Customer Service Warehouse Lead
Resume:
Wilmington, US *****
*************@*****.***
SUMMARY
Strong leader and problem-solver
dedicated to streamlining operations
to decrease costs and promote
organizational efficiency. Uses
independent decision-making skills
and sound judgment to positively
impact company success. Energetic
warehouse lead dedicated to
enhancing customer satisfaction
meeting profitability goals and
managing staff. Recognized for
leading and guiding staff to meet
common organizational targets. Well
organized with stellar time
management abilities.
ERICA AMEZCUA
EXPERIENCE
December 2023 - March 2025
CSR Geodis Carson, CA
Contacted customers about potential service upgrades, new services and account changes.
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Assisted customers with price checks, lifting heavy items and addressing other inquiries.
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Provided customer service support to customers over the phone and by email.
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• Answered inbound calls, chats and emails to facilitate customer service. Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
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• Updated databases with new and modified customer data. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
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• Handled customer inquiries and complaints in a timely manner. De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
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Generated reports on customer inquiries and complaints for management review.
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• Participated in team meetings or training sessions when necessary. Utilized job-related software to prepare change of address records and issue service discontinuance orders.
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• Followed up with customers to ensure their satisfaction.
• Maintained up-to-date knowledge of company products and services. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
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Maintained records of customer interactions, transactions, comments and complaints.
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• Updated job knowledge by participating in educational opportunities. Performed account maintenance activities such as updating client information in databases.
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• Developed strategies to improve quality of customer service delivery. Remained calm and professional in stressful circumstances and effectively diffused tense situations.
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Demonstrated excellent verbal communication skills when interacting with customers.
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Documented all conversations with customers in CRM software according to company standards.
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• Processed orders, forms, applications, and requests. June 2023 - September 2023
CSR Brown's West Logistics Wilmington, US
August 2020 - September 2022
Warehouse department LeadWolf and Shepherd Gardena, US Provided top quality control and eliminated downtime to maximize revenue.
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Assisted customers with product selection based on their needs and preferences.
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• Assisted in the development of customer service procedures and policies.
• Was in charge of the returns and repair department
• Learned and worked daily with Receiving inventory
• Labeling
• Restocking
• RMAs
• Inventory count
• Etc
• I also worked with Netsuite
• Shiphawk
• Shopify and
• RF smart
Communicated with managers of other departments to maintain transparency
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• Kept employee workloads fair and balanced to achieve objectives
• While maintaining high job satisfaction
• Created and enforced department policies
• Procedures and standards to establish productivity and quality
• Introduced new methods
• Practices and systems to reduce turnaround time
• Oversaw efficient inventory stocking and supply rotation Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands
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• Partnered with merchandising team to plan and execute floor moves
• Merchandise placement and overall sales set-up
Worked actively with management team to create daily and weekly sales plans based on weekly sales trends
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• Set up displays and trained employees on current promotions Reduced process bottlenecks by training and coaching employees on practices
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• Procedures and performance strategies
• Monitored customers and employees to evaluate loss prevention risks
• Performance and customer service
• Implemented corporate planograms for new department products
• Oversaw Returns and Repair department staff to cover for other department September 2019 - December 2019
Inventory clerk Citizen Watch Company Torrance, US leaders
Performed statistical analyses to gather data for operational and forecast team needs
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• Prepared detailed reports for management to clarify existing trends Review sales and inventory data and support shrink minimization and safety awareness
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• Chaired department meetings covering new implementations
• Problem-solving and other operational areas
• Helped teachers develop and revise lesson plans to maximize effectiveness
• Learned and worked daily with Receiving inventory
• Labeling
• Cycle count
• Inventory audits
• RMAs
• Replenishments
• Inventory count
• Etc
• Completed physical inventory counts each month
• Performed data entry and completed proper paperwork
• Maintained inventory count
• Tracked usage and documented variances
• Recorded information
• Shortages and discrepancies to keep records current and accurate Verified incoming products and checked delivery totals to keep system records current and accurate
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Used handheld devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies
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Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors
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Assisted in processing of new inventory and disposal of outdated items to keep products fresh and up-to-date
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Developed and implemented strategies to keep stocks organized and reduce excess inventory
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Completed stock inventories to identify and address issues negatively impacting controls
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Collaborated with the procurement team to establish steady supply of inventory
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Evaluated incoming shipments for quality issues and processed unacceptable materials for return
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Implemented systems for tracking and managing stock levels with accuracy and precision
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EDUCATION AND TRAINING
November 2005
High School
Banning High School, Torrance, CA
CERTIFICATIONS
• Multilingual Logistics, 3 years
• Data Entry, 2 years
• Inventory Control, Less than 1 year
• Inventory Clerk, 2 years
• Computer Literacy, 3 years
• Order Picking Experience, 2 years
• Workday, 3 years
• Typing, 2 years
• Quality Control, 2 years
• Manufacturing Experience, 2 years
• Merchandising Quality Assurance, 2 years
• Warehouse Experience, 3 years
• NetSuite Warehouse management, 2 years
• Shipping, 2 years
• Receiving, 2 years
• Certified Dental Assistant, 2 years
ACCOMPLISHMENTS
Recognized for leading and guiding staff to meet common organizational targets.
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• Authorized to work in the US for any employer.
LANGUAGES
• English, 10+ years
• Spanish, 10+ years
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