteran associates to meet daily processing goals, indirects, and safety.
*Answering questions and providing guidance to associates and helped them with any problems or barriers they may have to ensure a safe/positive work environment
*Monitor performances indicators, identify root cause and develop action plans to achieve corporate objectives.
Independent Consultant
Pure Romance Baltimore, MD
June 2016-May 2019
*Worked with clients to educated, entertain, and empower women about their sexuality and how to properly care for their bodies. In-Home demonstration so that clients had the chance to learn new things, learn about the products, ask questions and sample products.
*Kept records of all sales, bookkeeping, products sold, inventory, and client information. *Maintain knowledge of all products, current policies, market strategies, exchanges, and security practices.
Shift Leader-Store Clerk
7-Eleven-Dundalk, MD
March 2013- May 2016
*Responsible for shift, store operations, and supervising to ensure that all employees are performing their duties.
*Kept store organized for accurate ordering, safety and quantity assurance. Price merchandising, stock shelves, taking/order inventory of supplies.
*Manage workflow to meet or exceed service goals.
Assistant Manager
Burger King-Hampstead, MD
March 2002- August 2010
*Recruited, interviewed, and hired individuals. Evaluated employee’s performances. Handled employees write ups and terminations. Trained new assistant managers on company procedures and how to run a shift. *Assume a full accountability for the restaurant profit by implementing marketing strategies, following cash control, security procedures, maintaining inventory, manage labor, and reviewing financial reports to enhance restaurant results. Accurately reporting monthly, annual sales, and staff efficiency report. Ensure all ordering, scheduling, forecasting and restocking are completed daily.
*Overall accountability for the operations of a single restaurant, handling daily opening and closing procedures.
*Handled all employee scheduling weekly to ensure accurate staffing for each shift by Forecasting previous weeks to make sure shifts are fully equipped with staff and labor control (30-75 Employees).
Skills
*Management
*Customer Service and Satisfaction
*Adaptability
*Microsoft Office-Word, Excel, Powerpoint
*Continuous Improvement
*Prioritization and Organization
*Time Management
*Decision-Making
*Quality Assurance
*Strategic Planning
*Data Analysis
*Logistic and Transportation Management
*Risk Management
*Shipping and receiving
*Warehouse Organization
*Supply Chain Logistics
*Communication skills
*Inventory Control
*Leadership and Supervisor
*Problem-Solving and Critical Thinking
*Detail-oriented
*Project Management
*Training, Mentoring, Coaching, and Engagement
*Multi-task
*Interpersonal skills
Education
-Diploma- North Carroll High School - Hampstead, MD -August 2000 to June 2004 -Currently enrolled in WGU- Bachelor's degree in Supply Chain and Operations Management
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