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Customer Service & Order Management Specialist with Diverse Industry Experience
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Competencies
Delivered high-volume inbound support, consistently maintaining customer satisfaction and exceeding KPIs.
Managed inbound receiving issues, supervised teams, and contributed to operational process improvements at W. W. Grainger.
Oversaw supply chain activities for offshore rental tools and handled complex inbound logistics issues.
Led and trained teams, developed onboarding checklists, and created work instructions to improve team performance and onboarding.
Managed process enhancements, created escalation paths and project plans, and demonstrated leadership in operations review presentations.
Education
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Summary
Experienced specialist with a strong record in customer support, order management, team leadership, and process improvements. Skilled in implementing operational efficiencies and training teams to achieve goals across multiple industries.
Key Achievements
- Recognized as top sales performer at Verizon for exceeding sales targets and KPIs, demonstrating consultative selling and objection handling skills.
- Led inbound receiving issues resolution and improved team performance at W. W. Grainger, including supervising multiple teams and creating training tools.
- Streamlined operations using SAP, developed escalation paths, and created onboarding processes, significantly reducing backlog and enhancing workflow.
Experience
Customer Service Representative
Top-performing, exceeding sales targets and quality KPIs while delivering high-volume inbound customer support, Recognized as top sales performer within the group, demonstrating strong consultative selling skills, objection handling, and ability to identify revenue opportunities during service...
Order Management Specialist
Proficiently utilized SAP to streamline and enhance operational processes, Rectifying inbound receiving issues entered by the distribution centers and communicating with suppliers, Training team members, leading team activities, and improving team performance, Consistently exceeding in primary role...
Order Management Interim Team Lead
Supervised Exceptions team, reducing months of backlog and leading the team to reach their goal, Lead the Receiving Exceptions Database, rectifying inbound receiving issues entered by the distribution center, Created a new escalation path for unresolved issues at the distribution center and with...
Order Management Interim Supervisor
Supervised Tier 3 and Returns team, maintained exceeding expectation goals, Created an onboarding checklist, created work instructions, created 30 60 90 days plan, Started the Past Due Tier 3 Support Program, worked the Critical Storage and Pandemic Items Project, Presented in the OM Operations...
Engineer Intern
Summer internship in the Aftermarket Product Division for oil field drilling and production equipment, Supply chain management for clients' offshore drilling rental tools, Quality assurance for offshore drilling rental tools delivered and received from clients
Student Assistant | Student Life
Organizing and coordinating events and activities for clubs, organizations, and LSC-CyFair students, Student Life Budget Committee member, training club officers and reviewing/approval requests
SOAR Leader | Student Outreach and Retention
Assisting with New Student Orientation and LSC-CyFair student activities and events, Training new SOAR Leaders for New Student Orientation, editing tour script and giving apt campus tours