Customer Support Servicing Specialist
Resume:
William Ngo
adv7ov@r.postjobfree.com
Executive Profile
Well-developed interpersonal skills, easily able to establish, adapt, and maintain successful relationships with clients and staff from all cultures and organizational backgrounds.
●Operational launch of 6 Fulfillment Centers and 3 Warehouse.
●Over 10 years of management experience in Top 50 Fortune 500 Companies.
●Extensive network of contacts with local and regional business owners.
Skilled in
Business Assessment
Hiring and Staffing
Project Management
IT CRM/WMS
Niche Marketing
Statistical Analysis
Operations Management
Risk Assessment
3PL-4PL Management
Professional Experience
DP World Logisitcs
Sr. Solutions Analyst, February 2023 - Present
Organize and/or attend customer/internal meetings to help ascertain IT requirements as required by plant management.
Support of new internal/external customer functionality requests at multiple locations.
Develop scope, manage, and prioritize site IT Projects to ensure delivery on time and on budget.
Develop SME skills in internal WMS application. Analyze customer requests versus system capabilities, developing functional requirements and oversee SDLC process to deliver enhancements to customer facilities.
Budget administration and advisory responsibility for the IT capital and operational expenditure and facilitate IT purchasing and leasing.
Prepare risk assessments (FMEAs) and review with core IT teams.
Assist in RFQ (Request for Quote) submissions by providing analysis to determine software processes and hardware requirements.
Assist with customer presentations which demonstrate DP World IT processes and software capabilities.
Bridge between Operations and IT to develop and improve ongoing processes.
DP World Logisitcs
Sr. Operations Manager, March 2022 – February 2023
●Manage the daily activities of a logistics operation to maximize scheduling and delivery of commodities to the customer.
●Interface with customer to ensure smooth -coordination of scheduling and maximization of schedule adherence; provides input on local conditions, identifies needs and receives direction on real-time staffing increases or decreases.
●Enact contingency plans as needed; escalate and direct activities during system problems, disasters, etc.; identify potential problems, troubleshoot, escalate issues to local and senior management, and participate in post-mortem analysis of problems providing input for future process improvements.
●Review ongoing performance results to targets. Take corrective measures with authorization, escalate as needed
●Responsible for providing effective leadership to the Warehouse Managers and/or team, enforcing company standards, act as a role model.
●Serves as a thought leader for identifying additional strategic sourcing opportunities.
●Define and deliver sourcing strategies and solutions by developing and executing a Strategic Sourcing Strategy leveraging centralization, automation, and onshore/offshore partners.
●Lead selection, oversight, and relationship management of several essential resourcing partnerships.
●Ensures delivery is within agreed upon performance targets and within budget.
●Maintains and ensures and ensures adherence to best practices for partner management and sourcing strategy across the organization.
●Develops recommendations for prioritization of resources and/or initiatives to ensure optimal, transparent results.
●Develop scalable and impactful partner solutions to complex, ambiguous, and high-visibility global business challenges.
●Lead change management and communications strategy for complex business-driven partner operations initiatives, assessing the needs of the project, developing and getting buy-in, implementing plans, and tracking effectiveness.
●Work with cross functional partners to ensure the successful evolution and execution of partner programs.
●Drive annual business planning and governance for partner strategy and operations.
●Work on a consistently revolving set of high impact priorities and projects.
●Serve as a manager who delivers success through empowerment and accountability by modeling, coaching and caring; build and grow healthy teams through talent management, diversity and inclusion.
AMAZON
Operations Manager, June 2019 – September 2021
●Drives creation of staffing plans, schedules, quality initiatives, process change initiatives, and other Change/Six Sigma initiatives to enable their Functional Area and ultimately the FC to meet and exceed Business Plan.Sets / clarifies requirements and expectations for Area Managers.
●Leverages the Operations and Area Managers by sourcing and nurturing ideas, and rolling them into the creation of improvement plans for the functional area.
●Works closely with support staff (HR Manager, Financial Manager, Facilities Manager, S&LP Manager, and Other Sr. Ops. Managers, IT Manager) to build and secure support and resources for projects and initiatives in his/her area, as well as providing needed support and resources for other staff initiatives.
●Surface issues with potential to affect multiple functional areas, along with ideas for solutions, to Sr. Ops, General Manager and / or HR.
●Review the work forecasts and determine your productivity requirements to produce during the day to meet the overall building objectives.
