Experience

Centric Brands

• United States
• Retail Apparel and Fashion
• 700 & Above Employee

• Senior Allocator / Customer Service Associate

  • Nov 2021 - Present



Hanesbrands Inc.

• United States
• Manufacturing
• 700 & Above Employee

• Account Coordinator II

  • Aug 2021 - Oct 2021

  *Actively interface with internal (Marketing, EDM, SAP Team, IT, Credit, EDI, DC’s, Logistics, Customer Ops) and external customers to resolve service-related issues for assigned accounts and provide all other appropriate information and reports*Manage order bank and resolve all applicable issues to meet order dates; issues include pricing, promotion, material set up, terms, fill rate issues etc.*Locate and resolve inventory issues when demand is over availability*Locate inventory and recommend inventory moves*Where applicable, track inventory and provide direction to DC’s regarding casing*Seek out when/where to do product substitutions*Track orders from the DC to the customers using carrier websites*Execute all applicable reports to manage accounts and perform queries*Understand, monitor, and ensure compliance to all policies, procedures and audit requirements, both customer’s and HBI’s*Conduct necessary research to understand and resolve customer chargebacks, RMA’s and credit requests*Where applicable, act as liaison between DC’s, freight forwarders, and customers*Act as a brand ambassador and knowledge source when it comes to our company values, product and operational policies and procedures*Provide input for all process improvements and support all team building initiatives*Participate in cross functional teams and provide customer/order management expertise*Manage return and credit requests*Manage any other administrative functions for the department as deemed necessary by management to support the department as a whole



Centric Brands

• United States
• Retail Apparel and Fashion
• 700 & Above Employee

• Allocator / Customer Service Coordinator

  • Mar 2018 - Aug 2021

  *Manage purchase orders from initial bulk allocation through end of life cycle of merchandise, including daily review, maintenance and release of sales orders, follow thru with shipments and reverse logistics.*Help to track production thru receipt in distribution center.*Create and manage work order process to ensure customer floor ready requirements, as well as, overall retail compliance is met.*Review orders on an exception basis from all product flow streams daily and modify as necessary.*Ensure all electronic transactions (EDI) are sent and/or received.*Review daily shipments to ensure proper invoicing.*Communicate daily with Order Management Manager, as well as Sales & Warehouse counterparts to review customer delivery issues.*Review Operational chargebacks with Compliance team.*Manage overall system data integrity with main focus on sales orders.*Utilized Amazon Vendor Central to manage purchase orders.



Sheetz

• United States
• Retail
• 700 & Above Employee

• Salesperson

  • Oct 2019 - Oct 2019

  *Served as a hospitality ambassador by greeting customers and providing an excellent experience.*Prepared food and beverage items in a fast and friendly manner to meet customer expectations*Followed proper food and beverage safety procedures to ensure quality, satisfactory products*Completed customer transactions accurately and efficiently, and ensure compliance with applicable age restricted product regulations such as tobacco and alcohol*Receive and replenish foodservice and beverage supplies and products*Maintain a neat and clean appearance in the store, kitchen, and dining areas, as well as outside of the store*Serve as an ambassador for the Sheetz Brand



Alight Solutions

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service Representative I

  • Jul 2017 - Feb 2018

  *Work with employees, answers concerns and questions, educating them and solving complex issues relating to their health care benefits, 401k savings, life benefits, retirement plans, leave of absence, payroll and human resource related services. *Handle a high volume of inbound calls from our clients’ employees as well as conducting outbound calls for follow up as required. *Utilized interpersonal skills and extensive on-the-job training to provide professional, knowledgeable, helpful, courteous, and responsive customer service. *Backup for High-touch client support team.



Newell Brands

• United States
• Manufacturing
• 700 & Above Employee

• Consumer Service Supervisor

  • Nov 2015 - May 2017

  *Provide guidance, mentoring, 1-on-1 coaching and provide direct feedback to Consumer Services Representatives.*Identify resources that will support Consumer Services or that will enable the Consumer Services Representatives to perform their jobs.*Prepare and deliver monthly operational presentations to departmental management to report on the team’s performance.*Conducts team meetings to communicate updates as needed.*Provide real-time assistance to representatives to address consumers queries and to keep operations flowing smoothly.*Monitor productivity reports to enable and guide team to meet / exceed goals.*Facilitate monthly one-on-one with employees to communicate sufficient feedback on progress and performance to support employees in their development planning.*Assist with general Care discipline functions, including overall day-to-day operations of the brand and product lines.*Collaborates with Human Resources Business Partner (HRBP) and management to interview, counsel, and terminate employees.*Worked with Salesforce.com CRM system to manage consumer contact and monitor productivity.

