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Click here or scroll down to respond to this candidateCandidate's Name
Grand Prairie, TX Street Address EMAIL AVAILABLEPHONE NUMBER AVAILABLEWilling to relocate: AnywhereAuthorized to work in the US for any employerWork ExperienceQuality Assurance SupervisorTherabody (Theragun) - Grand Prairie, TXOctober 2022 CurrentDevelop, implement, and manage processes to ensure that products meet required specifications for quality, function, and reliability prior to shipping.Identify and set appropriate quality standards and parameters for products.Communicate quality standards and parameters to QA team, product development team, and other appropriate staff.Coordinate product testing processes for the QA team.Identifies and analyzes issues, bugs, defects, and other problems, particularly when problems recur in multiple products; recommends and facilitates solutions to these issues.Maintain and track data for audit/quality on Excel sheetsUse heat tunnel to wrap the productCreate and maintain all department SOPs and KPIsGeneral Warehouse Receiving/Shipping SupervisorBest Buy - Flower Mound, TXDecember 2019 to October 2022Coordinate inbound and outbound shipping, both domestic and international, with a variety of transportation companies and carriers.Manage all important documents such as advanced shipping notices, pick slips, lading bills, and compliance documentation.Direct the flow of packages from preparation to shipment.Inspect labels, barcodes, and other features of completed orders.Collaborate with other managers and supervisors and departments to optimize processes, SOPs, KPIs, and AOMs.Resolve issues regarding shipped orders.Ensure compliance to legal regulations and company policies.Assist in evaluating new package materials and systems.Package outgoing orders for delivery according to common carrier requirements for national or international shippingSenior Customer Service SupervisorEGS Global SolutionsJanuary 2017 to December 2019Supervise and managed a team of 33 personnel including contractors and temps daily.Manage timeliness, accuracy, and maintenance of published content via Microsoft SharePoint.Oversaw and assess customer service staff activities and provide them with regular performance-related feedback.Trained staff in all company policies and procedures and documented and maintained training records.Monitored and authenticated all returns, exchanges, and voids issues for the customer service team.Investigated, reviewed, and solved customer service complaints.Assisted with the development and implementation of service policies, SOPs, KPIs, and AOMs for the department.Senior Account Manager of Customer RelationsAmerican ExpressJune 2013 to November 2016Directly managed a team of more than twenty plus associates over various departments.Created and maintained schedules for the customer service, IT support, and collections department.Conducted annual evaluations and tracked required training for each team member of the customer service team.Built and maintained profitable relationships with key customers.Oversaw the relationship with customers handled by the collections team.Resolved customer complaints quickly and efficiently.Kept associates and customers updated on the latest products to increase sales.Met with managers in the organization to plan strategically.Conducted business reviews using CRM programs.Created and maintained all SOPs, KPIs, and AOMs for the customer service department.Healthcare Call Center SupervisorCaptelMarch 2011 to June 2013Served as the primary contact to Captel Medical Group patients and provided world-class customer serviceManaged and continuously evaluated department metrics, performance criteria, policies, and procedures to ensure customer satisfaction on all service levelsActed as a subject-matter expert and go-to person regarding department systems, policies, SOPS, KPIs, and workflowDirected department activities and set performance goals and objectives accordingly.Monitored and reassign staff duties as needed to support inbound call volumes and other workload volumesMaintained a culture of accountability, continuous improvement, and personal excellenceMaintained efficiencies by ensuring all the necessary information was gathered from a patient during the initial interactionResponsible for timely, efficient, and accurate documentation in the clinics electronic health record (EHR)EducationHSDJames Madison High SchoolMilwaukee Area Technical College (Associates in Early Childhood Education)2009-2011University of Wisconsin-Whitewater (Bachelors in Political Science)2009-2013SkillsMICROSOFT WORD (10+ years)WORD (10+ years)CUSTOMER SERVICE (10+ years)RECEPTIONIST (2 years)SALES (5 years)Organizational SkillsTypingExcelStockingKronosSNAPSLACKMicrosoftOracleNetSuiteZenefitsTelemarketingUpsellingPayrollAlzheimer's CareDementia CareHospice CareCase ManagementLeadershipMicrosoft ExcelQuality AssurancePatient CareCertifications and LicensesForklift CertificationFirst Aid CertificationCPR CertificationAED Defibrillator CertificationSecurity License Class-DAdditional InformationSKILLS/QUALIFICATIONSExtensive experience in high-volume call center situationsExtensive experience in member/customer service in a call center, or financial institutionSignificant experience in managing multiple priorities independently and/or in a team environment to achieve goalsAdvanced organizational, planning, and time management skillsAdvanced skills in conflict management and resolutionAdvanced skill in maintaining composure in a high production and changing environmentAdvanced verbal and written communication skillsAdvanced skills in performing mathematical calculations and working accurately with numbersExpert active listening skills to accurately respond to inquiries and account requestsExpert skill in building effective relationships through rapport, trust, diplomacy, and tactExpert skills exercising initiative and using good judgment to make sound decisionsExpert skill in interacting tactfully and effectively in difficult situationsExpert skill in producing desired results and achieving goals and objectivesExpert skill in resolving member/customer problemsExpert skill in navigating multiple screens and PC applications and adapting to new technologies Experience in a sales, cross-selling, or up-selling environmentCOMPUTER SKILLSProficient in: Microsoft Word, Excel, PowerPoint, Outlook, Microsoft Office, Word Document, Oracle, NetSuite, SLACK, SNAP, Kronos, Dragon, RedBird |
