Experience

Heraeus Medical USA

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Senior Customer Experience Manager

  • Feb 2022 - Present

• Customer Experience Manager

  • Apr 2019 - Feb 2022

• Customer Experience Supervisor

  • Aug 2018 - Apr 2019



Mitchell & Ness International

• Philadelphia, Pennsylvania

• Customer Service Manager

  • Feb 2017 - Jul 2018



Nine West Holdings

• HR Administrator

  • Sep 2015 - Feb 2017

  • Notary Public—Commissioned until November 2019 • Budget Planning—Assist with creating budget and review monthly • Employee Hotline—Receive emails, assign to HR investigator, periodic reporting • Employee relations assistance • HRIS systems—ADP EV5, PeopleFluent for Recruiting, Performance and Compensation, Micromation Docuware for HR records, Benefits System • HR reporting • Org Charts • Outplacement Services—Coordinate with manager, employee and outplacement firm. • PCard—Expenses and reconcile monthly • Recruiting assistance—post jobs, source candidates, review resumes, pre screen applicants • Relocation assistance—Coordinate with manager, employee and outplacement firm. • Scholarship Program • Service Awards/Retirement Program—coordinate program with vendor, assist HR team and or employees with specific issues • Severance Process—Work with site HR, legal and accounting to handle spreadsheets, create worksheets and agreements, and provide monthly accrual information • Training—Coordinate with external vendors • Workflow—Miscellaneous invoicing Show less



Ninewest Holdings

• Customer service manager

  • Jan 2000 - Sep 2015

  • Lead and motivate a team of 18 customer service agents to achieve monthly goals and objectives while in adherence to business guidelines of customer service processes. • Plan, assign and monitor work tasks for optimum team efficiency • Perform yearly staff performance evaluations • Identify and address development needs • Develop staff training programs and reference manuals and train new hires in all offices • Formulate and implement customer service policies and procedures • Determine customer service requirements through surveys, focus groups and benchmarking best practices • Analyze data to identify strategies for improvement of service and productivity • Ensure the consistent achievement of customer service levels and standards • Resolve escalated customer service issues • SAP/BW/EDI proficiency • Deadline-oriented • Focused on Customer satisfaction • Meticulous attention to detail • Monitor inbound freight to ensure timely shipping of orders and avoid potential short fall to Budget projections. • Work closely with heads of sales, distribution, and production, as well as internal depts. and external customers as it relates to order management. • Identify, evaluate, and swiftly resolve order issues prior to, during, and after shipping. • Develop and implement process improvements leading to more efficient order processing and tracking. • Work closely with Operations Support, MIS (Management of Information Systems), and warehouse management to ensure customer requirements are met. • Trusted and strategic partner to Sales and Production regarding order management efficiency and product delivery. Show less