Versatile and reliable Manager committed to continuous improvements. Proven history of motivating staff to work together to achieve targets. Successful in fast-paced, deadline-driven environments to manage goals and team development. Demonstrating high level of ownership and initiative. Detail-oriented, responsive, and adaptable to changing conditions. Exceptional work ethic and desire to go above and beyond to exceed company expectations.
Skills
Skilled multi-tasker
Leadership
Staff development
Performance reporting
Focused on customer satisfaction
MS Office
SAP
CRM
ServiceNow
Paycom
Experience
07/2016 to 03/2021
Manager, Service DeliveryC&S Family Of Companies – Kapolei, HI,
Oversaw 15+ team members daily workload and workflow for smooth operations to ensure project deadlines and KPI metrics were met.
Recruited, hired, and provided leadership to new team members.
Conducted individual quarterly performance reviews providing coaching and feedback to benefit both company and employee.
Generated daily/weekly reports to capture KPI metrics. Conducted root cause analysis as needed if KPIs were not met and communicated findings to Senior Leadership Team.
Solved problems, handled escalated issues, and mitigated risks.
Remained calm and professional in stressful circumstances and when dealing with unhappy technicians or Project Managers, effectively diffusing situations.
Maintained advanced proficiency with ServiceNow and all vendor platforms.
Identified opportunities with systems and/or processes. I was part of the Core Team for testing new systems. I suggested where additional improvements/enhancements were needed and attended meetings with developers.
Monitored and maintained tech payment approvals to achieve monthly/quarterly/yearly financial targets.
Dispatched qualified technicians to work orders, negotiated rates and provided clear direction and expectations to ensure client satisfaction and max profit for the company.
Was recognized as a strong Manager and was asked to participate in the company's leadership development program.
02/2014 to 07/2016
Customer Support AnalystKuecker Pulse Integration – Dallas, TX,
Validate & execute orders for quality data including product files, SAP master & customer data, pricing discrepancies and order date alignment for truckload consolidation.
Worked closely with internal teams, Customer Event Planner, Sales and Logistics, identified gaps in timing of orders, stock concerns and managed accordingly for seamless order execution.
Exceeded objectives by setting goals, and implementing improvement strategies.
Daily contact with our Customers Replenishment Buyers. Established and maintained a positive relationship, especially while working through problems and resolving issues.
Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
Improved feedback ratings by responding quickly to questions and problems.
Ran SAP reports to identify incomplete sales orders. Communicated internally and Customer Replenishment Buyers.
Managed orders by monitoring inbound shipments in SAP.
Troubleshot missed delivery dates, shortages and overages.
02/2009 to 02/2014
Customer Service SpecialistInfosys Ltd – Indianapolis, IN,
Supported customers by phone/email regarding store operations, products, promotions and orders.
Work with Buyers on store level issues, provide resolution and weekly status updates.
Met and exceeded productivity targets by handling every interaction with top-notch customer service.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Request quarterly sales data from Regional Managers, Distributors, or third party vendor combine data and format report to retailers specific requirements.
Escalation point for invoicing issues.
Process credits for freezer damages in SAP
Coordinate National Account placements with Freezer Management
Key player in Transitioning Central Bill process for OOH from a third party back in house
Education
Expected in
High School Diploma: North Branford High School - North Branford, CT GPA:
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