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@jamesmonroe
Outgoing operations specialist passionate about customer satisfaction and training.
I am a dedicated Supplier Transfer Operations Specialist with a strong background in customer service and operations management. My experience at Wayfair has equipped me with the skills to monitor vendor-client interactions, ensuring total customer satisfaction. I thrive on using relevant customer data to enhance experiences and provide targeted feedback to vendors, which has significantly improved our service quality.
Throughout my career, I have held various roles that have honed my ability to build lasting client relationships and adapt to changing environments. From my time as a Case Manager to my supervisory roles, I have consistently met goals and KPIs while training and supporting my team. My passion for helping others drives me to deliver the best results, and I take pride in my ability to resolve issues promptly and effectively.
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Work history, roles, and key accomplishments
Wayfair
Jan 2023 - Present (2 years 10 months)
Monitored interactions between vendors and clients to ensure total customer satisfaction and used customer data to improve overall experience. Provided targeted feedback to vendors to maintain excellent customer experience and resolved issues via email in a timely manner.
Wayfair
Aug 2017 - Present (8 years 3 months)
Managed shipping logistics as an intermediary between carriers and clients, including FedEx, UPS, and Fast mile Logistics. Provided personalized customer support, built lasting client relationships, and consistently updated clients until issues were resolved.
Wayfair
Apr 2017 - Present (8 years 7 months)
Answered incoming calls and resolved customer issues efficiently, escalating to relevant departments when necessary. Assisted clients with logistics and tracking information.
Nexxlinx
May 2016 - Present (9 years 6 months)
Supervised a team of up to 15 agents, assisting them with goal setting using statistics and metrics to surpass individual and company standards. Developed individualized strategies for success and improvement, maintaining documentation of developmental action plans and disciplinary actions.
Nexxlinx
Jan 2016 - Present (9 years 10 months)
Met with agents requiring additional assistance with call flow and statistics, isolating areas of improvement specific to each agent. Assisted agents with developing new skills to improve call flow and decreased the number of agents on Quality Improvement Plans.
Nexxlinx
Jul 2015 - Present (10 years 4 months)
Retained customers intending to cancel core services by using active listening, empathy, and verbal de-escalation techniques. Exceeded personal and client-set goals by finding optimal solutions for both customers and the company.
Nexxlinx
Feb 2015 - Present (10 years 9 months)
Troubleshot technical difficulties with customers, educating them on how to resolve future issues. Created tickets for documenting technical concerns and the steps taken to resolve them.
RH Foster On The Run
Jul 2012 - Present (13 years 4 months)
Provided customer service and processed transactions including cash, credit/debit, and checks. Measured fuel levels, placed merchandise orders, and accounted for inventory shipments.
Kohl's
Oct 2010 - Present (15 years 1 month)
Maintained a clean and accessible shopping environment, providing excellent customer service, processing sales, and merchandising. Consistently exceeded quotas for soliciting and processing in-store credit card applications.
Degrees, certifications, and relevant coursework
Associate in Arts (AA), Liberal Arts & Sciences
2009 - 2011
Completed an Associate in Arts degree with a focus on Liberal Arts & Sciences. Gained foundational knowledge across various disciplines.
Certificate, Video Production
2008 - 2009
Participated in a video production program, gaining skills in filming and editing. Developed practical experience in media creation.
High School Diploma, General Studies
2005 - 2009
Completed high school education, building a foundation for further studies. Engaged in various academic subjects.
Software and tools used professionally
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