Customer Service Operations Manager
Resume:
Jason Feliciano
Operations Manager/Logistician
*******@*****.***
Scranton, PA 18518
Summary
Operations Manager with 10+ years of experience supervising multiple teams of employees, while planning and maintaining work schedules and updating procedures and policies while performing customer service activities, accounts receivable, billing and payroll duties.
Work Experience:
Client Service Supervisor/Logistics Coordinator
HelloFresh - Newark, NJ
December 2021 to Present
Manage customer service team
Respond to customer inquiries & escalations
Develop policies and procedures
Focus on team building and employee growth
Hire staff & Train Staff
Develop goals, metrics and report progress.
Visualize and facilitate logistics of the warehouse, transportation, and customer service.
Communicate and negotiate with manufacturers, suppliers, vendors, and retailers.
Supervise and organize orders of raw materials and equipment.
Coordinate and monitor operations of the supply chain.
Onboarding Manager/Client Service Manager
Propertyroom.com - Brooklyn, NY
January 2016 to August 2021
Organize orientation programs (first day, first week, first month and first quarter)
Act as a consultant to new employees.
Create and update our employee handbook.
Monitor new hire turnover and retention rates.
Schedule and oversee training sessions.
Introduce new hires to current employees.
Account and Inventory Management
Dispatch and logistics
Responsible for client relations
E-Commerce Manager/Call Center Manager
Shoplet.com - New York, NY
November 2011 to December 2015
Managing a staff of 100+ customer service and sales agents.
Hire, onboard and train call center personnel.
Coach call center staff through challenging customer service issues.
Analyze call center data and generate metric reports for upper management.
Evaluate staff effectiveness and performance annually or on an at-need basis.
Manage overflow inventory, monitoring shipping and receiving of merchandise, travel logistics and transport, delivery dispatch.
Develop monthly, quarterly, and annual call center goals and action plans.
Prepare work schedules to ensure sufficient coverage.
Create workflow and training for third party vendors (Walmart, Amazon, Rakuten, etc.)
Education:
Certificate in Music Business
Institute of Audio Research - New York, NY
September 2002 - June 2004
High School Diploma
Curtis High School-Staten Island, NY
September 1998 – June2002
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