Customer Service Continuous Improvement
Resume:
Symone Purnell
Newark, DE ***** ************@*****.*** 856-***-****
Professional Summary
Dedicated and goal-oriented professional with over 5 years of experience in customer service, retail, and warehouse operations. Known for strong leadership, adaptability, and problem-solving skills. Proven ability to manage teams, optimize inventory processes, and exceed performance goals. A quick learner who thrives in fast-paced environments and demonstrates a commitment to continuous improvement and operational excellence.
Key Skills
Leadership & Team Supervision, Inventory & Stock Management, Performance & Process Improvement, Customer Service Excellence, POS & Retail Systems, Conflict Resolution & Problem-Solving, Staff Training & Mentoring, Warehouse & Shipping Logistics, Time & Task Management, Sales Strategy & Upselling Techniques
Professional Experience
Amazon – New Castle, DE
Assistant Manager (August 2024 – Present)
Played a key leadership role in launching a new Amazon facility, overseeing staffing, operations setup, and implementation of standard operating procedures.
Manage daily operations for a team of 30+ associates, ensuring productivity, quality, and safety standards are consistently met.
Partner with senior leadership to streamline processes, improve KPIs, and implement training programs for continuous improvement.
Conduct regular performance reviews, coach team members, and develop future leaders within the organization.
Lead operational audits, troubleshoot bottlenecks, and coordinate labor planning to meet peak demands.
Stow Associate (July 2022 – August 2024)
Supported the groundwork and ramp-up operations for the launch of a new Amazon fulfillment center.
Supervised and trained a team of 10+ associates in stow processes, inventory control, and safety compliance.
Maintained high accuracy in product stowing and order preparation using RF scanners and warehouse management systems.
Collaborated with other departments to ensure timely stock replenishment and order fulfillment.
Contributed to process improvement initiatives that boosted stow efficiency by 20%.
ShopRite – New Castle, DE
Customer Service Representative (March 2023 – July 2023)
Delivered responsive, knowledgeable service to customers, resolving issues with billing, orders, and product selection.
Handled customer inquiries via phone, email, and in-person, maintaining a satisfaction rating of over 90%.
Trained and onboarded new staff, contributing to faster ramp-up time and increased team productivity.
Collaborated with cross-functional departments to ensure accurate communication and service delivery.
Managed customer accounts, processed payments, and set up payment plans, ensuring compliance with policies.
Analyzed customer feedback and trends to suggest improvements in service and efficiency.
DTLR – New Castle, DE
Retail Sales Associate (September 2019 – June 2023)
Assisted customers with product selection, providing personalized recommendations based on individual needs.
Consistently exceeded daily and weekly sales goals through effective upselling and product knowledge.
Maintained a visually appealing and well-stocked sales floor in alignment with merchandising standards.
Trained seasonal and part-time staff in POS systems, customer service protocols, and loss prevention practices.
Conducted regular inventory counts and reported discrepancies to management for prompt resolution.
Developed repeat customer relationships, contributing to increased customer loyalty and retention.
Education
Christiana High School – Newark, DE
High School Diploma, April 2022
Additional Experience
Aging in Place – Newark, DE
Caregiver (December 2024 – Present)
Provide daily personal care and companionship to elderly clients, assisting with hygiene, mobility, meals, and medication reminders.
Support clients in maintaining independence in their own homes, following the Aging in Place model of care.
Observe and document changes in client behavior and health, and communicate with families or healthcare professionals as needed.
Assist with light housekeeping, meal preparation, errands, and transportation to medical appointments.
Promote emotional well-being by engaging clients in conversation, hobbies, and tailored activities.
Maintain a safe, clean environment to support comfort, dignity, and quality of life.
Education
Christiana High School – Newark, DE
High School Diploma, April 2022
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