Customer Service Operations Manager
Resume:
Employment history
Dispatcher Mar **** - Present
Bethel Farms at Arcadia, FL
Customer Service Representative Sep 2022 - Present Bethel Farms at Arcadia, FL
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Built rapport with customers through active listening, empathy, and personalized interactions
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
• Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
• Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
• Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
Shawna Alderman
Operations Manager
Operations Manager with 8+ years of expertise in logistics and supply chain management, known for pioneering innovative strategies that enhance operational efficiency. Adept in budget management and process improvement, leveraging advanced Microsoft Office skills to streamline warehouse operations and dispatch coordination. Committed to fostering a collaborative environment and driving growth through strategic leadership and a visionary approach. Arcadia, Arcadia, US, 34266
******************@*****.***
Coordinate daily logistics for efficient delivery, enhancing team communication and reducing delays.
Optimize route planning, achieving timely deliveries and minimizing fuel consumption.
Manage scheduling, ensuring resource allocation aligns with operational demands.
Resolve dispatch issues promptly, maintaining service quality and client satisfaction.
Skills
Quality Control
Microsoft Office
Warehouse Management
Order Picking
Customer Service
Inventory Control
Forklift Operation
Logistics
Dispatching
Data Entry
Team Leadership
Process Improvement
Supply Chain
Risk Management
Vendor Management
Critical Thinking
Leadership
Teamwork
Problem Solving
Communication
• Upsold additional products or services to customers based on their needs and preferences
• Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
• Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
• Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
• Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
• Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings
• Cultivated positive relationships with key clients through regular communication channels such as phone calls or email correspondence Operations Manager Jan 2017 - Sep 2022
Trinity Services Group at Arcadia, FL
• Oversaw daily operations for all canteen operations and warehouse
• Oversaw multiple vendor deliveries weekly to supply canteen product for sale, ensuring ordering system was accurate and if items were out of stock product was gathered from other facilities
• Inventory procedures in accordance with TKC policies were to be completed weekly/monthly
• Weekly deliveries delivered to all canteens utilizing forklift and TKC equipment, ensuring product accountability and accurate inventory
• Upkeep of all equipment owned/leased by TKC and reported and replacing of each vendor's equipment when issues arise
• Audit compliance with FDOC such as paperwork, product dates and rotation, equipment upkeep, all health and food standards
• Reduced operating budget waste by XX% year-over-year for the past XX years through new inventory management system
• Managed fleet dispatch, ensuring timely deliveries and improved customer satisfaction
• Utilized GPS for real-time tracking, optimizing routes for faster delivery times
• Maintained driver communication, swiftly resolving issues to enhance service quality
• Introduced digital communication system, achieving noticeable operational efficiency gains
• Trained new dispatchers on SOPs, promoting a cooperative work environment and enhancing overall team performance
• Implemented new staff training process, incentive program, and career advancement initiatives to identify, coach, and support high performers and management trainees
• Streamlined re-engagement of lost customers in collaboration with the marketing department, increasing customer retention by XX%
• Led a team of XX operations specialists in optimizing supply chain processes resulting in a XX% reduction in lead time
• Developed and implemented quality control procedures that improved product quality by XX%
Negotiation
Strategic Planning
Budget Management
Analytical Skills
Conflict Resolution
Languages
English
Native
• Managed vendor relationships to negotiate favorable terms resulting in cost savings of $XX per quarter
• Analyzed production data to identify bottlenecks and inefficiencies, implementing process improvements that increased productivity by XX%
• Collaborated with cross-functional teams to develop and implement standard operating procedures (SOPs) for all operational processes
• Conducted regular performance evaluations for team members, providing feedback on areas of improvement and recognizing achievements
• Oversaw the implementation of a new ERP system, resulting in streamlined operations and improved data accuracy
• Optimized warehouse layout to improve efficiency and reduce picking errors by XX%
• Implemented safety protocols that reduced workplace accidents by XX% over a two-year period
• Developed key performance indicators (KPIs) for each department within the organization to track progress towards operational goals
• Managed inventory levels to ensure optimal stock availability while minimizing carrying costs
• Coordinated logistics activities including transportation planning, warehousing optimization, and order fulfillment
• Implemented demand forecasting models which reduced stockouts by X%
• Developed strategic partnerships with suppliers leading to improved pricing terms
• Created employee development programs focused on enhancing technical skills
• Established and maintained relationships with key stakeholders to ensure smooth operations
• Implemented a preventive maintenance program that reduced equipment downtime by XX%
• Managed the implementation of new technology systems, resulting in improved operational efficiency
• Developed and implemented a comprehensive risk management plan to mitigate potential operational risks
• Led cross-functional teams in process improvement initiatives resulting in cost savings of $XX per year
• Implemented inventory control measures that reduced stock discrepancies by XX% Education
High School Diploma Mar 2009
Wahiawa Community School at Wahiawa Hi
References
Brandy Keen
Bethel Farms
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