Customer Service A Team
Resume:
Lena M. Lewis
Phone: 281-***-**** E-mail: **********@*****.***
CAREER OBJECTIVE
Pursue a career with an established company to utilize my extensive success and experience in the oil and gas industry. My mindset is to accept new challenges and offer a unique combination of creativity and analytical skills to assess and resolve any problems that may arise. Pursue the opportunity to develop and to effectively demonstrate my abilities and make a positive contribution within an established organization. SKILLS AND ABILITIES
• SAP Software
• Microsoft Windows – Several versions
• Microsoft Office Suite
• Workday
• Teams
• RailConnect
• 100+ WPM with 10 Key - Touch
• Working knowledge of industrial safety
measures and environmental quality controls
• Logistics and Administrative Support
Systems
• Proven ability to handle confidential
documents and personnel records.
• Hard working and dedicated; able to
perform as a part of a team or
independently.
• Efficiently plan, organize, and prioritize
tasks.
EDUCATION
HASC Completed September 2023
Speaking to Lead Pasadena, Texas
HASC Completed May 2023
Foundational Leadership Training Pasadena, Texas
Performance Master’s Incorporated Graduated December 2004 120 Classroom / Laboratory Hours Houston, Texas
Radiologic Texas Department of Health License
Deer Park High School Graduated May 1998
Health Occupation Students of America Deer Park, Texas General Studies
PROFESSIONAL EXPERIENCE
BWC Terminals October 2016 – January 2025
Customer Service Supervisor Houston, Texas
• Lead a team of 10, increasing productivity by 30% through streamlined workflows.
• Resolved 100+ customer inquiries per day, reducing response time by 40%.
• Overseeing and assessing customer service staff activities, providing them with regular performance-related feedback.
• Strategizing and monitoring the daily activities of customer service operations.
• Assisting customer service staff with duties where required.
• Training staff in the areas of customer service and company policies.
• Investigating and solving customer service complaints.
• Complete customer audits.
• Assisting with the development and implementation of service policies and explaining these to staff and customers.
• Maintaining documentation pertaining to customer service department activities.
• Create and maintain standard operating procedures.
• Create and maintain billing sheets to help my team.
• Manage customer inventory levels and inventory reconciliation after each move and product transfers for two terminals.
• Supervise and maintain record of all real-time perishable inventory levels to ensure minimization of product obsolescence and stock out for two terminals.
• Conduct daily cycle counts and investigate and reconcile inventory discrepancies to ensure ongoing inventory accuracy for two terminals.
• Ensures that quantities of incoming and outgoing shipments are correct for two terminals.
• Reconciles inventory on and off the vessels for two terminals.
• Customer Service and providing a single point of contact for customers.
• Provide effective Customer Service and assist with customer orders, order processing and customer relations issues for two terminals.
• Effective data entry and maintain order database systems.
• Researching monthly tank usage by delivery and load tickets and resolving inventory discrepancies.
• Perform regular activation and prepare performance-based reports for inventory for two terminals.
• Physically reconcile product inventory and compile reports pertaining to inventory.
• Enter tank gauges daily for two terminals.
• Confirm and verify all in-bound and out-bound vessels with marine inspectors and surveyors for two terminals.
• Reconcile all tanks for EOM reporting and send reports to all customers for two terminals.
• Work with vessel agents and customers to ensure all vessel documentation are in place for two terminals.
• Provide daily status updates, created paperwork and forms for product transfers for two terminals.
• Assist AP in assuring proper invoicing of all modes of transportation.
• Back up rail coordinator on Veolia truck and rail movements, in and out of the terminal in their SAP system.
• Create SOC’s (Statement of Cargo) for each marine vessel movement in and out of the terminal and send it to the Port of Houston.
• Customer Service and providing a single point of contact for customers.
• Provide effective Customer Service and assist with customer orders, order processing and customer relations issues.
• Record and maintain accurate files and documentation for such orders.
• Effective data entry and maintain order database systems.
• Scheduling daily trucks for multiple customers averaging about 3500 trucks per month.
• Scheduling daily rail for multiple customers averages about 350 railcars per month.
• Researching monthly tank usage by delivery and load tickets to resolve inventory discrepancies.
• Performing additional duties where needed.
Sun Coast Resources, Inc. September 2011 – October 2016 Tank Department- Special Projects Administrator Houston, Texas
• Abide by all safety procedures and practices applicable to fuel storage and transportation, championing a commitment to safety and environmental principles.
• Provide sound customer service and work closely with sales and legal departments on the drafting and implementation of Tank Rental Contracts and Agreements, Monitor Agreements and Monthly billing and accounting record of all Monitor Usage and Tank Rental contracts.
• Retain constant communication with the Sales Department VP to discuss customer non-adherence and provide marginal usage spreadsheets for tank rental gain/loss margins.
• Researching monthly tank usage by delivery and load tickets and resolve inventory discrepancies.
• Create and maintain the company’s tank assets in SAP to assure a current inventory.
• Special Projects include Fleet Management Inventory Projects and others assigned by the CEO.
• Create Purchase Orders for our Service Dept.,
• Equipment Assets and maintaining up to date records of fleet registrations.
• Hurricane Prep work - contracts, billing, rentals and assigning equipment during emergencies.
• Driver Dispatch and tracking of shipments, deliveries, and monthly tank fill ups. Texas Terminals LLP May 2003 – September 2011
Export Manager Houston, Texas
• Provide effective Customer Service and assist with customer orders, order processing and customer relations issues.
• Record and maintain accurate files and documentation for such orders.
• Coordinate and assist with cargo and vessel documentation and record keeping of marine operation.
• Responsible for resolving all issues that customers and personnel had with all receipts.
• Professional Knowledge of S.D.S. & Dangerous Cargo, Health Safety and Environmental controls, continued safety training procedures and working with local state and government officials regarding industrial safety requirements.
Equity Trucking Company August 1998 – February 2003 Accounts Receivable-Billing Houston, Texas
• Provide effective Customer Service and assist with customer orders, order processing and customer relations issues.
• Invoicing for six terminals, including credits and rebill items as needed.
• Effective data entry and maintain order database systems.
• Learned how to perform as needed in a professional environment while gaining working knowledge of all aspects of the industrial transportation industry. PROFESSIONAL RECOMMENDATIONS
Candace Winton – BWC Terminals Phone: 832-***-**** Personal and Professional Reference *******.******@*****.*** Carrie Bothmann – Sun Coast Resources, Inc. Phone: 281-***-**** Professional Reference *********@*****************.*** Jen Tomas – BWC Terminals Phone: 281-***-****
Professional Reference ***.*******@*****.***
Available for on-site, hybrid and remote roles.
Contact this candidate