Customer Service Manager

Shahana Masood

** ********** ****

Pittsford, NY 14534

Cell: 585-***-****

E-mail: utz9kp@r.postjobfree.com

EXPERIENCE

VWR INTERNATIONAL, LLC ROCHESTER, NY

Process Excellence Facilitator January 2011 – Present

• Investigate processes to identify areas of opportunity

Make recommendations that facilitate improvement

Develop metrics that measure improvements and results

Apply advanced statistical methods and benchmarking techniques whenever necessary, including Six Sigma

Teach and transfer skills to team leaders, team members, and general audiences

Interact with all levels of the organization

Possess strong knowledge of systems and process mapping

VWR INTERNATIONAL, LLC ROCHESTER, NY

Warehouse Supervisor March 2009 – January 2011

• Manage Edmund and Extreme Geek consumer brands; actively involved in Extreme Geek integration process in 2009. Earned Professional Maturity award in 2010 for excellent performance in 2009.

• Created 6S audit sheet to improve safety and cleanliness.

• Developed “Right to Know and General Hazmat Awareness” training for new hires and training people since 2006.

• Supervised team of 6 – 8 on a regular basis and team of 60 or more during busy season.

• Manage training of associates, produce metrics for department performance and implement corrective actions as necessary, and develop the labor forecast for the department

Project Lead – DHL vs. FedEx (Six sigma Project done for Ward’s) ROCHESTER, NY

Project owner/ Senior Technician December 2000-June 2007

• Compared FedEx and DHL shipping process and cost of poor quality to eliminate errors and rework.

• Managed independent projects in Live Material department at Ward’s for cost reduction, increased efficiency and productivity. Adapted customers’ ideas to generate five or more new products in the Ward’s catalog, resulting in a $17,000 per year increase in revenue.

• Developed initial system for procedural training to acquired members of the Live Material Group; addressed concerns, overcame resistance and provided ongoing support during transition process in Microbiology lab.

• Maintained and documented procedures and techniques in Microbiology lab and Media kitchen.

• Supervised Microbiology lab and responsible to adhere efficiency and timeliness in completing daily tasks.

• Responsible for culturing and quality control of bacteria, fungi, parasites, and bacteriophages for live material orders.

• In charge for ordering products and media for microorganism.

India Bazaar ROCHESTER, NY

Assistant Manager January 1988 – June 1993

• Responsible for packaging and stacking of all groceries.

• Ordered merchandise for store.

• Assisted manager for inventory and bookkeeping.

• Performed customer service and clerical work as needed.

• Hired and supervised temporary and full time associates to meet the business demand.

EDUCATION

ST. JOHN FISHER COLLEGE, Bittner School of Business, AACSB accredited ROCHESTER, NY

Master of Business Administration August 2010

University of Rochester ROCHESTER, NY

B.S. in Biological Sciences – Microbiology May 1999

ADDITIONAL

• Hobbies: Cooking, Reading, Organizing Youth Activities, and Watching movies.

• Assistant Principal at Sunday School

• Coached 6th – 8th Graders in Science Olympiad (Pittsford Middle School), Supervisor/Judge in Science Olympiad, Participated in ‘Science Exploration Days’ at St. John Fischer College., Participated in NSTA (National Science Teachers Association),Presenter at ‘Science Educator’s Conference’, Assisted in NSTA Workshop, 2007, St.Louis Missouri, Microscope Repair Training, One day training in basic microscope repair, June 2007.

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