●Supporting all safety programs and OSHA compliance to ensure a safe work environment for all associates and managers
●Mentoring, training, and developing teammates for career progression, performance improvement, and recognition purposes
●Creating, communicating, and maintaining quality control policies and standard work procedures to Area Managers and associates
●Proactively identifying and leading process improvement initiatives using Lean tools to delight customers
●Building and delivering productivity plans by reviewing work forecasts, determining productivity requirements, and partnering with other Operations Managers to balance labor
●Evaluating performance objectives and metrics to determine inbound or outbound productivity requirements to achieve customer time, accuracy, and quality expectations
●Partnering with other managers to share best practices across shifts and the network
RITE AID PHARMACY
District Leader, May 2016 to June 2019
Serves customers by providing merchandise; supervising staff.
●Completes district of 16 stores operational requirements by scheduling and assigning employees; following up on work results.
●Maintains store staff by recruiting, selecting, orienting, and training employees.
●Maintains store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.
●Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
●Identifies current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.
●Ensures availability of merchandise and services by approving contracts; maintaining inventories.
●Formulates pricing policies by reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends.
●Markets merchandise by studying advertising, sales promotion, and display plans; analyzing operating and financial statements for profitability ratios.
●Secures merchandise by implementing security systems and measures.
●Protects employees and customers by providing a safe and clean store environment.
●Maintains the stability and reputation of the store by complying with legal requirements.
●Determines marketing strategy changes by reviewing operating and financial statements and departmental sales records.
●Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
●Maintains operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.
●Contributes to team effort by accomplishing related results as needed.
CLOUDY CREATIONS - TARZANA, CA.
Director of Marketing and Operations, January 2015 to April 2016
Recruited by Founder of Company and helped with startup businesses. In charge of all Marketing and Operations which includes:
●Made contacts and met with buyers and sellers regarding business plans.
●Found investors to help support and sustain business ideas.
●Met and worked with suppliers in opening of a new “Shabu Shabu” Restaurant.
●Involved in all hiring and training of all employees.
●Oversee customer support processes and organize them to enhance customer satisfaction
●Review financial information and adjust operational budgets to promote profitability
●Revise and/or formulate policies and promote their implementation
●Manage relationships/agreements with external partners/vendors
CVS PHARMACY — LOS ANGELES, CA
Store Manager/ District Expert, April 2012 to December 2014
Started out as an Assistant Manager to obtain the knowledge of the business. Within a year, was promoted to Store Manager in a medium size store. Six weeks after that, was promoted to the highest volume store in the district with total sales of $200K per week.
●Monitor team performance/Coaching team members
●Interviewing potential candidates
●Budgeting payroll, analyzing sales numbers
●Travel the district to train and implement new programs
●Review profits and loss statements.
●Review IAR reports to reconcile all sales, profits, and shrink.
Professional Experience (continued)
BANK OF AMERICA - Westlake Village, CA
Mortgage Servicing Specialist Lead, October 2010 to April 2012
Fast-tracked through a series of promotions while achieving and maintaining the standard of policies and procedures within the company. Provided world class customer service and guiding them towards resolving home-owners delinquencies.
●Manage and monitor a group of 60 associates in everyday performance.
●On the Job training for new hires.
●Continuous training on every day job functions including and not limited to: Applications within network, policy and procedures, and deliverables.
●Pulling and analyzing daily reports for group of associates.
●Analyze trends through reports and observation.
●Resolve homeowners’ delinquency on accounts through providing in depth customer assistance.
●Peer training on bank procedures towards mitigating the loss in the most effective manner for the bank.
●Analyze multiple computer programs simultaneously while conducting one call resolution.
●Provide education to homeowners on available products and services, while understanding the situation of the customer and informing of account terms and alternate payment programs and methods.
HEAVY METAL INC. - Canoga Park, CA
Operations/Ecommerce Manager, January 2009 to February 2010
●Handling incoming calls processing orders and answering questions related to their orders, shipping for billing.
●Processed data supported and entered all orders in daily, along with correspondence etc.
●Meet and build relationships with buyers from companies such as Costco, HomeGoods, etc.
●Assisted with all credit and collections on a daily basis.
●Analyzed and forecast of sales and costs weekly, monthly and yearly.
●Assisted with creating new marketing techniques and ideas for weekly meetings.
●Excel spreadsheet and editing macros for special orders and pricing.
Oversaw the completion of new construction which included; pressure testing, media loading, programming instrumentation, and training the end user to ensure a smooth "turn key “system is what they received.
Education
UNIVERSITY OF CALIFORNIA RIVERSIDE — Riverside, CA
Bachelor of Arts (BA) in Business Management (Complete in 2007)
HR Management
Public Relations
Operations Management
Data Processing
Business Communication
Small Business Mgt.
Of Note
Language and Skills:
●Fluent in both English and Vietnamese.
●Strong computer skills; Microsoft Office, AS400, Windows 95 – Windows 10.
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