Front End Case Manager
Resume:
**********@***.*** • 951-***-****
GILLIANNE ZENS
Front End Supervisor
PROFESSIONAL SUMMARY
Front End Supervisor with extensive experience managing customer-facing operations and team coordination at Ross, alongside Warehouse Supervisor responsibilities at Kiwi Group Corp., where precision in inventory management and process improvement was paramount. Case Manager role at Aston Carter further showcases ability to handle high-stress scenarios with a 98% client satisfaction rate. Equipped with a broad skill set including advanced Microsoft Office proficiency, Internet research, and software tools like QuickBooks and Genesys, demonstrating a strong capability to work in fast-paced environments and with large teams.
EMPLOYMENT HISTORY
CASE MANAGER
Aston Carter Chino Hill, CA
Managed high-stress situations in a fast-paced environment, ensuring seamless case progression.
• Exhibited strong teamwork and communication, effectively collaborating with large groups.
• Demonstrated flexibility and commitment by willingly working overtime and long hours.
• Utilized various software tools (QuickBooks, Genesys, etc.) to enhance productivity and case management efficiency.
• Consistently maintained reliability and diligence, contributing to the team's overall performance.
• Efficiently managed 100+ cases, ensuring timely resolution and client satisfaction.
• Maintained accurate case files, adhering to legal and company standards.
• Implemented a new case management system, increasing team efficiency by 25%.
• Provided empathetic support to clients, guiding them through complex processes. CUSTOMER SERVICE REPRESENTATIVE
Randstad Remote
Managed customer inquiries regarding COVID-19 testing and vaccination procedures.
• Assisted customers in form completion on the Myturn platform, enhancing user experience.
• Adhered to company-provided scripts to maintain consistency and accuracy in communication.
• Resolved customer issues promptly, contributing to overall customer satisfaction.
• Demonstrated strong problem-solving skills in handling complex customer queries.
• Efficiently managed customer inquiries, improving satisfaction with quick form assistance.
• Implemented streamlined processes for handling vaccine-related queries, enhancing efficiency.
• Analyzed caller questions to improve the FAQ section, reducing future inquiries by 10%. FRONT END SUPERVISOR
Ross Upland, CA, United States
Managed front-end operations, ensuring smooth customer transactions.
• Handled customer inquiries and complaints with professionalism and efficiency.
• Coordinated staff schedules, optimizing productivity during peak hours.
• Maintained cleanliness and sanitation standards in front-end areas.
• Boosted customer satisfaction by creating a clean, organized shopping environment.
• Enhanced customer service, efficiently managed team schedules, and upheld cleanliness standards. BRIDAL CONSULTANT
Pebbles Bridal Placentia, CA, United States
Assisted brides in identifying and selecting their dream wedding gowns.
• Offered warm greetings to customers upon store entry, fostering a welcoming environment.
• Maintained a professional and inviting store atmosphere to enhance customer experience.
• Boosted store's customer satisfaction by offering personalized bridal consultations.
• Provided empathetic guidance to brides, easing their decision-making process.
• Elevated bridal gown selection experience, ensuring joy in every consultation.
• Streamlined gown fitting process, raising efficiency and customer satisfaction.
• Acted as a confidant for brides, making their gown selection journey memorable. RECEPTIONIST/ BILLING/ DATA ENTRY
UPS Mail Innovations Fontana, CA, United States
Managed visitor interactions, both in-person and telephonic, ensuring efficient referral and inquiry resolution.
• Maintained comprehensive employee and department directories, facilitating seamless visitor direction.
• Ensured optimal telecommunication system operation, adhering to manufacturer's guidelines.
• Upheld clean and secure reception area, complying with established procedures and regulations.
• Fostered team continuity, documenting and communicating key actions, irregularities, and ongoing needs.
• Screened and routed incoming calls, providing essential information as required.
• Managed daily mail, deliveries, and couriers, ensuring accurate sorting and distribution.
• Maintained and updated appointment calendars, scheduling meetings and appointments efficiently.
• Performed various clerical duties including filing, photocopying, collating, and faxing, supporting overall office operations.
