Supervisor, customer support, logistics, contract admin
Resume:
SHEILA L. NORKETT
***************@*****.***
SUMMARY
Results-driven Specialist with over 10 years of progressive experience in logistics coordination, procurement planning, inventory control, and cross-functional collaboration. Proven ability to lead high-performing teams, optimize supply chain operations, and build strong vendor and customer relationships. Proficient in ERP systems such as SAP and GFS, with a track record of improving operational efficiency, reducing costs, and enhancing service delivery. I am skilled in demand planning, compliance, and performance reporting. Recognized for integrity, adaptability, and a commitment to continuous process improvement. Currently enrolled in the Akadian Accounting Education Program specializing in QuickBooks.
PROFESSIONAL EXPERIENCE & ACCOMPLISHMENTS
Waste Management, Inc.
Supervisor Promoted from Logistics Coordinator Lakewood, CO [2019-2025]
• Led and developed a team of 11 logistics coordinators, fostering a high-performance culture through coaching, mentoring, and ongoing training.
• Maintained daily communication with peers, managers, and staff to address operational challenges and ensure alignment across departments.
• Facilitated monthly team huddles and one-on-one meetings to review performance metrics, provide feedback, and strengthen team engagement.
• Investigated and resolved billing discrepancies, ensuring accuracy and client satisfaction.
• Analyzed and reported monthly performance data, including account metrics and tonnage statistics, to inform strategic decision-making.
Waste Management, Inc.
Logistics Coordinator Lakewood, CO [2017-2019]
• Coordinated with customers to monitor inventory levels, forecast production needs, and schedule the transport of waste by-products.
• Managed shipment scheduling, tracked deliveries, resolved delays, and initiated proof-of-delivery requests with carriers and railroads.
• Collaborated with department leaders to streamline logistics services and communicate real-time updates on issues or delays.
• Maintained accurate shipment data using logistics software, ensuring seamless tracking and documentation.
• Negotiated third-party freight rates with WM-approved vendors to secure cost-effective, on-time pickups.
• Built and maintained strong working relationships with vendors, customers, and freight providers to ensure quality service.
• Took initiative on special projects, providing operational support beyond core responsibilities.
• Delivered prompt and constructive feedback to supervisors on customer concerns or service disruptions.
• Consistently projected a positive and professional image in line with WMRA’s customer service standards.
• Contributed to team meetings to enhance employee morale, productivity, and communication.
Allied Universal Security
HR Assistant (Temporary Position) Aurora, CO 2016
• Provided front desk support by managing a high volume of incoming calls and directing inquiries to appropriate departments with professionalism and efficiency.
• Facilitated weekly onboarding sessions for new hires, deliver orientation materials and ensuring compliance with company policies.
• Created and maintained employee profiles in WinTeam, including setup of new hires and updates to payroll, tax withholding (W-4), and direct deposit information.
• Processed accounts payable transactions and supported the finance team with vendor invoicing and reconciliation.
• Assisted with obtaining and maintaining city and county guard license records to ensure employee compliance with regulatory requirements.
• Managed procurement and inventory of office supplies and staff uniforms to support day-to-day operations.
• Received and processed returned firearms in accordance with company protocols and safety guidelines.
• Delivered high-level receptionist and front office support, fostering a welcoming environment for employees and visitors.
• Provided exceptional customer service by responding to employee and client inquiries with timeliness and professionalism.
Gambro Renal Products, Inc.
Contract Specialist Promoted from Customer Support Lakewood, CO [2004–2014]
• Managed full contract lifecycle for federal and healthcare clients, including Veterans Affairs, ensuring compliance with regulatory requirements.
• Collaborated with service managers to prepare pricing modifications and reviewed contracts for clause accuracy and necessary amendments.
• Coordinated with legal, accounting, and sales teams to resolve billing issues, negotiate terms, and ensure timely service quoting.
• Maintained organized contract documentation, renewal schedules, and financial reports to track performance and profit margins.
• Provided support for GFS/SAP systems, spare part inventory coordination, and order fulfillment for U.S. and Canadian field teams.
•Supported front-line operations by scheduling service appointments and responding to customer inquiries as needed.
Customer Support Representative
• Responded to inbound customer inquiries related to pricing and order placement, ensuring compliance with SOP and GOP protocols.
• Coordinated with warehouse teams via outbound calls to confirm shipment schedules and delivery status.
• Initiated and managed billing claims to resolve discrepancies and ensure customer satisfaction.
• Issued accurate credit and debit memos to address invoicing adjustments and account corrections.
• Processed secure credit card transactions using the Cybersource payment platform in accordance with company standards.
Education
Allied Medical School — Medical Coding Certification Completed: 2016
Parks College Aurora, CO — Associate's degree in business applications and computer science
Currently enrolled in Akadian Accounting Education
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