Business Operations & Customer Service Leader

Naiah Rey

Atlanta, GA · 678-***-**** · Email: **********@*****.***

Professional Summary:

Versatile and results-driven Business Management professional with 5+ years of experience spanning logistics, customer service, and administrative operations. Proficient in CRM systems and Microsoft Office (Word, Excel, Outlook), with a proven record of leading cross-functional teams and managing remote workflows in fast-paced, regulated environments. Known for optimizing processes, streamlining communication, and driving productivity across diverse teams. Ready to lead and scale impact-driven projects in remote, hybrid, or in-person settings. Experience:

Qatar customer service agent Hallmark (Airport Logistics)

Atlanta, GA July 2024] - Present

● Led daily arrival operations for international flights, coordinating a team of 8–12 agents across diverse roles (immigration, baggage, customs).

● Ensured 100% compliance with complex airport regulations and customs requirements, achieving zero safety incidents.

● Delivered exceptional customer service by addressing passenger inquiries and concerns in a helpful and timely manner, contributing to a positive travel experience.

● Oversaw the implementation of operational procedures to ensure compliance with international travel regulations and enhance overall efficiency.

● Streamlined cross national communications and SOPs, reducing arrival turnaround time by ~15%.

Office Administrative Assistant Luxury Bohemian Atlanta, GA June 2021] - 2024

● Managed showroom logistics and vendor shipment schedules for seasonal product launches, improving on time delivery from 85% 96%.

● Identified sales opportunities among new and existing customers, maintaining strong client relationships.

● Implemented new inventory-tracking system integrated with logistics workflows, reducing missing items by ~20%.

● Maintained organized documentation and contributed to day-to-day office efficiency

● Coordinated cross-functional communication between designers, suppliers, and clients—enhancing client satisfaction and retention. BDC/Customer Relation Manager [Jim Ellis Cadillac] Atlanta, GA [March 2023-July 2023

● Served as primary liaison managing 30+ vendor deliveries weekly; resolved scheduling conflicts and improved vendor responsiveness.

● Introduced standardized checklists for arrival/departure processes, improving internal audit compliance by 30%.

● Act as the first point of contact for customers, ensuring a positive and professional experience.

● Acted as a liaison between customers and sales team, managing scheduling, customer communication, and service feedback. Maintained detailed records of client interactions to support targeted outreach and ensure a high-touch, personalized experience.

Warehouse Supervisor UPS Warehouse Atlanta, GA February 2022 - Temp/Holiday

● Supported high-volume warehouse operations—scheduling 200+ daily parcel movements and coordinating with internal/external couriers.

● Optimized route and staffing allocation, reducing labor costs by ~12% while maintaining delivery timelines.

● Utilized computer systems to process outgoing shipments and maintain accurate inventory records.

● Collaborated with IT to pilot a logistics dashboard that tracked package flow in real time, improving issue resolution by 25%.

Administrative Intern Fulton County Housing and Community Development Atlanta, GA June 2018 - August 2018

● Developed and streamlined administrative systems to support upper management workflow

● Prepared internal reports, maintained executive calendars, and supported document preparation for housing data initiatives

● Communicated with clients to deliver quality service and track documentation across departments

Education:

Bachelor of Science in Business Management

Jackson State University, Jackson, MS August 2020 - Present Concentration: Entrepreneurship and Supply Chain Management High School Diploma

Maynard H. Jackson High School May 2020

Honors student, JROTC, Senior Golf Team

Soft skills:

● Leadership & People Management

● Communication (written and verbal)

● Time Management & Prioritization

● Problem-Solving & Critical Thinking

● Accurate cashier money management skills.

● Understanding of shipping, import, and export processes.

● Customer service-oriented.

● Strong collaboration and teamwork skills

● Experience in processing documentation and payments.

● Tech savvy

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