• Implemented a digital filing system, reducing document retrieval time by 30%. WAREHOUSE SUPERVISOR/RECEIVING
Kiwi Group Corp. Tustin, CA, United States
Supervised warehouse operations, ensuring efficient product receipt and storage.
• Managed data entry tasks, maintaining accuracy and timeliness.
• Utilized MS Office Suite (Word, Excel, Access) to optimize inventory tracking.
• Collaborated with team to solve logistical challenges, enhancing workflow.
• Contributed to the improvement of warehouse efficiency, resulting in increased productivity.
• Efficiently managed warehouse operations, enhancing product workflow and data accuracy.
• Led team to streamline warehouse processes, boosting efficiency.
• Implemented new inventory system reducing errors by 30%.
• Oversaw precise data entry, enhancing record accuracy. ALARM DISPATCHER
Security Partners Anaheim, CA, United States
Efficiently coordinated work crews and equipment dispatch in response to customer requests, ensuring optimal service delivery.
• Addressed customer inquiries and issues, liaising with supervisors to ensure top-notch service and equipment functionality.
• Monitored personnel and equipment locations, optimizing utilization and service schedules.
• Relayed crucial work orders and information between work crews, supervisors, and field inspectors, enhancing communication and operational efficiency.
• Managed data entry tasks and utilized programs such as Stages Browser, Immix, ADPRO, Icare, and Coral Navigator to streamline operations.
• Efficiently coordinated work crews, reducing response times by streamlining dispatch processes.
• Analyzed equipment utilization data to optimize service schedules, enhancing customer satisfaction.
• Provided vital communication support, resolving customer issues and facilitating smooth operations. SALES FLOOR MEMBER
Target Westminster, CA, United States
Utilized product knowledge to effectively guide customers in their merchandise selection, fostering a supportive shopping environment.
• Efficiently processed customer purchases at checkout, demonstrating proficiency in cash handling and card transactions.
• Ensured a clean and organized sales floor by restocking shelves and maintaining merchandise displays, contributing to an appealing store aesthetic.
• Demonstrated problem-solving abilities by addressing customer queries and concerns, enhancing overall customer satisfaction.
• Contributed to store profitability by ensuring seamless checkout experiences, leading to repeat customer visits.
• Elevated shopping experience by expertly addressing customer inquiries and providing personalized recommendations. EDUCATION
HIGH SCHOOL DIPLOMA Jun 2011
Garden Grove High School Garden Grove California United States SKILLS
Microsoft Office, Internet Research, QuickBooks, Genesys. ADDITIONAL INFORMATION
PROFESSIONAL EXPERIENCE
• Managed high-stress situations in a fast-paced environment, ensuring seamless case progression.
• Exhibited strong teamwork and communication, effectively collaborating with large groups.
• Demonstrated flexibility and commitment by willingly working overtime and long hours.
• Utilized various software tools (QuickBooks, Genesys, etc.) to enhance productivity and case management efficiency.
• Consistently maintained reliability and diligence, contributing to the team's overall performance.
• Efficiently managed 100+ cases, ensuring timely resolution and client satisfaction.
• Maintained accurate case files, adhering to legal and company standards.
• Implemented a new case management system, increasing team efficiency by 25%.
• Provided empathetic support to clients, guiding them through complex processes. PROFESSIONAL EXPERIENCE
• Managed customer inquiries regarding COVID-19 testing and vaccination procedures.
• Assisted customers in form completion on the Myturn platform, enhancing user experience.
• Adhered to company-provided scripts to maintain consistency and accuracy in communication.
• Resolved customer issues promptly, contributing to overall customer satisfaction.
• Demonstrated strong problem-solving skills in handling complex customer queries.
• Efficiently managed customer inquiries, improving satisfaction with quick form assistance.
• Implemented streamlined processes for handling vaccine-related queries, enhancing efficiency.
• Analyzed caller questions to improve the FAQ section, reducing future inquiries by 10%. PROFESSIONAL EXPERIENCE
• Managed front-end operations, ensuring smooth customer transactions.
