Experience

IKEA

• Netherlands
• Retail
• 700 & Above Employee

• Business Analyst

  • Apr 2017 - Present

  Monitor customer behavior trends that may affect unit operations and provide suggestions on how to react upon them coupled with provide insight regarding various reports in order to enhance the customer experience. Monitor customer behavior trends that may affect unit operations and provide suggestions on how to react upon them coupled with provide insight regarding various reports in order to enhance the customer experience.



IKEA Direct

• Transport and After Sales Team Leader

  • Jul 2015 - Present

• Resolutions agent

  • May 2006 - Present

  -De-escalate customer calls by resolving their complaints and/or issues in a cost-conscious mannerwhile maintaining the IKEA brand. -Created customer service files to document resolutions agreed upon with customers issues -Complete assigned outbound administrative tasks: call customers to follow up on existing files, work emails from store/distribution warehouse locations,delivery/assembly/installation companies and handled stock deviation reports-Provide feedback to assist the team members in the on-going pursuit of excellent customer service.

• Transport Coordinator

  • Oct 2009 - Jan 2014

  A detail oriented position that requires in depth knowledge of many internal programs, databases and web-sites:-Monitor dispatched long hauler trailers to ensure they reach delivery company terminals on time, proactively diminishing the potential for delivery delays for customers awaiting reception of their merchandise-Monitor the return of merchandise from customers and delivery companies to store locations -Executed rush delivery, pick up, return and trace requests submitted by resolution agents-Established when merchandise is to be written off-Addressed day to day delivery issues brought forth by customers or transport service providers-Validate and authorize additional fees requested by delivery companies to complete specific services that are not within the parameters outlined in service agreements-Diminish monetary loss by submitting damage and lost merchandise claims-Create reports on a monthly basis to reflect transit lead time trends from order dispatch date to final delivery date to the customer.

• Resolutions Team Leader

  • Nov 2012 - Nov 2013

  -Responsible to address the needs of three client groups: co-workers, the organization and the customers. -Aim to consider employees' needs in tandem with time management decisions. Engage in team-building by recognizing and praising good performance and by investigating and giving quick, clear and encouraging feedback when a need for improvement is required. -Be open to feedback at regular in the immediate and interfacing departments.-The ability to multitask is a must: prioritize personal workload to ensure steady productivity, completing administrative functions and monitoring coworker activity on the floor. -Monitor weekly and monthly results and explore ways to enhance coworker performance.-Connect with managers within immediate and other departments to share ideas on improving the business from many different aspects.



Subway

• Restaurants
• 700 & Above Employee

• Manager

  • May 2003 - May 2006

  -Open and close the restaurant -Complete stock inventory on a weekly basis -Order and receive stock and supplies -Ensure the maintenance of hygiene and temperate regulations -Assign daily tasks to employees -Prepare and served fast food -Operate a computerized cash register   -Open and close the restaurant -Complete stock inventory on a weekly basis -Order and receive stock and supplies -Ensure the maintenance of hygiene and temperate regulations -Assign daily tasks to employees -Prepare and served fast food -Operate a computerized cash register  