Service Representative Customer

LRB

OBJECTIVE

Seeking employment opportunity to move forward with a company that recognizes my exemplary communication skills and can prepare me for future leadership positions.

SKILLS

I have over 24 years in Customer Service and over 9 years in Management. I am a quick learner. I am proficient in Microsoft Excel. I have excellent team building skills. I am flexible, and I adapt to any situation. I thrive in fast paced, deadline driven environments.

LEAH R. BAKER

1817 SOUTHBRIDGE DR ADEL, IA 50003

********@******.*** 630-***-****

EXPERIENCE

LOAD OUT AREA MANAGER II AMAZON LOGISTICS JUNE 2022- PRESENT

Experience managing a team of 5+ employees.

Experience with process improvements, customer service, communication, and interpersonal skills.

Manage safety, quality, productivity, and customer delivery promises.

Support, mentor, and motivate my AA’s.

Collaborate with all support teams including Safety, Quality Assurance, Human Resources to develop plans to meet business objectives.

Coach associates on ways to work safely at all times.

Report metrics thru various bridges at the end of Shift.

Perform audits on associates not meeting the metrics.

Participate in Operational Excellence initiatives.

POC for DSP/DA Engagement.

Build and execute productivity plans through forecast reviews, determining productivity requirements, and partnering with other Leaders to load balance.

Lead large-scope projects with site and regional impact.

RTS AREA MANAGER AMAZON LOGISTICS JULY 2021- JUNE 2022

Experience managing a team of 5+ employees.

Experience with process improvements, customer service, communication, and interpersonal skills.

Manage safety, quality, productivity, and customer delivery promises.

Support, mentor, and motivate my AA’s.

Maintain availability for associates who are having difficulties on the floor.

Collaborate with all support teams including Safety, Quality Assurance, Human Resources to develop plans to meet business objectives.

Coach associates on ways to work safely at all times.

Report metrics thru various bridges at the end of Shift.

Perform audits on associates not meeting the metrics.

Participate in Operational Excellence initiatives.

SORT SHIFT ASSISTANT AMAZON LOGISTICS JULY 2020- JULY 2021

Track and monitor Labor Tracking on all associates during and after Sort shift.

Assist with production duties, train Sort associates.

Independently run the Sort floor efficiently and successfully.

Review and update SOP’s as required.

Maintain availability for associates who are having difficulties on the floor.

Coach associates on ways to work safely at all times.

Report metrics thru various bridges at the end of Shift.

Perform audits on associates not meeting the metrics.

Participate in Operational Excellence initiatives.

Coach associates on how to problem solve correctly.

RTS SHIFT ASSISTANT AMAZON LOGISTICS JULY 2019- PRESENT

Track and monitor all OTR (On the road) routes

Proficiently communicate with Amazon Dispatchers to correct any issues our drivers may encounter while out on the road

Occasionally, assist with production duties, train associates and verify SOP (standard operating procedure) compliance

Ensure successful area performance through tracking and reporting metrics

Independently assess all aspects of associate work performance and provide timely and detailed feedback

Participate in Operational Excellence initiatives

Maintain a full understanding of workflow and daily production goals

Review and update SOP’s as required

Ensure work areas remain clean and are properly equipped

Identify and address safety hazards within the work area, and participate in safety initiatives

Coach associates on ways to work safely at all times

Ensure all job injuries are reported timely in accordance with established policies and procedures

Provide vacation coverage for Area Managers

CUSTOMER SERVICE REPRESENTATIVE COMCAST COMMUNICATIONS JULY 2008- DECEMBER 2016

I excelled in customer service in a call center setting.

Provided troubleshooting techniques for all Comcast devices.

Proficient in sales/and scheduling.

Poised and patient with customers who were angry and frustrated.

CUSTOMER ADVOCATE BLUE CROSS BLUE SHIELD OF ILLINOIS APRIL 2005- JULY 2008

I excelled in customer service in a call center setting.

Poised and patient with providers who were angry and frustrated.

Gave out benefit information to providers and processed insurance claims.

EDUCATION

COLLEGE • AUGUST 1997 – MAY 2002 • MCNEESE STATE UNIVERSITY LAKE CHARLES, LA.

BACHELOR’S DEGREE (BUSINESS MANAGEMENT)

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