Team Members Customer Service

Noel J. Diaz

**** ******** ***, *********, ** ***09

717-***-**** *********@*****.***

Objective

To obtain a position in a related field where my skill and experience be utilized at its highest potential.

Skills

*AutoCAD, SolidWorks, Microsoft Office, SAP, Ariba, WMS, SPF, LMS, Kronos, Bi-Lingual- Spanish * Excels at multi-tasking in a faced-paced environment, great adaptability, hard working with an attention to details and dedicated

*Commitment to customer service with the ability to build relationships and customer loyalty

*Forklift certified, Safety Champion, CPR/AED/BBP certified

Education

HACC, Central Pennsylvania Community College, Harrisburg, PA

Associate degree, Business Management. Current GPA: 3.77 anticipated graduation date: May 2024 Instituto de Banca, Ponce, Puerto Rico Major: Certifícate in Drafting/Auto CAD

Work Experience

Operation SupervisorPA

DP World, Syncreon Carlisle, PA

Dec 2023- Present

*Provide effective supervision of team members and assist them with ongoing development. * Interpret and present information to team members such as safety rules, operating and maintenance instructions and procedure manuals.

*Adapt to new working conditions and be able to work a flexible schedule including increased peak season hours as needed.

*Review and approve all team members’ time entries in timekeeping and production management systems; making any corrections as needed within the designated time frames.

*Properly follows company and OSHA safety procedures as well as all applicable municipal, state and federal laws regarding safety. Ability to work in a fast-paced environment.

Warehouse Operation Supervisor

Footlocker Distribution Center Camp Hill, PA Feb 2023- Dec 2023

*Provide effective supervision of team members and assist them with ongoing development. * Interpret and present information to team members such as safety rules, operating and maintenance instructions and procedure manuals.

*Adapt to new working conditions and be able to work a flexible schedule including increased peak season hours as needed.

*Review and approve all team members’ time entries in timekeeping and production management systems; making any corrections as needed within the designated time frames.

*Properly follows company and OSHA safety procedures as well as all applicable municipal, state and federal laws regarding safety. Ability to work in a fast-paced environment.

Operation Supervisor

DHL Supply Chain Mechanicsburg, PA

Oct 2021 – Feb 2023

*Managing a team of 14-18; hiring; conducting performance reviews; training/coaching; delegating responsibilities

*Managing daily operations of end-to-end warehouse process of loading, receiving, put-away, VAS,

Parcel-to-go, picking and shipping. Trained employees on equipment operation and safety protocols * Ensure associates follow all safety policies and procedures. Thoroughly investigate and report all safety accidents and violations in a timely manner. Conduct operations in accordance with OSHA and MSDS Standards. Conduct Shift meetings and monthly safety training.

*Supervises the administrative staff including, hiring, scheduling, providing training and guidance, establishing job standards, and evaluating performance

Financial Analyst

Vitro Architectural Glass Mt. Holly Spring, PA Jun 2020 – Oct 2021

*Data gathering, financial modeling, and spreadsheet maintenance during and after monthly closing.

*Manage physical inventory processes and report results, develop, and maintain, key financial models like

SAP, CONCUR, ARIBA

*Assist in monthly end closing process, which includes journal entries and loading results in the reporting package tool. Weekly financial reporting and projection preparation.

*Month end accounting journal entries and account reconciliations. Teamwork requires that we assist in various ways to support the team.

N. Diaz

Production Scheduler

Vitro Architectural Glass Mt. Holly Spring, PA August 2018 – May 2020

*Review, analyze, and manage current and future customer demands and their impact on the production schedule, direct material inventory, and process capacity.

*Ensures OEM and ARG customer demand and delivery expectations with short & long-term planning techniques while minimizing inventory investment.

*Works directly with the Supply Chain Manager to optimize the performance of the supply chain. * Communicate changes in demand and associated impact to schedule, direct materials, and planned customer shipments in an effective and timely manner in effort to minimize impact to manufacturing process.

