Customer Experience Supply Chain

Olivia Martin

**********@*****.*** 854-***-**** New Bern, NC

SUMMARY

Results-driven professional with 10 years of experience in operations management and customer experience, seeking role of People Operations Analyst. Proven track record in performance improvement and workforce management. Expertise in process implementation and strategic planning to enhance customer satisfaction and operational efficiency. WORK EXPERIENCE

Ultimate Medical Academy Remote in Tampa, FL

Career Services Manager Jan 2023 - Present

• Manage a team of Career Services Advisors focusing on remote healthcare employment opportunities and fostering partnerships within the industry.

• Analyze performance metrics to develop action plans for enhancing both individual and team effectiveness in alignment with performance management standards.

• Oversee forecasting and support strategies for the career progression of current students, recent graduates, and alumni.

• Ensure compliance with state and federal regulations, including Department of Education and accrediting agency standards, while contributing to recruitment and training initiatives. Industry Data Exchange Coorporation Remote in Arlington, VA Business Development Analyst Dec 2022 - Dec 2023

• Facilitated successful implementation of software solutions by providing technical support, system integration, and project assistance to a diverse customer base.

• Enhanced data quality and customer satisfaction by analyzing, transforming, and uploading product data, ensuring adherence to data standards and resolving issues in a timely manner.

• Supported business growth by establishing and maintaining profitable customer relationships and providing platform demonstrations and training to maximize client engagement and service utilization.

• Acted as a liaison between customers and the software development team, communicating requirements and contributing to the continuous improvement of platform functionality and user experience. W.W. Grainger Industrial Supply Marine Corps Air Station Cherry Point, Charleston, SC

Operations Manager Jun 2017 - Dec 2022

• Re-established production meetings and improved collaboration with key stakeholders, enhancing operational efficiency and communication.

• Addressed and corrected over 350,000 transaction discrepancies while efficiently processing an additional 400,000 transactions.

• Conducted thorough reconciliation of inventory and personnel lists, restoring accurate tracking of assets and user authorizations valued over $126,000.

• Expedited procurement of mission-critical components worth over $100,000, significantly contributing to the success of military and federal operations.

• Implemented and trained team on a new electronic database process, resulting in a 50% increase in team productivity and a $60 million rise in sales over six months. Branch Manager Jun 2017 - Dec 2022

• Designed and executed new standard operating procedures, optimizing the order-to-cash cycle, which reduced processing time from 5 to 3 business days.

• Implemented inventory management strategies that led to a 35% reduction in excess stock within a quarter.

• Developed and introduced technological tools to improve customer service, focusing on product pricing, availability, and alternate solutions.

• Managed a cross-functional team initiative that achieved 100% retention of 890 furloughed employees during the pandemic period.

O2 Fitness Dorchester Road, North

Charleston, SC

Membership Consultant Sep 2016 - Aug 2017

• Enhanced member satisfaction by maintaining operational excellence standards.

• Grew community engagement by 25% through strategic relationships with local businesses and event involvement.

• Assisted prospects in achieving fitness objectives by effectively presenting products, programs, and services. Hyatt Place North Mazyck Road, Charleston, SC

Front Desk Supervisor, Night Audit Dec 2014 - May 2016

• Greeted and processed guest check-ins and check-outs, ensuring efficient handling of inquiries and provision of detailed information on hotel amenities and promotions.

• Coordinated with housekeeping to manage room status updates, including check-outs and sleep-outs, maintaining an updated inventory of vacancies.

• Reconciled and closed daily financial transactions, including credit card, cash, and check payments, and efficiently resolved guest billing issues.

EDUCATION

Purdue University Global

Master of Science, Cybersecurity- Programming and Analytics West Lafayette, IN

2024

College of Charleston

Bachelor of Science, Economics- Microeconomics

Charleston, SC

2017

CERTIFICATIONS

HazMat Shipping 2017

Microcomputer Programming 2020

Lean Six Sigma Yellow Belt 2021

Lean Six Sigma Green Belt 2022

Logistics Chain Management 2018

Logistics and Embarkation Specialist 2017

SKILLS

Process Implementation • Business Planning • Change Management • Supply Chain Consulting • Sap • Salesforce • Advanced Microsoft Access • Advanced Microsoft Excel • Soe • Microsoft Office Suite • CRM • Verint • SharePoint • PowerBI • Oms • ServiceNow • JavaScript • Java • JQuery • PHP • SQL • CSS • HTML • Python • ZoHo • Customer Service • Interpersonal Skills • Problem Solving • Decision Making • Project Management

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