Customer Service Team Leader

Giannina Capelli Santos

**** ******** *****, ********* **, 34758

860-***-**** **************@*****.***

To obtain a position which will allow me to use my experience, knowledge and leadership skills in support of the organization. Looking to continue the development of my knowledge and skills to further my career.

Skills

●Team leader who effectively meets goals through strong leadership, interpersonal communication and analytical abilities.

●Advanced knowledge in computer OS (windows XP, Windows 7)

●Advanced knowledge in computer data processing programs (Microsoft word, excel, PowerPoint)

●Skilled staff developer and coach who motivates staff to reach their full potential.

●Verbal and written literacy in both English and Spanish.

●High tolerance for work under pressure and tight deadlines.

●Highly organized and goal oriented

●Knowledge in WMS

●Productivity driven, change agent experienced in establishing and implementing department goals and objectives, managing change and designing successful sales/customer service strategies.

●Experience in overseeing budgets, and leading sales force toward targeted goals.

Professional Experience

The Paper Store December 2018 to July 2024

Distribution Center

During my tenure at the DC, I worked in multiple departments providing hard work and leadership.

I was recognized for my contributions, being promoted to a Lead and then Supervisor.

Supervisor

DC – April 2022 to July 2024

●Provide leadership and motivation in my department to achieve productivity goals.

●Provide coaching and guidance when necessary.

●Created a positive work environment for my team.

●Monitor employees assistance and productivity.Goal setting.

●Supervise and assist in the receiving process of our product.

●Process orders in the system and do reworks( troubleshoot)

●If there are any discrepancies so the inventory is correct when receiving or shipping the product.

●Supervise and assist Splitting our product to store or our different departments.

●Receiving, bagging or pricing, picking, packing and shipping to our E-commerce department, stores or customers.Adjust inventory so the orders get shipped correctly.

●Troubleshooting and cycle counting off and on inventory as necessary.

●Assist on our DC inventory.

●Monitor and order E-commerce supplies.

●Paletize boxes and totes of product.

●Constant Email communication between truckers, supplies, stores, buyers and allocators.

●Paid translator for employees, company meetings and interviews.

DC Lead – December 2018 – July 2024

●Provide leadership and train new associates.

●Pick, pack and ship merchandise from the catalog online store ensuring the team was efficient and accurate.

DC Associate – December 2018 to June 2021

●Pick, pack and ship merchandise from the catalog online store.

Service Expert, Family Dollar – April 2017 to August 2017

●Work as a cashier and provided excellent customer service.

●Responsible for pricing and organizing merchandise.

Taxi Dispatcher, Aerostar Airport Holdings LLC. – June 2014 to December 2014

●Register the license of the taxis that enter the airport, charge the assigned fee though a cash register system and assign a turn with the purpose of Taxi control.

●Offer attention and orientation to the users and passengers in relation to the ground transportation that provides the airport.

●Assign the taxi that corresponds to the user according to order of arrival delivering the corresponding receipt with all the information completed.

●Report to the immediate supervisor or the AOCC Amy irregularities detected in the operation or in the airport according to the case.

●Execute the different procedures established in relation to the taxi dispatch that involve security, emergency and others.

●Perform any other tasks assigned by my supervisor.

●Assists tourists getting a cab upon arrival at the airport.

Sales Representative, Mid-South Sales – 2012 to 2013

●Door to door sales.

●Translator

●Appointment setting.

●Personnel recruitment and training.

Sales Representative, T-Mobile – 2009 to 2010

●Call center-based operation.

●Outbound campaign of indirect sales for the brand.

Customer Service Representative, American express -- 2003 to 2006

●Actively supporting the marketing department in the enrollment process of merchant on marketing programs.

●Coordinated the launch of four countries and offer on the "Selects" program website.

●Coordinated with IDC staff, particularly relationship and welcome acceptance to selected top prospects.

●Responsible for negotiating exclusive offers with merchants, reviewing the quality of offers, translating offers, and updating the website.

Education & Certifications

John Dewey College, Puerto Rico. 2003 (18 credits)

• Pre-school education

National College, Puerto Rico. 2001- 2002 – (15 credits)

• Secretarial and word processing.

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