Customer Service Representatives

Sandra Barrientos

Long Beach, CA 310-***-**** **************@*****.***

Experience

Returns Department Manager, Seko Logistics 2021- June 2025

● Responsible for a team of 25 employees (5 customer service representatives, 2 Supervisors and 18 floor employees who conducted the Quality inspections of returns arriving at the warehouse.

● Assign customer service representatives to the accounts and coordinate weekly calls with customer service and Operations teams to ensure that customers are satisfied and updated by all departments (Receiving, shipping, Value added Service Department and Returns)

• Improve Customer experience when returning their orders, by understanding the process and creating and implementing SOPs currently used in our network.

• Proactively identified and solved complex strategy problems that impacted sales management and business direction.

• Ensured client satisfaction ratings by quickly offering initiative-taking resolution ideas while driving actionable responses to questions, concerns, or challenges.

• Update Quarterly Business Review (QBRs) and prepare presentations with customers for every quarter.

• Drive business decisions and reduce operational costs.

• Analyze daily forecasts and develop a staffing plan to efficiently allocate and manage labor hours and output volumes to exceed productivity requirements for shift-level volume goals and overall building objectives.

• Ensured operations comply with OSHA and MSDS standards. Regional Operations Manager, H&H Group- commerce, ca 2020-2021

• Oversee Southern California DC composed of 4 warehouse managers and 10 supervisors which included proper allocation of hours by analyzing data.

• Created and implemented new and updated Standard Operations Procedures

• Work with the Account Management Team to create programs' success and compliance metrics.

• Oversee inbound Operations

• Ensured operations comply with OSHA and MSDS standards.

• Analyze daily forecasts and develop a staffing plan to efficiently allocate and manage labor hours. District Manager, Mach 1 Global Services-Downey, CA 2019-2020 • Managed 25+ employees oversaw operations out and into the Los Angeles area, • Responsible for the following departments: Customer service, Operations, and dispatch Team.

• Responsible for the management of the day-to-day warehouse Operation and inventory control - Maintain station profit and loss monthly reports, including assets, general maintenance (accounts payable, account receivable, cash flow) by negotiating rates with current and or new vendors.

• Ensured client satisfaction ratings by quickly offering initiative-taking resolution ideas while driving actionable responses to questions, concerns, or challenges.

• Responsible for the hiring, coaching, and training of new employees.

• Made sure that all City and county permits were up to date.

• Analyze daily forecasts and develop a staffing plan to efficiently allocate and manage labor hours. Regional Vice-President, EZ Worldwide Express/UBX-Vernon, CA 2002-2018

• Oversaw the entire West Coast Operations which consist of, LA, CA, Livermore, CA, Portland, OR and Houston and Dallas TX) 5 Facility Managers 28 supervisors.

• Generated 100% client retention rating by negotiating product pricing, freight rates and delivery and payment terms to beat competition. Identified potential customers and evaluated market potential.

• Responsible for inventory control, including assets exceeding $500 Million, general maintenance

(accounts payable, account receivable, cash flow) and depart cost tracking. Retained and ensured proper handling and care of 150 existing client accounts.

• Performed frequent customer visits to maintain positive and productive relationships. -- Supported sales team by delivering current territory sales data and costing information.

• Proactively identified and solved complex strategy problems that impacted sales management and business direction.

• Ensured client satisfaction ratings by quickly offering initiative-taking resolution ideas while driving actionable responses to questions, concerns, or challenges.

• First to pioneer the West Coast Operations for Air and Ground services Education

Associate degree Rock Valley College-Rockford, IL 1995 Major: Business and administration GED, Rockford, IL Rock Valley College-Rockford, IL 1993 Skills & abilities

• Proficient in Microsoft Office Suite,

• Outlook, Excel

• Warehouse Management System, Power Point Salesforce, and Internet applications. • Problem solving

• Demonstrated skills in negotiation, organization, time management, and building relationships. • Strategic Account Development.

• Product Training and placement.

• Strong analytical and critical thinking skills.

• Exceptional interpersonal relationship and communication skills.

• Excellent at assessing client needs and requirements to customize marketing campaigns perfectly aligned to company culture and vision.

• Ability to influence key decision makers and stakeholders. Language Spoken

• English and Spanish fluently

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