Community Specialist adept at gathering and analyzing community cultural, educational, social and demographic data to develop local programs. Exceptional communication and public speaking skills. Proven ability to exceed in high-pressure environments while fostering a team atmosphere and obtaining key business objectives. Over 15 years of experience in customer relations. Proven leadership skills, with the ability to utilize resources to strengthen teams and bolstering performance.
Event planning and logistics
Excellent interpersonal skill
Obtain key initiatives in the third quarter of 2013 for oversite of reporting and customer on time delivery.
Award for outstanding customer project performance as well as increasing case fill rate for the year of 2014.
Award for managing Direct to Store deliveries program due to no failures for 2014.
Letter of appreciation acknowledging implementation of new services to decrease expenses by 25% by increasing recycling efforts in 2010.
Dramatically improved team standing from the last place to second place in the Global Sales Channel 2008.
Recognition for obtaining key team goals in the third quarter of 2007.
Customer Operations Specialist04/2013 to CurrentHenkelPhoenix, AZ
Create and manage customer replenishment to maintain satisfactory inventory levels.
Analyze customer service levels and on-time delivery metrics to achieve service level goals by customer grouping.
Maintained relationships with through scorecard reviews, inventory calls, and item reporting.
Coordinate the return of refused or discontinued product to ensure the most cost-efficient freight rates.
Minimize improper credit to customers to maintain company's fiscal goals.
Demonstrate commitment to customer retention through superior service throughout the order-to-cash process.
Program Administrator11/2008 to 09/2012Republic Services National AccountsPhoenix, AZ
Oversight and manage small scale project through SAP and account set up for existing customers.
Facilitate service requests with our local divisions and third-party vendors as well as make recommendations to existing services for cost savings or ensure compliance.
Process price increases for customers to ensure no commercial loss as well as maintain customer relationship.
Warehouse Contractor/Customer Services04/2008 to 11/2008United Parcel ServiceHouston, TX
Assist with day to day operations of internal customer requests to meet the delivery deadlines.
Global Collections Team Lead09/2006 to 02/2008DHL ExpressHouston, TX
Supervise team of seven collectors to lower delinquency on large balance portfolio.
Oversight of collector account reviews, account reassignments, SAP, and collector reporting to monitor performance and account profitability.
Led personal training of new employee hires and daily coaching to build and foster reliable workforce.
Resolve team escalations by collaborating with sales staff and other departments to overcome customer disputes and reduce delinquency.
Kronos reporting used to track time & attendance of employees.
Ensure application entry, customer documentation, and funding as well as document quality resolution.
Oversight of account reviews for credit worthiness using Dun & Bradstreet reporting for applicants.
Account Management08/2001 to 08/2006Key Equipment Finance/American ExpressHouston, TX
customer relationship for imaging equipment portfolio.
application entry, customer documentation, and funding as well as document
Cross sale of financial products offered to build and
solidify customer relationship and increase company
Oversight of account reviews for credit worthiness using Dun &Bradstreet reporting for applicants.Initiate phone contact with the customer regarding past due invoices.
Manage customer service calls in a call center environment.
Decrease delinquency through collaboration with customer and other departments by reconciling customer accounts.
Use of MS Excel for a customer who required statement billing.
Request site visits for leased equipment to ensure equipment location and initiate equipment repossession.
High School Diploma1989S.P. Waltrip High SchoolHouston, Texas
Certificate2005College of Biblical StudiesHouston, TX, USA
Bachelor of Arts2013Grand Canyon UniversityPhoenix, ArizonaCurrent student
Customer Service: quality, quality assurance, call center, coaching, sales, phone
Credit and Collections: balance, billing, financial, reconciling, reporting, managing
Planning: inventory levels, inventory, Microsoft Office, Transportation Management