Customer Service Operations Logistics Manager|Amazon eBay WM

Overview

Looking for full-time work (8 hours/day)

at $7.00/hour ($1,232.00/month)

Bachelors degree

Last Active

April 15th, 2024 (5 days ago)

Member Since

November 12th, 2018

Profile Description

I am looking for a full-time job in a company that has a fast-paced, exciting, and highly creative work environment where there will be future opportunities for my career development and progression.

About me:
I’m a goal-oriented and results-driven professional who possesses strong interpersonal skills and can work with less supervision and under pressure. A self-learner with the initiative to learn new things. I have strong attention to detail can easily cope with instructions and can determine unknown issues in advance. The reason why my boss jokingly called me “the catch-all”.
I've also been a Customer Service Representative and Technical Support in call center companies specializing in quality, speed, process optimization, and proven multitasking abilities. I'm proficient in handling complex customer complaints through resourcefulness and flexibility and can turn irate customers into satisfied customers. I am passionate and dedicated to my job. I always prioritize the company's welfare.

JOB EXPERIENCE:
CUSTOMER SERVICE OPERATIONS MANAGER:
6 years of total experience, with 2 and a half years in the eCommerce industry.
• Managed client and manufacturer relations, supply chain, FTL/LTL and FCL/LCL shipping, warehousing, invoicing, inventory reconciliation and others.
• Defined and formulated CS KPIs, Metrics, and QA guidelines for monitoring and coaching purposes to ensure customer satisfaction and performance development.
• Reconciled and disputed FBA & 3PL inventory discrepancies. Recovered 95% of inventory losses.
• Increased 10% profit margin by successfully negotiating shipping costs with overseas freight forwarder companies.
• Exceeded company's expectations by displaying exceptional performance in customer service, promoted and regularized as early as 2 months.
Roles and Responsibilities:
1. Customer Service & Account Management:
Escalations, CS KPIs & Metrics, Process Training, SaaS, Seller Central Account Health Metrics, Feedback & Reviews, Seller Performances, Process Development, Integration & Automation, Order Fulfillment, Refunds & Disputes, A-Z Guarantee & SAFE-T Claims, FBA Shipments, and others.

2. Operations:
Listing Management, Supply Chain Management, FCL/LCL & FTL/LTL Shipping, Data Entry & Analysis, Manufacturer & Client Relations, Inventory Reconciliation, Warehousing, Invoicing, and others.

3. HR Functions:
Employee Relations, Orientation & Onboarding, Payroll & Time-keeping, Quality Audit, Project Management, Training Development, Employee Engagement, HR Compliance, Coaching, and Performance Development.

4. Onboarding Specialist, 3PL Client's VA:
Inventory Management, Warehouse, and Operation Management System Expert, Client Support, Tool Integration & Channel Automation, Client Onboarding, Problem-solving, Training, Process Development, and others. 

5. Logistics Manager:
Forecasting, Purchase Planning, Replenishments, Shipment Preparation, Inventory Mgt, WMS Expert....

CUSTOMER SERVICE ASSOCIATE and TECHNICAL SUPPORT REP: 8 years of total BPO experience, with Cross-selling and Up-selling experience.• Provided excellent customer service experience by actively listening to customer concerns and being empathetic, reliable, and enthusiastic for customer satisfaction.• Used probing expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.• Demonstrated competencies in operating multi-line phone systems & CRM tools, updating documentation, and handling payments & disputes.HIGHLIGHTS:- Top Employee with 100% KPI Score- FTR Star Awardee for 3 consecutive weeks- Most Commended Employee

Tools:
Slack, Zendesk CRM, Microsoft Teams, Teamwork, Process St, Trello, Click-up, Front, Zoho Creator, Sales IQ, 3D Seller, Listing Mirror, ShipStation, Sendle, Xero, Chargebee, Keepa, Helium 10, BoxT/ScanPower, Seller Lab Feedback Genius, ChannelReply, Seller Legend, Seller Board, Hubspot, Microsoft Online, Jibble, JustCall, Twilio, Telzio, Amazon Seller Central, eBay, Shopify, Overstock, Walmart, WooCommerce WordPress, Deliverr, CPR Enrollment Software, Alibaba, Mandaliya, GS1 UPC Generator, Barcode & QR Code Generator tool, SHIPEDGE Warehouse & Seller Inventory Management System, Inventory Ahead, SoStocked, Asana, Inventory Lab, SkuVault, Inventory Ahead, and many others...

Philosophy: "Always strive for customer satisfaction, because satisfied patrons are happy customers, and happy customers contribute a big role in business growth and success."