• Handled customer inquiries and complaints with professionalism and efficiency.
• Coordinated staff schedules, optimizing productivity during peak hours.
• Maintained cleanliness and sanitation standards in front-end areas.
• Boosted customer satisfaction by creating a clean, organized shopping environment.
• Enhanced customer service, efficiently managed team schedules, and upheld cleanliness standards. PROFESSIONAL EXPERIENCE
• Assisted brides in identifying and selecting their dream wedding gowns.
• Offered warm greetings to customers upon store entry, fostering a welcoming environment.
• Maintained a professional and inviting store atmosphere to enhance customer experience.
• Boosted store's customer satisfaction by offering personalized bridal consultations.
• Provided empathetic guidance to brides, easing their decision-making process.
• Elevated bridal gown selection experience, ensuring joy in every consultation.
• Streamlined gown fitting process, raising efficiency and customer satisfaction.
• Acted as a confidant for brides, making their gown selection journey memorable. PROFESSIONAL EXPERIENCE
• Managed visitor interactions, both in-person and telephonic, ensuring efficient referral and inquiry resolution.
• Maintained comprehensive employee and department directories, facilitating seamless visitor direction.
• Ensured optimal telecommunication system operation, adhering to manufacturer's guidelines.
• Upheld clean and secure reception area, complying with established procedures and regulations.
• Fostered team continuity, documenting and communicating key actions, irregularities, and ongoing needs.
• Screened and routed incoming calls, providing essential information as required.
• Managed daily mail, deliveries, and couriers, ensuring accurate sorting and distribution.
• Maintained and updated appointment calendars, scheduling meetings and appointments efficiently.
• Performed various clerical duties including filing, photocopying, collating, and faxing, supporting overall office operations.
• Implemented a digital filing system, reducing document retrieval time by 30%. PROFESSIONAL EXPERIENCE
• Supervised warehouse operations, ensuring efficient product receipt and storage.
• Managed data entry tasks, maintaining accuracy and timeliness.
• Utilized MS Office Suite (Word, Excel, Access) to optimize inventory tracking.
• Collaborated with team to solve logistical challenges, enhancing workflow.
• Contributed to the improvement of warehouse efficiency, resulting in increased productivity.
• Efficiently managed warehouse operations, enhancing product workflow and data accuracy.
• Led team to streamline warehouse processes, boosting efficiency.
• Implemented new inventory system reducing errors by 30%.
• Oversaw precise data entry, enhancing record accuracy. PROFESSIONAL EXPERIENCE
(Mace CS bought out as of Jan 2014 now named Security Partners)
• Efficiently coordinated work crews and equipment dispatch in response to customer requests, ensuring optimal service delivery.
• Addressed customer inquiries and issues, liaising with supervisors to ensure top-notch service and equipment functionality.
• Monitored personnel and equipment locations, optimizing utilization and service schedules.
• Relayed crucial work orders and information between work crews, supervisors, and field inspectors, enhancing communication and operational efficiency.
• Managed data entry tasks and utilized programs such as Stages Browser, Immix, ADPRO, Icare, and Coral Navigator to streamline operations.
• Efficiently coordinated work crews, reducing response times by streamlining dispatch processes.
• Analyzed equipment utilization data to optimize service schedules, enhancing customer satisfaction.
• Provided vital communication support, resolving customer issues and facilitating smooth operations. PROFESSIONAL EXPERIENCE
• Utilized product knowledge to effectively guide customers in their merchandise selection, fostering a supportive shopping environment.
• Efficiently processed customer purchases at checkout, demonstrating proficiency in cash handling and card transactions.
• Ensured a clean and organized sales floor by restocking shelves and maintaining merchandise displays, contributing to an appealing store aesthetic.
• Demonstrated problem-solving abilities by addressing customer queries and concerns, enhancing overall customer satisfaction.
• Contributed to store profitability by ensuring seamless checkout experiences, leading to repeat customer visits.
• Elevated shopping experience by expertly addressing customer inquiries and providing personalized recommendations.
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