• Consumer Services Team Lead

  • May 2014 - Oct 2015

  *Assisting center with immediate business needs such as escalations, incoming calls, help desk, workforce (CMS) and training etc.*Assisting supervisor with daily and monthly metrics for teams*Coaching CSRs on call handling, quality and other activities*Monitoring distribution workloads for Email/Chat*Identify quality and procedural issues; provide possible solutions*Analyze Cost of failure and other data captured & recommend improvements and alternatives.*Completing monthly report on team’s performance*Team motivation and morale events.*Operational tasks and responsibilities.*Presentations during communications with team.

• Second Line Technical Specialist /Tech II Support

  • Apr 2013 - May 2014

  *Assist agents through troubleshooting technical issues and concerns more too complex for Level 1 Techs, including providing callbacks to customers and managing product hardware on-site.*Provided Remote Assistance to customers with complex software issues or difficulty following troubleshooting.*Worked with colleagues from on-site, our Atlanta headquarters, and even overseas in Belgium. Working with other 2nd Level techs and management.*Worked with management to develop policies for agents in technical department.*Submitted FAQ suggestions, updates to training/knowledgebase documents, also suggested training key points and top issues.

• Consumer Experience Technical Representative

  • May 2012 - Mar 2013

  *Going above and beyond to exceed consumer expectations, focusing on genuine conversation, and building a relationship with the consumers. Servicing a relationship opposed to a transaction, in order to Create Raving Fans.*Specializing in consumer care, responding to all type of consumer inquiries and complaint handling. Communicating with consumers through e-mail, phone, and online chat. Creating a conscious log of every taken step, in order to build a good relationship with the consumer.*Aiming for first call resolution whenever possible, using the aid of all tools available, requesting assistance from a Specialist when needed, and escalating more complex problems to a Level 2 Tech Specialist.



NCO Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Support Mentor

  • Jan 2012 - Apr 2012

  *Assist agents through troubleshooting technical issues and concerns including provide suggested solutions and resolutions to questions and problems.*Monitor agents’ calls and provide prompt feedback concerning possible problems or areas of improvement.*Accurately document and update records in required systems; track daily calls.*Maintain diplomacy when addressing escalated matters.*Maintain knowledge, understanding, and compliance with all applicable company policies and procedures. Perform other duties as assigned by management.

• Technical Support Representative

  • Jun 2010 - Dec 2011

  *Answered inbound calls in support of customer needs for the UPS Worldship shipping software.*Conveyed in a reassuring manner step-by-step instructions to resolve application issues.*Assisted with upgrades, installation of software and hardware, and walk-through of essential features.*Utilized multiple database resources for troubleshooting support for software and hardware issues.



North Carolina Agricultural and Technical State University

• Higher Education
• 700 & Above Employee

• Clerical Assistant

  • Aug 2007 - May 2010

  *Interacted with administrators, students, faculty, staff and employers from across the country.*Assisted a staff of nine with preparing materials for workshops, career fairs, special programs, and conferences.*Input data and generated reports of evaluation results from various events.*Utilized specialized career development software to update student profile data and track student attendance. *Interacted with administrators, students, faculty, staff and employers from across the country.*Assisted a staff of nine with preparing materials for workshops, career fairs, special programs, and conferences.*Input data and generated reports of evaluation results from various events.*Utilized specialized career development software to update student profile data and track student attendance.



AMERICAN EAGLE OUTFITTERS INC.

• United States
• Retail
• 700 & Above Employee

• Flooring Specialist

  • Jun 2008 - Aug 2008

  *Ascertained how to properly display merchandise and dress mannequins; strategically placed items according to store guidelines to appeal to the consumer and encourage suggestive selling. *Adhered to time constraints to ensure merchandise projects were completed in a timely manner. *Ascertained how to properly display merchandise and dress mannequins; strategically placed items according to store guidelines to appeal to the consumer and encourage suggestive selling. *Adhered to time constraints to ensure merchandise projects were completed in a timely manner.



DGS

• United States
• Airlines and Aviation
• 700 & Above Employee

• Ramp Agent

  • Jan 2008 - Mar 2008

  *Loaded and unloaded baggage and other cargo for transport via aircraft in a timely fashion.*Performed a variety of maintenance/ground servicing activities, which included keeping the tarmac free of debris, tracking baggage storage locations within the various compartments to ensure proper weight and balance, and sorting baggage according to routing destinations. *Loaded and unloaded baggage and other cargo for transport via aircraft in a timely fashion.*Performed a variety of maintenance/ground servicing activities, which included keeping the tarmac free of debris, tracking baggage storage locations within the various compartments to ensure proper weight and balance, and sorting baggage according to routing destinations.