Carmen A. Parker-Strozier
Charlotte,NC
Overview
16
16
years of professional experience
Work History
Area Manager L4-Pack Singles
Amazon Fulfillment Center NACF
Charlotte, NC
06.2024 - Current
- Lead team of 115 Pack Singles associates across 4 process paths, responsible for efficiently processing and packaging individual items, meeting and exceeding daily production targets and maintaining high quality standards within a fast-paced warehouse environment
- Develop and implementing process improvements to optimize workflow, including station balancing, line balancing, and pick path optimization, resulting in a 6-8% increase in productivity and reduced error rates or a period of 3 months
- Actively monitor performance metrics such as units per hour, accuracy rates, and overtime, identifying areas for improvement and coaching associates each hour daily to achieve desired results
- Successfully trained new hires on Pack Singles procedures, safety protocols, and Amazon systems, ensuring smooth integration into the team and rapid skill development
- Proactively mentoring high performing associates ‘and encouraging professional growth into other key operational roles such as SLAM operators, Learning Ambassadors, Process Guides/Assistants and Problem Solve Associates
- Collaborate with cross-functional teams upstream and downstream (RSP-Pick and Stow and Ship Dock) to identify and resolve operational issues, ensuring timely order fulfillment and customer satisfaction
- Consistent collaboration with Area managers across multiple paths and Operational Managers to ensure Associate safety and improvement in production processes
- Proactively address associate concerns, fostering a positive work environment and promoting high employee engagement through effective communication and performance feedback landing in the top 25% consistently in Amazon Leadership Connection scores in several categories
- Key Skills: Warehouse Management Systems (WMS) proficiency, Lean Six Sigma methodologies, Performance Management, Team Leadership, Problem-solving and analytical skills, Excellent communication and interpersonal skills
Business Coordinator II
Texas A&M University
College Station, TX
06.2023 - 03.2024
- Responsible for providing staff and student organizations accounting support
- Coordination of a variety of business activities including reconciling expenses, reviewing business documents and assisting in developing, monitoring, accounting duties, reporting accounts and budget data as directed by supervisor
- Responsible for accounts receivable/accounts payable for designated departmental accounts and assisting with staff travel
- Analyze and evaluate existing business operations to identify potential areas for improvement
- Developing and implementing new processes while working closely with colleagues from other departmental offices
- Responsible for Citibank Corporate Travel and Procurement card management for university staff
Travel Specialist II
Prairie View A&M University
Prairie View, TX
05.2022 - 06.2023
- Manage entire population of university staffing /students/faculty/guests/ travel request and expense reporting
- Extensive experience with TAMU/TAMUG business applications such as FAMIS, Workday, Concur and purchase order application Aggie Buy and Panther Buy
- Review account encumbrances daily ensuring appropriate balances are available in departmental accounts
- Audit travel and procurement expense reports daily
- Compliance of travel guidelines on both state and federal levels
- Facilitate monthly travel training in person and via Zoom conference to university staff
- Created job aides to assist staff with repetitive processes associated with domestic and international travel
- Remain knowledgeable of current system, state, federal and local guidelines and procedures
- Train University staff on efficiently using online travel applications
- Created new processes for effective and timely management of expense reconciliation and reporting
- End of fiscal year account reconciliations for university travel accounts
- Create and submit VHL/VCK/MOD/DCRs
- Responsible for Citibank Corporate Travel and Procurement card management for university staff
Sr. Multi-Product Processing & Servicing Specialist
Progressive Casualty Corporation
Houston, TX
10.2019 - 04.2022
- Progressive Home Advantage Customer Care (PCC) Insurance Services team (ISG) provides service to customers with ASI Direct renters policies, handles manufactured home service for Progressive Agents and Direct & Agency customers
- Progressive Home Advantage Customer Care (PCC) Fulfillment team finalizes mortgage and loan information required to issue new business property policies
- Proficient in multi-tasking and working between multiple MPX systems
- Fulfillment for Insurance Services Group (homeowner policies)
- Property Services for Insurance Services Group
- OWB Database Management
- PCC Manufactured Home for Services OWB
- PCC Progressive Manufactured Home Product
- Manufactured Home Migration to ASI Services
- State specific guideline adherence
- PCC Umbrella Insurance Services Group
- ASI Direct renters’ policies
- Manufactured home service for Progressive Agents and Direct & Agency customers
- Services Direct & Agency Umbrella policies
- Finalize mortgage and loan information required to issue new business property policies
- Constant communication with mortgage lenders/banks, and customers finalizing
- Participate in classroom and on-the-floor, live training for company products, processes and systems
- Handle inquiries and transactions for a single line of business across all 50 states
- Identify the customer's motive for calling and provide first call resolution on each call
- Manage existing policies
- Process cancellations, renewals, reinstatements, endorsements, payments, and state/federal filings on internal systems
- Advocates for and educate on Progressive's products and services
- Use software applications to track, gather information, and answer inquiries
- Partner with supervisor to continually develop skills and improve results
- Remain current on products, services and procedures
- Remain flexible in order to better meet the needs of the customer
- Exercise strong verbal and written communication skills
Benefit Representative II OFS (On-Floor Supervisor)
Alight Solutions
The Woodlands, TX
09.2017 - 01.2019
- Managed 401k retirement accounts with pod composed of 17 clients
- Mentor colleagues
- Project assistance with daily, monthly, quarterly report reconciliation
- Process distribution, withdrawal, rollover and loan request for participants
- Managed multiple clients according to each of its provisions
- Data-processing in multiple application environment
- Go about as hotspot for client participants amid raised issues
- Multiple chat and Skype meeting management
- Make suitable moves, including escalating issues as fundamental and imparting any patterns to administration
- Work with partners and relative departments all in all to come to resolution for heightened issues with participant accounts
- Exercise strong verbal and written communication skills
- Provide exemplary customer service as well as informative and educational interactions with participants
- Trend Identification/Tool Updates Suggestions and Implementation
- Assists in mentoring of colleagues during implementation process
- Post Go Live- Mentor colleagues on call structure, tool, tips and practice call scenarios with them to build confidence, efficient tool usage and probing skills and active listening
- Tool Updates/Improvement Suggestions
- Call Trend Analysis
AT&T Customer Care Escalations Supervisor II- Resolution Service Desk Telecommuter
Convergys
Saint Louis, MO
01.2009 - 01.2014
- Remotely Handled escalated calls regarding ATT U-verse services (HSIA, IPTV, CVoIP)
- Assist in expediting repair and install appointments
- Work with other departments within ATT to resolve any issues regarding services (billing, technical, product education and occasionally sales)
- Voice Porting Issues
- Billing Support/Bundling/service activation
- Coach and mentored 165 agents on call handling, technical issues and navigating virtual environment
- Navigate multiple applications simultaneously
- Remotely access ATT modems, PCs, set-top boxes and email servers for member assistance with service issues or inquiries
Timeline
Area Manager L4-Pack Singles
Amazon Fulfillment Center NACF
06.2024 - Current
Business Coordinator II
Texas A&M University
06.2023 - 03.2024
Travel Specialist II
Prairie View A&M University
05.2022 - 06.2023
Sr. Multi-Product Processing & Servicing Specialist
Progressive Casualty Corporation
10.2019 - 04.2022
Benefit Representative II OFS (On-Floor Supervisor)
Alight Solutions
09.2017 - 01.2019
AT&T Customer Care Escalations Supervisor II- Resolution Service Desk Telecommuter
Convergys
01.2009 - 01.2014
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