Angela Denise Robinson
Stone Mountain,GA
Overview
21
21
years of professional experience
Work History
Warehouse Associate
Amazon
Stone Mountain, GA
11.2020 - Current
- Received and processed incoming shipments, verifying accuracy of items against purchase orders.
- Maintained accurate inventory records through manual and computerized systems.
- Performed cycle counts to ensure accuracy of inventory levels.
- Organized warehouse space by rearranging products on shelves, racks and bins according to size, weight, type and other specifications.
- Packed goods for shipment in accordance with customer instructions.
- Researched customer inquiries to determine the root cause of problems and develop solutions.
- Provided technical assistance to customers with product-related issues.
- Analyzed customer feedback to identify areas for improvement in products or services.
- Developed training materials and conducted trainings on problem solving techniques.
- Collaborated with other departments to ensure customer satisfaction through effective problem resolution.
- Conducted regular reviews of customer service performance and identified opportunities for improvement.
- Monitored daily operations to ensure timely resolution of customer inquiries and requests.
- Organized and packed merchandise according to customer orders.
- Identified defective products and removed them from shipments.
- Ensured that all packages were properly sealed, labeled and shipped out in a timely manner.
- Loaded boxes onto pallets for shipment using a forklift or other equipment as needed.
- Used barcode scanners to accurately track goods throughout the warehouse.
- Operated shrink wrap machines to package goods for shipment.
- Cleaned up warehouse area regularly including sweeping floors and wiping down surfaces.
- Reported any damaged or missing items during shipping process.
- Stacked boxes on pallets in an organized manner for easy access by delivery drivers.
- Greeted customers and assisted with gift wrapping selection decisions.
- Cut, folded, and taped wrapping paper to create unique gift packages.
- Tied bows, ribbons, and other decorations onto gifts for added flair.
- Inspected wrapped gifts for neatness before presenting them to customers.
- Stocked shelves with various types of wrapping paper, ribbons, bows, and tissue papers.
- Collaborated with management on promotional displays in order to increase sales volume.
- Trained new employees in proper gift-wrapping techniques as well as store policies and procedures.
- Resolved customer issues quickly and professionally when necessary.
- Performed regular price checks on products throughout the store.
- Cleaned containers, supplies or work areas using cleaning solutions.
- Assisted with the packing of outgoing orders according to customer requirements.
- Checked packing lists against items received for accuracy.
- Monitored inventory levels and restocked supplies as needed.
- Followed safety guidelines when handling heavy or hazardous materials.
Customer Service Specialist
Wipro Technologies
Tucker, GA
04.2014 - 11.2020
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Responded to customer emails with accurate product and service information.
- Performed data entry of customer orders into the company's order management system.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Followed up with customers after transactions to ensure satisfaction levels were met.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Conducted outbound calls to follow up on surveys or solicit additional business opportunities.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Developed strategies for improving customer service processes based on feedback from customers and team members.
- Provided technical support for troubleshooting software applications used by customers.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Improved customer service wait times to mitigate complaints.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Troubleshot shortages and overages to support quality control efforts.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Mentored new employees on procedures and policies to maximize team performance.
- Made outbound calls to obtain account information.
Mail Processing Clerk
IRS
Chamblee, GA
03.2003 - 11.2014
- Sorted and distributed incoming mail.
- Maintained records of outgoing mail items.
- Scanned documents into a digital format for archiving.
- Operated postage machines to affix stamps onto envelopes.
- Loaded mail bags onto trucks for delivery.
- Processed customer requests for refunds or replacements of products purchased by mail order.
- Inspected incoming packages for visible signs of damage prior to processing.
- Compiled reports detailing the number of pieces processed daily.
- Tracked orders from customers using online tracking systems.
- Utilized automated sorting machines to quickly sort large volumes of mail.
- Assisted with loading and unloading heavy packages from delivery vehicles.
- Labeled boxes and envelopes with correct addresses before sending them out.
- Ensured compliance with all safety regulations when handling hazardous materials such as flammable liquids.
- Loaded letters into automated processing equipment and maintained continuous flow when feeding letters to be sorted.
- Operated mail processing equipment and manually sorted mail.
- Organized and monitored mail supplies and general office supplies for mailroom.
- Identified undeliverable mail and applied markups to return to sender.
- Loaded mail into cart to prepare for interdepartmental delivery route.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Ordered materials needed to complete daily tasks in the mailroom.
- Processed large volumes of outbound mail using automated sorting equipment.
- Coordinated pickup times with external courier services for larger shipments.
- Labeled and tracked all packages to ensure timely delivery to recipients.
- Organized distribution of interoffice mail between departments within the organization.
- Developed procedures for handling confidential documents securely.
- Performed data entry into company tracking system for all incoming and outgoing correspondence.
- Generated reports on postage usage and other related metrics as requested.
- Responded promptly to inquiries from internal staff regarding deliveries or other postal matters.
- Monitored quality control measures to ensure accuracy in processing outgoing shipments.
- Organized and maintained documents, files and records.
- Managed paper or electronic filing systems by recording information, updating paperwork and maintaining documents.
- Read through contracts, regulations and procedural guidelines to verify comprehension and compliance.
- Organized packages according to size and weight.
- Stamped postmark on letters and parcels.
- Monitored the quality of outgoing mail to ensure accuracy in addressing, labeling, and stamping requirements.
- Reconciled discrepancies between postal service invoices and internal records.
- Conducted routine maintenance on mailing equipment as needed.
- Inputted data into a spreadsheet program to record information about each shipment.
- Responded promptly to customer inquiries regarding their shipments or orders.
- Retrieved undeliverable packages from post offices and returned them back to sender.
- Received, sorted and organized incoming letters and packages.
- Packaged items in boxes or envelopes and sealed.
- Weighed items using electronic scale to calculate shipping costs.
- Placed letters in individual mail slots for internal staff pickup.
- Applied appropriate postage to outgoing mail using postage machine or mailing labels.
- Scheduled pickups for outgoing parcels with external mail delivery services.
- Reordered supplies when stock ran low to maintain necessary levels.
- Delivered mail by dropping off to recipients within organization.
- Weighed parcels, calculating costs based on type, total weight and final destination.
- Handled undeliverable mail in accordance with established procedures.
- Utilized factors such as package shape and final destination to sort into correct bins for delivery.
Education
High School Diploma -
Mcnair High School
Atlanta, GA06.1999
Skills
- Shipping and Receiving
- Product Verification
- Order Picking
- Assembly and Production
Timeline
Warehouse Associate
Amazon
11.2020 - Current
Customer Service Specialist
Wipro Technologies
04.2014 - 11.2020
Mail Processing Clerk
IRS
03.2003 - 11.2014
High School Diploma -
Mcnair High School