Customer Service Distribution Center

Lorena Sulkollari

Worcester, MA 508-***-**** ******.**********@*****.***

Professional Summary

Highly organized and detail-oriented administrative professional with over 14 years of experience supporting operations, merchandising, and customer service within fast-paced distribution center and retail environments. Proven ability to manage complex clerical tasks, generate critical reports, supervise teams, and ensure seamless communication across departments. Adept at leveraging MS Office Suite and specialized software to enhance efficiency and achieve organizational goals. Seeking to apply extensive administrative and operational expertise to a challenging new role.

Skills

Technical & Software Proficiencies:

● Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

● Lotus Notes, Lotus 123

● SCAN Systems (Keytrol Entry)

● Kronos (Time Entry & Payroll Reporting)

● Data Entry & Database Management

● Report Generation & Analysis

Administrative & Operational Expertise:

● Merchandise Control & Advertising (AD) Information Management

● Locator Problem Report (LPR) Tracking

● Return to Vendor (RTV) Process Management

● Inventory Support & Supply Ordering

● Financial Reporting Support (Forecasts, Accruals, Budgets)

● Vendor Communication & Invoice Processing

● Payroll Register Verification

● Scheduling & Time Entry

Key Competencies:

● Leadership & Team Supervision

● Interdepartmental Communication

● Problem-Solving & Critical Thinking

● Organizational & Prioritization Skills

● Customer Service Excellence

● Attention to Detail & Accuracy

● Independent Work & Confidentiality

● Adaptability & Multitasking

Work Experience

Admin Asst I – DC Merchandise Control TJ Maxx Distribution Center, Worcester, MA January 2021 – Present

● Orchestrated the comprehensive management of all Advertising (AD) information for the entire facility, including receipt, meticulous distribution to management, and ongoing maintenance of AD Update reports.

● Served as the primary communication liaison for the Merchandise Department, efficiently handling telephone inquiries, resolving Home Office questions, and conveying critical information to Merchandise Controllers and Managers.

● Monitored the IMSP Priority List to ensure 100% accuracy and completion of keytrol entries into the SCAN system.

● Managed the full lifecycle of Locator Problem Reports (LPRs), from logging and tracking to providing timely status updates to Home Office and management teams.

● Oversaw the re-ticketing process in direct collaboration with the Home Office financial control department, ensuring procedural adherence.

● Generated and distributed diverse weekly reports, memos, and forms for Merchandising and Operations teams, including weekly RTV (Return to Vendor) status reports.

● Proficiently utilized Lotus Notes for transmitting sample pictures and information to the Planning department and managed departmental supply ordering.

● Provided essential backup coverage for the operator switchboard during emergencies and staff absences.

Store Associate CVS Pharmacy, Worcester, MA

February 2016 – January 2021

● Delivered exceptional customer service by proactively anticipating needs, demonstrating compassion, and resolving potential service issues effectively.

● Accurately performed cashier duties, including handling cash, check, and credit card transactions in compliance with company policies.

● Maintained sales floor readiness by restocking shelves, checking in vendor deliveries, updating pricing information, and completing inventory management tasks.

● Supported store opening and closing procedures and provided assistance to various departments, including photo and beauty, ensuring full operational status.

● Assisted pharmacy personnel as needed, contributing to a collaborative and efficient store environment.

Reports Administrator TJ Maxx Distribution Center, Worcester, MA March 2014 – February 2016

● Compiled, analyzed, monitored, and distributed daily, weekly, and monthly Distribution Center operational reports, forecasts, and accruals to support management decision-making.

● Managed master detail production data for each production area, analyzed shift performance, and compiled weekly Flash information for Home Office Finance.

● Analyzed supply invoices and purchase orders for accuracy, resolved vendor discrepancies, coded for payment, and submitted for management approval.

● Maintained rigorous expense control tracking by entering requisitions, purchase orders, and invoices for all supply accounts.

● Verified building payroll registers against Kronos hours to ensure data accuracy for management OPH (Output Per Hour) reports.

● Contributed to the development of annual building payroll, production, and expense budgets, liaising with Finance and building management. Department Supervisor TJ Maxx Distribution Center, Worcester, MA January 2011 – February 2014

● Led and mentored a team of associates, overseeing daily duties including work scheduling, order distribution, time entry verification, and on-the-job supervision to ensure efficient processing.

● Executed receiving and merchandising standards, ensuring merchandise was properly tagged, hung, secured, and coded according to company guidelines.

● Orchestrated truck deliveries and prioritized the processing of merchandise onto the sales floor, maintaining an organized back stock for easy replenishment.

● Monitored team productivity, provided coaching as necessary, and communicated effectively with management and associates regarding priorities and progress updates.

● Ensured adherence to all labor laws, company policies, and safety procedures, fostering a positive and compliant work environment. Retail Sales Associate Macy's, Albany, NY

April 2010 – July 2010

● Provided engaging and knowledgeable customer service, assisting customers with merchandise selection and completing sales transactions efficiently.

● Maintained department presentation standards, including recovery of the selling floor and fitting rooms, and ensured accurate merchandise pricing.

● Utilized point-of-sale (POS) systems and actively promoted loyalty programs to enhance customer experience and achieve sales targets. Crew Member Dunkin' Donuts, Albany, NY

May 2007 – August 2010

● Delivered prompt and friendly customer service as a cashier and drive-through operator in a high-volume environment.

● Prepared food and beverages according to brand standards, ensuring quality and accuracy.

● Maintained a clean, organized, and stocked workstation, adhering to all sanitation and food safety procedures.

Education

Associate in General Studies Hudson Valley Community College, Troy, NY September 2009 – August 2010

High School Diploma Albany High School, Albany, NY September 2005 – July 2009

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