Customer Service & Operations Leader with Supervisory Experience

CYNTINA B. SCOTT

**** ******* **** *******, ** **118 901-***-**** ************@*****.***

Resourceful skills and experience with Management, Supervisory, Leadership, Customer Service, and Administrative Assistance. Providing to meet and exceed goals and resolve issues within a timely manner. Maintain high levels of professionalism, efficiency, and the ability to support clients, customers, management, and employees.

•MANAGEMENT/SUPERVISOR/LEADERSHIP; CUSTOMER SERVICE/ CALL CENTER

•WRITTEN AND COMMUNICATION SKILLS, ANALYTICAL SKILLS, CONFLICT/PROBLEM RESOLUTION

•HUMAN RESOURCE, MICROSOFT OFFICE – POWERPOINT, EXCEL, WORD

•DATA-ENTRY, QUALITY ASSURANCE, ATTENTION TO DETAIL; INBOUND/OUTBOUND CALLS – 90+, (Supervisor/Service Calls)

•SAP – SYSTEM APPLICATION AND PRODUCTS; WMS – WAREHOUSE MANAGEMENT SYSTEM

BAKERY MANAGER/CAKE DECORATOR- SUPERLO FOODS 08/2017 - PRESENT

MEMPHIS, TENNESSEE

•Oversee cake decorating area. Lead and train cake decorators. Order cake supplies, ingredients. Design cakes to order, decorate cakes for display/ready to purchase. Attend cake shows for new cake designs, go to other stores to train and share ideas of new cake designs. Baking, mixing fillings, and icings. Maintain cleanliness and provide excellent customer service with assisting customers.

CUSTOMER SERVICE SUPERVISOR - NEXREP - WFH (CONTRACT) 11/2021 - 01/2023

MEMPHIS, TENNESSEE

•Handle counselings, meetings, and metrics of agent calls. Handle customer inquiries and complaint calls when transferred, for supervisor request. Provide the best resolution for customer satisfaction. Document production of calls, monitor call times of agents and update interactions agents have with customers. Approve time cards and pto requests and schedules for agents. Help agents with troubleshooting issues with system failures. Reorder equipment for agents when needed. Develop and maintain a knowledge base of evolving products, telecommunications, and services.

AGENT - CALL CENTER/CSR, VERSANT STAFFING - WFH 09/2019 - 12/2021

MEMPHIS, TENNESSEE

•Excellent customer service and technical support with communication skills, to provide assistance with transactions in customer support, troubleshooting, and customer orders online and over the phone. Process orders, validate card purchases, and provide tracking/confirmation numbers. Demonstrate marketing scripts and information to customers about products. Inbound calls, with high call volume. Providing confidence to make the sales and upsells of products.

WAREHOUSE DISTRIBUTION SUPERVISOR, ELK LIGHTING (RELOCATED STEIN WORLD FACILITY CLOSED IN MEMPHIS, TENNESSEE) 02/2011 – 09/2019

MEMPHIS,TENNESSEE

•Fully engage with processes on the floor to actively lead and supervise. Overseeing warehouse functions, such as shipping, receiving, picking, packing, and stocking. Responsible for all daily and monthly production activities within the warehouse. Responsible for ensuring the schedules are correctly implemented and the jobs are completed properly. Conduct the operations in a manner that promotes safety, and conduct daily/weekly safety meetings before shifts start. Make a schedule of shipping and freight departments, and verify that shipments and returns are adequately processed.

STRAYER UNIVERSITY - MEMPHIS, TN - MASTER'S DEGREE - ENROLLED

STRAYER UNIVERSITY - MEMPHIS, TN - BACHELOR DEGREE - RECEIVED

REFERENCES AVAILABLE UPON REQUESTS

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