Customer Service Supply Chain

Shanoy Francis

Customer Service

943-***-**** *******@*****.*** Killeen, Texas

Leverage extensive Military 6+ experience in logistics, leadership, and customer service to contribute effectively to an esteemed organization, aiming to provide exceptional service and support the continuous improvement of quality standards. Adept in building strategic relationships, leveraging interpersonal skills, acting as a subject matter expert for various organizational intricacies, and strategic long- and short-term planning. Driven to enhance employee experience and positively contribute to the organization's strategic plan. Effective trainer, communicator, and result-oriented leader. Proven track record of utilizing strong organizational, planning, and communication skills toward improving operational efficiency.

AREAS OF EXPERTISE

Microsoft Word/Excel Inventory Control and Record-Keeping Strategic Planning and Coordination Leadership and Mentorship Customer Service and Problem-Solving Training and Development Effective Communication and Emotional Intelligence Supply Chain Management

SKILLS

Product Implementation Product Integration Logistics Management Business Process Mapping Retention Negotiation Cross-Functional Collaboration System Implementation GCSS-ARMY Strategic Planning Organizational Leadership Presentation Facilitation Conflict Resolution Schedule Coordination Data Management Project Management Process Improvement Data Analysis Research Reporting Problem Solving Training Facilitation Interpersonal Skills Verbal & Written Communication

PROFESSIONAL EXPERIENCE

Automated Logistics Specialist 92A Staff Sergent 11/ 2018 - PRESENT

US ARMY (Active duty) Killeen, TX

Collaborate with senior learning managers to design an accelerated development course for diverse professional-level employees to navigate barriers to leadership and develop strategies for advancement.

Provide constructive feedback to the subject matter expert (SME). The results of this program increase the pipeline of diverse talent into leadership positions.

Create and design individualize, customize, and creative training courses to align with Soldiers’ needs

Identify various learning styles and implement flexibility modalities to keep learners connected to the curriculum and provide positive reinforcement to communicate needs and hurdles.

Demonstrate expertise in project management, leading cross-functional teams to successful project completion.

Develop and implement innovative marketing strategies, resulting in a 20% increase in customer engagement.

Analyze data trends to inform business decisions, improving operational efficiency by 15%.

Spearhead a team initiative that reduced costs by 10% while maintaining quality standards.

Successfully manage client relationships, achieving a 95% satisfaction rate through effective communication.

Conduct market research to identify new business opportunities, contributing to a 30% growth in sales.

Train and mentor junior staff, fostering a collaborative and high-performance work environment.

Proficient in various software tools, including Microsoft Office Suite and Adobe Creative Cloud.

Led workshops and presentations to enhance team knowledge and skills in industry best practices.

Achieve certification in (Instructing, Equal Opportunity, AMMO handling, Logistics, Property book management, and Basic and Advanced leadership courses), demonstrating a commitment to professional development.

Store Manager 01/ 2017 - 09/2018

The Athletes Foot Conyers, GA

oOversaw daily store operations, ensuring a high standard of customer service and satisfaction.

oLed a team of sales associates, providing training, motivation, and performance evaluations to enhance productivity.

oDeveloped and implemented sales strategies to achieve monthly and quarterly sales targets.

oAnalyzed sales data and customer feedback to identify trends, driving improvements in merchandise selection and store layout.

oCoordinated promotional events and marketing initiatives to increase brand visibility and customer engagement.

oEnsured compliance with company policies and procedures, as well as health and safety regulations.

oHandled customer inquiries and complaints professionally, fostering a positive shopping experience.

oManaged financial tasks, including cash handling, budgeting, and reporting to ensure store profitability.

oCollaborated with corporate teams to align store strategies with overall brand goals and objectives.

Ticketing Agent 01/2015 – 01/2017

Swissport International JFK New York

oTrained new employees on ticketing procedures, customer service standards, and software usage.

oMonitored and communicated flight status updates to passengers, ensuring they were informed of any changes.

oEnsured adherence to safety and security regulations, contributing to a safe travel environment for all passengers.

oProcessed check-in procedures, ensuring timely and efficient boarding of passengers while adhering to security protocols.

oHandled luggage check-in and ensured compliance with airline baggage policies and regulations.

oAddressed customer inquiries and resolved issues related to itineraries, delays, or cancellations, maintaining a high level of customer service.

oCollaborated with airline staff and other airport personnel to facilitate smooth operations and address passenger needs.

oMaintained accurate records of ticket sales, refunds, and exchanges in the reservation system.

EDUCATION

Associate of Arts, Supply Chain Management

American Military University- Charles Town, West Virginia

Bachelor of Arts in Supply Chain Management, Concentration in Government Contracting and Acquisition American Military University- Charles Town, West Virginia (currently enrolled)

Contact this candidate