Customer Service Data Analysis

I R I E SHORTER MBA PROFESSIONAL

281-***-**** ************@*******.*** Spring, Texas

CAREER SUMMARY

Dynamic and results-oriented professional with 18 years of experience in customer service, compliance, operations, and business management. Demonstrated expertise in process optimization, data analysis, and cross-functional collaboration to drive operational efficiency and achieve organizational goals. Adept at managing complex projects, enhancing customer satisfaction, and delivering innovative solutions to meet business objectives. Equipped with an MBA and a strategic mindset, I excel at leading teams, streamlining workflows, and implementing initiatives that deliver measurable results. CORE COMPETENICES

Customer Engagement & Satisfaction Problem Solving Root Cause Analysis Process Optimization & Workflow Enhancement Regulatory Compliance & Risk Mitigation Strategic Planning & Cross-Functional Collaboration Data Analysis & Metrics Reporting Project Management

Program Management

TECHNICAL SKILLS

ERP Systems: Dynamics 365, JDE, and Movex Data Analysis & Metrics Project Management PROFESSIONAL EXPERIENCE

CUSTOMER CARE LEAD NOV Houston, TX Jan 2017 – Present

• Proactively led customer service initiatives, improving satisfaction and complaint resolution rates.

• Conducted detailed customer data analysis to identify trends and implement improvements.

• Established weekly team meetings to align goals and implement process enhancements.

• Trained and coached new employees, fostering a collaborative and high-performing team environment.

• Maintained compliance with departmental policies, promoting operational consistency.

• Built and maintained strong client relationships, enhancing loyalty and retention.

• Provided technical product knowledge and negotiated vendor pricing agreements to maximize profitability.

• Created accurate sales documentation and contributed insights during team discussions to address challenges. INSIDE SALES REP NOV Houston, TX March 2013 – Dec 2016

• Built and maintained strong client relationships, enhancing loyalty and retention.

• Provided technical product knowledge and negotiated vendor pricing agreements to maximize profitability.

• Created accurate sales documentation and contributed insights during team discussions to address challenges. INTERNATIONAL SALES COORDINATOR Robbins & Myers, Inc. Willis, TX July 2006 – Feb 2013

• Served as the primary liaison for South American operations, demonstrating cultural adaptability.

• Prepared commercial proposals, managed international orders, and ensured export compliance.

• Collaborated with logistics partners to execute large projects on time, meeting client expectations.

• Delivered comprehensive backlog reports, aiding informed decision-making and operational improvements. EDUCATION

MASTER’S DEGREE Business Administration University of Phoenix 2022 – 2023 BACHELOR’S DEGREE Business Administration & Management Sam Houston State University 2017 – 2021

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