*Preparing the Production Plan based off forecast requirements and company inventory guidelines. Creating, releasing, and routing work orders for production.

Fulfillment Associate/ Process Assistant Supervisor

Amazon Company Carlisle, PA April 2015 – August 2018

*Support daily management with department duties, including allocating labor, leading meetings, assigning job duties, and communicating with internal & external suppliers.

*Tracking & reporting of labor hours, ensuring successful area performance, while providing feedback and coaching associates on performance

*Fully understanding workflow and daily production goals, assisting the floor as an associate resource, training associates, and verifying SOP Compliance

*Obtain orders on all levels of multi-level mezzanine, pack & ship orders, and troubleshoot problems * Understand all aspects of production; and adhere to strict safety, quality and production standards.

Customer Service Representative

Novitas Solutions Mechanicsburg, PA October 2015 – April 2016

United Concordia Company Harrisburg, PA January 2015 - October 2015

*Review & support the Provider Enrollment representatives with applications, documents, and inquiries * Communicate effectively, service telephone inquiries on a dedicated Provider Enrollment customer service line. Meet department production and quality standards by servicing inquiries efficiently and accurately.

*Perform follow-up activities relating to the status and completion of enrollment application. * Bi-Lingual representative for various accounts assisting members, dental offices, and human resource representatives concerning dental benefits, claims and payments.

*Resolves customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner.

*Prepares adjustments either for services not properly processed, systematically, or by forwarding to the appropriate area for follow-up and resolution.

*Meets all production, quality, and adherence standards. Attends all required training classes. * Elevates issues to the next level of supervision, as appropriate. Maintains accurate records, including timekeeping records and duties as assigned.

Bilingual Call Center Supervisor

PHEAA Harrisburg, PA September 2013 – August 2014

*Developed and managed a high-performance team of representatives that could respond to any of the following lenders, guarantors, administrators, and/or customer inquiries, both verbally and in writing. * Created and enhanced employee competence and effectiveness by providing on-going guidance, mentoring, feedback, and motivation to staff to ensure competent performance and succession planning while adhering to department and PHEAA policies and procedures.

*Interviewed candidates, hiring, writing and delivering annual performance evaluations, promotions, and terminations as necessary. This included monitoring attendance, leave requests, FMLA usage, time sheets to ensure accuracy of hours worked and adherence to agency and business unit’s policies and procedures. Responsible for the onboard department process & training off all new hires.

N. Diaz

Call Center Supervisor Medicare Part D

Benecard PBF Mechanicsburg, PA July 2012 – September 2013

*Created, edited, and maintained policies and procedures. Assisted in writing business requirements.

Routine monitoring of call metrics such as Abandonment Rate, Average Speed of Answer and Service Level. Provided coaching and feedback to customer service representatives, conducted Quality Assurance monitoring and scoring.

*Developed and enhanced employee competence and effectiveness by providing on-going guidance, mentoring, feedback, and motivation to staff to ensure competent performance and succession planning while adhering to department and Medicare policies and procedures.

*Recruited, mentored, and executed supervisory duties including identifying problems with performance and finding solutions to those problems. Determined training needs to improve performance, initiating informal measures to correct misconduct or making recommendations for formal discipline based on human resource policies.

*Conducted annual performance reviews for team members and other duties as assigned.

Associate Provider Systems Information Administrator

Coventry Health Care Harrisburg, PA September 2010 – July 2012

*Responsible for coding and building provider demographic and payment information and/or client provider network information into the transactional system and other databases.

*Extracted data from the transactional system for analysis and system setup. Facilitated resolution of provider, group, or contract related claims users.

*Supported accurate claims auto-adjudication and accurate claims payments.

*Supported Information Administrators in servicing health plans, customer service/claims by providing data used to develop new products & strategies. Acted as an interface between health plans and customer service/claims.

*Provided support to the health plan, customer service/claims department regarding system capabilities and limitations.

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