Angela Kaylor
Grand Prairie,TX
Summary
Dynamic leader with a proven track record at Miracle of Aloe, excelling in shipping and receiving management and customer relationship enhancement. Leveraged strong work ethic and data entry expertise to streamline operations, achieving a notable shipping accuracy rate. Skilled in fostering team collaboration and driving customer satisfaction, consistently delivering results beyond expectations.
Overview
27
27
years of professional experience
Work History
Customer Service Manager
Miracle of Aloe
01.2015 - 06.2024
- Answered all incoming emails from our Customers thru Amazon, Ebay, Walmart, Etsy, Tigibeautyproducts and Miracle of Aloe.
- Handled any issues from All Store Fronts concerning on-time deliveries or Product issues
- Followed through with client requests to resolve problems.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Created and reviewed invoices to confirm accuracy.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Researched and corrected customer concerns to promote company loyalty.
- Kept accurate records to document customer service actions and discussions.
- Took ownership of customer issues and followed problems through to resolution.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Followed up on customer inquiries to confirm issues were adequately addressed.
- Operated switchboard and routed incoming calls to appropriate departments.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Processed customer payments for timely, accurate order fulfillment.
- Solved customer inquiries regarding products, orders and account balances quickly to meet service targets.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Reviewed customer feedback to determine strategies for improving customer service.
- Performed data entry operations to update database with customer responses.
- Processed customer calls by accurately logging all pertinent information with Big Commerce.
- Handled customer complaints using strong engagement, research and issue-resolution skills.
- Collected personal information from customers to accurately document requests.
- Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
Shipping and Receiving
Miracle of Aloe.- Winning Solutions
01.2020 - 06.2024
- Performed data entry to maintain accurate records of inventory levels and shipping and receiving logs for management reports.
- Verified the accuracy of shipping and receiving documents and maintained records.
- Worked with colleagues to explain shipping and receiving processes, establishing sound knowledge of terminal procedures among facility staff.
- Documented shipping and receiving records to confirm receipt of orders.
- Managed shipping and receiving activities with 500 orders processed daily.
- Coordinated shipping and receiving functions.
- Oversaw purchase orders, data entry and shipping and receiving operations, troubleshooting obstacles and supporting comprehensive improvements.
- Handled shipping and receiving functions for branch.
- Streamlined shipping and receiving operations to reduce errors and improve customer satisfaction.
- Assisted with shipping and receiving to maintain efficient flow of materials and finished goods.
- Handled day-to-day shipping and receiving overseeing more than 500 packages per day.
- Strengthened cost reduction efforts, shipping and receiving procedures and inventory controls.
- Followed shipping and receiving procedures for goods and materials.
- Directed shipping and receiving of wide range of products daily.
- Verified shipping and receiving counts matched picking and purchase order documents.
- Inspected and verified orders before shipping them to customers for accurate deliveries.
- Organized accurate and compliant shipping paperwork and financial records to avoid errors.
- Supervised selection, purchase and utilization of company assets in support of shipping operations.
- Reviewed orders, production schedules, blueprints and shipping or receiving notices and assigned work sequences and material shipping dates and destinations.
- Assisted customers with sales needs such as inventory and shipping questions.
- Negotiated prices and shipping expenses to reduce inventory costs.
- Prepared receiving, storage and shipping documentation and retained product accountability throughout logistical process.
- Issued credit or full refund for customer returns and reported on product defects or damages resulting from shipping process.
- Prepared bills of lading, printed shipping labels, and documented customer requests in computer system.
- Conducted inventory control and reported stock or receiving discrepancies identified when comparing inventory records with physical items or received products and packing slip.
- Completed administrative tasks such as receiving and processing documents, submitting payments, and distributing correspondence.
- Packed, sealed and labeled cartons for shipping, using hand tools, power tools and postage meter.
- Checked merchandise to verify accuracy of invoices and report breakage in shipping.
Store Manager
Valero Corner Store
01.2008 - 01.2013
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Supervised guests at front counter, answering questions regarding products.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Approved regular payroll submissions for employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Completed point of sale opening and closing procedures.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Assisted with hiring, training and mentoring new staff members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Assisted in recruiting, hiring and training of team members.
- Reported issues to higher management with great detail.
- Trained and guided team members to maintain high productivity and performance metrics.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Property Manager
Lakeview Townhomes
01.2002 - 01.2008
- Introduced prospective tenants to types of units available and performed tours of premises.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Communicated effectively with owners, residents, and on-site associates.
- Coordinated appointments to show marketed properties.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Kept properties in compliance with local, state, and federal regulations.
- Planned special events such as lotteries, dedications and project tours.
- Collected and maintained careful records of rental payments and payment dates.
General Manager
Paramount Hotel
01.1997 - 01.2002
- Managed budget implementations, employee evaluations, and contract details.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Interacted well with customers to build connections and nurture relationships.
Skills
- Shipping and receiving Operations
- Strong work ethic and integrity
- Ordering and receiving procedures
- Packaging and shipping
- Packing and shipping proficiency
- Refund handling
- Call etiquette understanding
- Supervision and leadership
- Positive and cheerful
- Persistent and Resilient
- Packaging and shipping cartons
- Issue acknowledgement and resolution
- Shipping and receiving management
- Call Management
- Data Entry
- Account updating
- Inbound and Outbound Calling
- Paperwork Processing
- Scheduling
- Key holder experience
- Customer Relationship Management (CRM)
- Quality Assurance Controls
- Complaint Handling
- Client Relations
- Live chat support
- Refunds processing
- Positive and professional
- Microsoft Outlook
- Microsoft Excel
- Money handling abilities
- Receiving support
- Call Center Operations
- Order Fulfillment
- Spreadsheets
- Support case resolution
- Payment Processing
- Call escalation
- Tracking complaints
- Promotional support
Timeline
Shipping and Receiving
Miracle of Aloe.- Winning Solutions
01.2020 - 06.2024
Customer Service Manager
Miracle of Aloe
01.2015 - 06.2024
Store Manager
Valero Corner Store
01.2008 - 01.2013
Property Manager
Lakeview Townhomes
01.2002 - 01.2008
General Manager
Paramount Hotel
01.1997 - 01.2002
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