My job experience is
concentrated in Knowledge and Learning Management, with exposure to
Administrative or Clerical / Accounting Related. I have 21 years of work
experience, with 11 years of management experience, including a low-level
position within HR/Training. I am looking for a position in which I am able to
teach people and or lead a team that will exceed the company's expectations.
Strong organizational skills
Active listening skills
Seasoned in conflict resolution
Sharp problem solver
Energetic work attitude
Customer service expert
Adaptive team player
Supervisor 3rd Shift Command Center06/2016 to 02/2017DHL Supply ChainLockbourne, OH
Acted as a liaison between operations and the customer in
administration of accounts and between the Command Center and
3rd party service providers regarding work instructions and their
execution.Chair and document pre-shift meetings as directed
including pre-shift meetings with the 3rd party call
center.Responsible for assisting the Manager with reporting of KPI's
as agreed upon to evaluate the effectiveness of both the operation
and department.Monitor status and ensure work tasks are kept
current in Command Center Systems and Email queues, queries and
reports associated with open orders, alerts, and inventory
Assisted Manager with maintaining current work
instructions and ensure e-share is updated with most current work
Assisted with training of Command Center and 3rd party
associates.Effectively assist other team members with
correspondence with customers as required.
Prepared reports as
required for task analysis as required.Perform additional duties as
assigned by management.
Assisted Manager with maintaining team
focus on importance for all team members to always know the status
of the alert queue and escalate if queues are not current and a
backlog is experienced.
Assisted Manager as needed with weekly
work assignment creation and distribution.
Assisted Manager with
ensuring telephony system is always covered with an associate and
they are logged into system.Processed new orders and manage
customer and vendor order inquires via telephone, email, EDI
Sourced order from the nearest and best warehouse
with part inventory.
Took initiative to create best delivery routing
when routing solution is not readily supplied by the system.
Reviewed and validated part inventory availability.
delivery service level.
Coordinated and monitored orders throughout
the delivery cycle milestones.
Ensured all vendors were pre-alerted
with shipment details and any special instructions.
recovery and escalation processes when an order was in jeopardy of
not meeting the order's service level and estimated delivery arrival
Engaged and pursued a high touch, customer intimate posture
when executing proactive continuous communication with customer,
order requestor and vendor organizations regarding order estimated
delivery arrival time revisions and status of the delivery.
customers were being communicated with any requested milestones,
problems, and/or proofs of delivery.
Actively worked with Operations
management to remove obstacles and apply pressure as needed
with warehouse and transportation vendors.Monitored and follow-up
to ensure all transactions are played completely and accurately
within the order and warehouse management systems.
distribute daily customer reporting.
Communicated and worked with
vendor dispatching staffs.
Resolved product or service problems by
clarifying the customer's complaint, determine the cause of the
problem, select and explain the best solution to solve the problems,
expedite correction or adjustment, follow up to ensure resolution.
Prepared product or service reports by collecting and analyzing
Assisted in inventory control process by
coordinating daily counts and making necessary adjustments.
Monitored and delivered KPI's for third shift associates.
phones and composed emails regarding orders for three major
Maintained weekly payroll accuracy for associates.
Scheduling Analyst01/2011 to 03/2016Mettler-ToledoColumbus, OH
Key responsibilities included driving field personnel productivity,
minimizing operational costs, and improving customer satisfaction.
Personal contributions include driving revenue growth across multiple
regions, authoring/implementing operational processes, and
developing business strategies through data analytics to increase
market share and drive future growth.
Industry knowledge includes
pharmaceuticals, biological sciences, petroleum & oil, food &
beverage, and military warfare.
Product familiarization includes
precision & analytical weighing, titration, density, refractometry, pH,
and material characterization.
Scheduling and Forecasting Analyst01/2006 to 01/2011Fiserv, IncDublin, OH
Responsible for management of paid time off for over 800 associates
in three states.Setup and maintenance of a yearly PTO bid.Six
Sigma Yellow belt certified.
I have taken many scheduling and
forecasting courses from the ICMI group.Forecasting call volume for
three major platforms in various forms.
i.e, Emails, Phones, Claims).
Created various reports on daily staffing needs.Helped maintain real
time focus for 32 management units in three states.Traveled to
different sites in three states for training classes.Conducted new hire
presentations, explaining company goal for workforce objectives.
Supervisor and Workforce Analyst01/1996 to 01/2006Safelite Auto GlassColumbus, OH
Key responsibilities included routing calls to associates when in
Managed vacation time for 300 associates in two different
sites.Implemented training courses and schedules for new
hires.Created and maintained various reports depending on the
needs of the business.
Managed payroll for up to eight associates.
Supervised a team of up to 35 associates.
Promoted from phones
rep to team lead , and to workforce management.
GED: College Prep1995St. Francis DeSales High ScoolColumbus, Ohio, United States
developing business, call
center, customer satisfaction, delivery, dispatching, driving, EDI, Email, focus, Forecasting, forms, inventory, inventory control, team lead, market, meetings, oil, Operations
management, payroll, personnel, presentations, processes, real
time, reporting, routing, scheduling, Six
Sigma, staffing, task analysis, telephone, telephony, Phones, transportation, weighing