Customer Service Employee Relations

Ana Brito

Hollywood, FL ***** 786-***-****

********@*****.*** linkedIn.com/in/anateresabrito

Human Resources

Operations & Logistics Business Development Training & Development

Resourceful, results-focused, and proven HR professional that brings admirable achievements across full cycle recruiting, conflict resolutions, compensation, benefits administration, compliance mandates, HR records management, and policy development. Accomplished at driving productivity, integrity, employee relations, and engagement through collaboration and professional development incentives. Brings diverse expertise in business development, customer service, and operations management. Streamlines and improves operations in alignment with company objectives, to include essential reporting, and critical problem resolutions. Directs labor management, shipping, receiving, inventory activities, and delivers optimal operational excellence.

Areas of Expertise:

Strategic Talent Planning

Process/ Records Management

Operations Leadership

Staffing & Recruitment

HR Policies & Procedures

Benefits Administration

Performance Evaluations

Regulatory Compliance

Onboarding

Corporate Policies

Hiring & Training

Team Leadership

PROFESSIONAL EXPERIENCE

MAYESH WHOLESALE FLORIST, Miami, FL Nov 2019 - Mar 2020

New Business Development, Customer Service Representative

Managed the outreach and identification of new business opportunities, driving significant business growth, and exemplary customer service metrics. Held responsibility for tracking, and reporting customer data used for essential analysis. Promoted productivity in sales and increased customer retention through training, guidance, and motivation.

Interacted with clients to encourage regularly scheduled services, and scheduled future orders.

Supported customers in their purchases of online products, using e-commerce, and provided incentives, such as company/product discounts, and sales.

Promoted store products in face-to-face visits, driving new clientele, new business, and profits.

Utilized social media platforms in branding, marketing, and sales outreach.

Logistics, Operations Warehouse Manager (Nov 2016 - Mar 2019)

Held responsibility for overseeing the entire logistics process, ensuring all delivery deadlines were met, and all customers were completely satisfied. Controlled the human resources sector, which included recruitment, hiring staff members, and training for new position.

Guided weekly hours tracking for payroll purposes, and ensured all hours and deductions were accurate.

Developed highly defined job descriptions that provided procedural expectations for all positions.

Scheduled all teams and employees, in all departments, related to inventory, warehouse, stock repositioning and tracking, and quantity management in packaging orders.

Collaborated with sales teams, remotely, and offered support through the Komet sales system.

Warehouse Support Professional (Nov 2014 - May 2016)

Oversaw and participated in daily warehouse functions, which included shipping, receiving, inventory control, order fulfillment, labeling, and inventory stocking. Led the inventory count on a rotating time scale to make certain all inventory records were accurate, and to address any shrink.

Continued…

(Mayesh Wholesale Florist, Cont'd)

Ensured all warehouse products were easily located, and labeled for accuracy.

Managed orders for specific locations and delivery routes, through loading dock organization.

Maintained all stock location orders, print requests, incoming and outgoing materials, and checked all documentation for accuracy.

Consistently maintained a safe and clean working environment.

ATENTO VENEZUELA, Venezuela SA Apr 2013 - Nov 2013

Human Resources Manager (Audit & Fraud)

Improved all internal processes across the HR and administrative departments, for non-compliance of job descriptions, labor losses, payroll discrepancies, and fraud.

Identified discrepancies in 422 unproductive payroll employees, causing significant company losses, and collaborated with union workers and government employees to eliminate 80% of workers.

Protected and tracked the conservation of over 1,500 jobs openings.

Improved internal tracking and procedures for payroll expenses, and monitored the assignment of job descriptions, thoroughly revising roles for better clarity.

Manager of Training & Development (Sep 2010 - Apr 2013)

Held responsibility for all training and professional development initiatives for employees, that met all procedural and client recommendations. Evaluated employee needs for training through performance gaps, and aligned training with strategic goals. Managed a team of 44 employees, which included coaches, analysts, and assistants.

Designed specialized training programs to meet current job role indications.

Built defined training programs for instructors, and supervisors, and continually evaluated the effectiveness of these programs through client feedback.

Ensured all compliance measures were met in hiring new employees, and that the scope of the role met the service level agreements.

Monitored new hires to ensure 250 positions met the annual requirement of 3,000 new employees.

Additional Experience:

Personal Training Consultant - Dana Venezuela SA

EDUCATION & CREDENTIALS

Bachelor's - Human Resources - Universidad de Carabobo, Venezuela

Human Resources Certificate - SHRM Essentials of Human Resources - Miami Dade College

Intensive English Grammar - Miami Dade College

Certified Coaching Facilitator - Universidad Jose Antonio Paez, Venezuela

Technology:

MS Office (Word, Excel, PowerPoint, and Outlook)

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