Customer Service Operations Management

Lanette Walbridge

209-***-**** ****************@*******.*** Modesto, USA 95356

SUMMARY

Dynamic professional with extensive experience at Sensient Technologies, excelling in workforce operations management and performance improvement. Proven track record in leading high-performing teams, enhancing customer satisfaction, and implementing data-driven strategies. Skilled in KPI management and team training, driving significant reductions in receivables while fostering employee engagement initiatives. AREAS OF EXPERTISE

Workforce Operations Management

Performance Management

Program Management

Staffing

Comprehensive project oversight

KPI management

Performance Process Assessment

Performance Process Improvement

Vendors Management

Suppliers Management

Client Interface

Process Improvement

Process automation

Compliance regulations

Team management

Training

Cost containment and reduction

Analytical thinking

Employee engagement initiatives

Cultural Initiatives

EXPERIENCE

Associate Manager, Customer Insights and CRM, Symphony AI, January 2023-January 2024 Modesto, CA

Manage and utilize customer data to generate benefit and value. Client-facing partner to key clients and insights consultants. Build Customer Centric perspective to support client decision making, customer behavior, promotions, advertising, vendor negotiations.

Develop data driven insights and present actionable insights. Coach teams in applying insight and recommendations created from strategic insights. Customer Service Manager, Natural Ingredients, Sensient Technologies, Inc., January 2020-January 2022

Turlock, CA

Directed a high-performing team of eight remote/on-site customer service representatives, during/after Covid-19 to manage historically high-volume orders, while ensuring process and performance improvement.

Assessed and reported department KPIs; developed and instituted PIPs and corrective action protocols.

Enhanced staff skillset in line with organizational objectives by delivering effective training and mentorship.

Monitored order cycle through completion, including order placement, production, shipment, and delivery.

Created and improved ERP processes for order entry, accounts receivable, collections, and data management.

Kept statistics on KPIs with current system and KPIs with new system to evaluate project direction/success.

Forecasted orders volume in each quarter, focusing on maximizing orders for exceeding sales/revenue targets.

Utilized ERP systems to track order status, schedule, and quality, while consulting with other areas of service for production.

Gathered accurate feedback of customers by sending yearly satisfaction surveys to all customers, aimed at developing robust strategies to enhance their experience. Maximized customer satisfaction/retention level by delivering best-in-class services, as well as quickly resolving complex problems/concerns.

Oversaw all customers by evaluating contracted/forecasted volume while maintaining productive relationships with customers/clients to generate business. Executive Assistant to General Manager, Sensient Technologies, Inc., January 2020-December 2020 Turlock, CA

Selected from a large team to serve as Executive Assistant, based on outstanding performance record.

Facilitated executive leadership team by providing exceptional administrative support, including planning/coordination of executive meetings, compilation/distribution of confidential financial reports, and maintenance of sensitive information. Delivered top-notch services as Company Contact for corporate, customer/vendor meetings, visits, and site tours.

Facilitated Annual HQ visit by creating business review using PowerPoint. Collaborated with corporate officers and key customers on behalf of general manager, for seamless flow of work.

Created and communicated Covid-19 office safety protocols throughout the pandemic, aimed at ensuring overall safety.

Designed management presentations and compiled and distributed monthly sales and operations planning (S&OP) reports.

Managed all details for off-site leadership meetings, corporate enclaves, and company events, such as town halls, holiday celebrations, sales meetings, and employee appreciation occasions, while ensuring procedural accuracy.

Office Manager Accounts Receivable Specialist, Sensient Technologies, Inc., January 2018-December 2020

Turlock, CA

Streamlined day-to-day office operations by executing robust business management strategies.

Maximized overall productivity by supervising, mentoring, training, and coaching diverse teams, as well as delegating assignments to cross-functional staff for timely completion. Developed and maintained filing systems for establishing an easy-to-access record system. Received and processed all payments, while ensuring procedural accuracy and transparency.

Recovered pending receivables by reducing total due collections from over 5M to under 900K within one year.

Administrative III Senior Data Processor, County of Stanislaus, Community Services Agency, January 2005-December 2017

Modesto, CA

Supervised a cross-functional team of 15 members for management of business-critical tasks. Ensured procedural adherence with applicable state, federal, and local laws/regulations by developing advanced processes.

Drafted procedures for and compiled master child protective services handbook for all areas of service, while delivering changes to all social workers and management. Fulfilled training needs by exploring sites for training, securing dates, discovering master list of mandated reporters, and maintaining registered attendees list. Redacted records per federal/state laws for law enforcement, courts, and community. EDUCATION

Business Administration

General Accounting, Modesto Junior College, Modesto CA WEBSITES, PORTFOLIOS, PROFILES

http://www.linkedin.com/in/lanettewalbridge/

TECHNICAL PROFICIENCIES / CERTIFICATIONS

Lean Six Sigma Green Belt

Program Management Certificates

Oracle/JDE/SAP

CPR/First Aid/AED Certified

FEMA/NIMS Disaster Trained

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