Customer Service Representative

Abriale Johnson, Customer Service Representative

Baltimore, 21230, MD, 443-***-****, *************@*****.*** SUMMARY Dynamic Customer Service Professional with over 6 years of experience in client relations and support roles. Proven expertise in managing customer inquiries and enhancing satisfaction, exemplified by successful portfolio management at Solo Cup Company and team supervision at Bway Corp. Delivered exceptional service in fast-paced environments while resolving issues effectively. Committed to utilizing strong communication and interpersonal skills to contribute positively to a remote team, ensuring continued customer satisfaction and loyalty.

WORK EXPERIENCE

04/2023 – 02/2025 Material Purchasing Planner, Tilley Distribution Middle River, USA Reviewed daily Material Requirements Planning (MRP) demand, issued purchase orders, and monitored supplier deliveries to ensure seamless production flow.

Established and maintained effective partnerships with key suppliers, optimizing the demand planning process and determining optimal inventory levels.

Coordinated direct shipments from suppliers and reconciled pricing discrepancies to maintain cost-effectiveness and accuracy in billing. 08/2022 – 04/2023 Purchasing Agent, MaxCyte Rockville, USA Maintained NetSuite system integrity by updating supplier contact information, ensuring accurate phone numbers, emails, and key personnel details.

Facilitated material inspection processes and managed comprehensive documentation for procurement activities in alignment with organizational policies.

Established and nurtured professional relationships with suppliers, effectively negotiating updated quotes, lead times, and resolving delivery discrepancies.

Managed purchase order modifications, monitored order fulfillment, and collaborated with suppliers to reconcile purchase orders, ensuring accurate shipping details for production materials.

06/2019 – 08/2022 Buyer / Procurement, Cangene Bio Pharma Baltimore, USA Devised a procurement strategy focused on cost reduction, enhanced customer service, and adherence to compliance standards, resulting in significant operational efficiencies.

Attained substantial cost savings by identifying and implementing improvements, surpassing the target by 150% with $10.3M in cost reductions.

Accelerated a major $10M construction subcontract approval process from 45 days to 14 days by effectively collaborating with department managers, demonstrating robust project management skills.

03/2018 – 05/2019 Personnel Security Analyst, Xcelerate Solutions Hanover, USA Conducted thorough analyses and processed personnel security clearance information, ensuring compliance with government regulations and guidelines.

Managed records and data within National Security Databases, performing updates and document workflow assignments.

Assessed and determined the acceptance or rejection of classified information non-disclosure agreements, effectively communicating status to Facility Security Officers.

06/2017 – 03/2018 Assistant Buyer Purchasing, Hamilton Associates Owing Mills, USA Assisted in the procurement of merchandise by drafting purchase orders and maintaining inventory levels to meet organizational needs. Negotiated with vendors to secure favorable pricing and deadlines, ensuring effective communication across departments for seamless buying operations.

01/2017 – 05/2017 Senior Account Specialist, Office Team Fulton, USA Managed a diverse portfolio of client accounts at Office Team, ensuring high levels of customer satisfaction through expert resolution of queries, consistent communication, and tailored account management strategies. 09/2016 – 12/2016 Technical Service Representative, Net2Source Sparks, USA Provided exceptional technical support and customer service for Net2Source clients, resolving a wide range of software and hardware issues, managing ticketing systems, and consistently achieving high satisfaction ratings from users.

11/2015 – 08/2016 Account Specialist, Fluid Management Wheeling, USA Managed key accounts at Fluid Management, overseeing order processing, issue resolution, and client relations to ensure superior customer satisfaction and retention.

02/2015 – 07/2015 Customer Service Supervisor, Bway Corp Chicago, USA Supervised a dynamic customer service team at Bway Corp, ensuring high-quality support by managing training, overseeing daily operations, resolving escalated customer issues, and implementing strategies to enhance customer satisfaction and loyalty.

02/2014 – 02/2015 Consumer Relations Specialist, Walgreens Deerfield, USA Managed and resolved customer inquiries and complaints, ensuring a high level of satisfaction by providing knowledgeable assistance and maintaining positive relationships with consumers at Walgreens. 09/2009 – 02/2014 Customer Account Manager, Solo Cup Company Lake Forest, USA Managed a portfolio of client accounts at Solo Cup Company, fostering relationships, addressing inquiries, and ensuring satisfaction with the company's products and services through strategic account oversight and personalized customer service.

SKILLS Purchasing Inventory Management

Supplier Relationship Management Cost Reduction

Project Management Bid Solicitation

Budget Management Contracts Management

Supply Chain Management Data Entry

Leadership Management

Customer Service Negotiation

Communication Teamwork

Self-Motivation Professional Demeanor

Contact this candidate