Customer Service Assistant

Profile

Progressive minded towards proven results, excellent time management, diplomatic and

objective thinker, dynamic personality, excellent listener, creative and inventive. Experience

TRANSPORTATION SPECIALIST, WAYFAIR SEPTEMBER 2020- PRESENT Identify exceptions such as damages, shortages, overages,Missed shipments, overweight cartons, etc and reconcile these issues. Utilize all Wayfair inventory systems to confirm

“perfect “ orders move through the supply chain, and once at the terminal, they are ready for prompt delivery. Inventory freight from returns, refused deliveries, escalating reports of load out exceptions or cube outs. Schedule outgoing freight for liquidation, returns, And release disposals systematically. Give critical feedback for process improvements and tools as needed.

HOME DELIVERY CONCIERGE, WAYFAIR; FLOWER MOUND, TX APRIL 2018-SEPTEMBER 2020 Increase repeat business and play an integral role in customer satisfaction. Optimize the routing for daily dispatch operations for local delivery agent in large parcel department. Identify geographical proximity to reduce drive time and to increase efficiency and increase stops per route. Support driver communication to the local delivery agent in order to promote customer service needs and reduce dwell time for items in the warehouse. Proactively monitor order management systems to ensure that late orders and orders with issues are processed as quickly as possible. Member: Safety team, Culture team, People Pillar team, Network Moral program Training Ambassador for Home Delivery role- in conjunction with the Process and Learning team, I onboard new hires, train for new standards of practices at our business, re-train if there are gaps, and evaluate the Home Delivery concierge role to ensure mastery. SCHEDULER, TEXAS DIGESTIVE DISEASE CONSULTANTS FLOWER MOUND, TX SEPTEMBER 2013-APRIL 2018

Schedule colonoscopies and endoscopic procedures, radiology, and lab work over the phone and face to face for gastroenterology office with multiple providers. Work in coordination with hospitals and ambulatory surgical centers to obtain insurance referrals and pre-authorizations for testing. Prioritize task list for urgent and emergent situations by triaging incoming calls while balancing face-to-face scheduling and other tasks from the Samanthia Caviness

682-***-**** 5117 Prairie Creek Drive Flower Mound, TX 75028 adlo6c@r.postjobfree.com doctors as necessary. Facilitate vendor relations, for example with imaging centers across the metroplex, and solve issues with communication or time delays for critical patients. DISPATCH OPERATIONS, GEEK SQUAD; FLOWER MOUND, TX JUNE 2012-SEPTEMBER 2013 Scheduling coordination for national home theater and appliance technicians based on standard radius drive times and SOP via inbound calling, emails, and reschedule lists. Proactively work to eliminate aging work orders that are at risk and over 30 days old. This involved working with the best interest of the client and business needs combined. Train out the exchange process and acted as a point person for in warranty and other type of work order needs regarding national turn time, part order exceptions, and multiple critical pieces to evaluate.

Member of employee engagement team, serving as a leader and a visionary for our service center team. Promoted the core values to educate and engage other employees. Member of the third round of Culture Ignite- on leadership portion, to scope business processes and define improvements in training, assessments, and recognition. ACCOUNT COORDINATOR, TWIST SOLUTIONS; DALLAS, TX OCTOBER 2009- JUNE 2012 Dispatch on site technicians to clients for maintenance or emergency visits and continually update calendars and team assignments for new employees and new clients for network solutions company. Create and prioritize daily customer technical requests and manage escalated issues for +\-200 clients. Answer multiple phone lines, input client acquisitions and terminations in software tracking system, and write or edit press releases as needed. MANAGER, ADVENTURE KIDS PLAYCARE; FLOWER MOUND, TX JUNE 2008- OCTOBER 2009 Support activity-based, drop-in childcare and entertainment center for kids ages 6 weeks to 12 years old. Interact with the children in the movie area, rock wall, games, storytime, or arts and crafts. Operate daily flow of business by registering new parents, giving tours, handling reservation calendar, being proactive on discipline problems, and setting an example to the staff. Manage communication among parents, children, and staff. Support a rotating staff of approximately 20 can interact with three other managers. Prepare meals in the kitchen. This includes estimating portion size, unexpected new arriving children, and settling distracted children when it is time to eat. Education

University of North Texas; Denton, TX. Bachelor of Arts, 2004 GPA 3.866

ACT of Houston- certified Generalist teacher grades 4-8 Skills: Growth mindset. Customer service, data analysis, strong written and verbal communication, detail oriented, problem solver, self motivated, adaptability. Excel, Google Sheets, G Suite, Gmail, Zoom, Microsoft Teams Classes: Accelerate (Wayfair development): Team building and Culture, Communication, Critical

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