Summary
Work History
Education
Skills
Timeline
Generic

CAROLINA FABIAN CANO

Waukegan,IL

Summary

Detail-oriented Customer Advocate Analyst with an aptitude for balancing the company's interests with that of the costumer's. Solid team player with outgoing, positive demeanor with strong customer service skills and persistent when completing tasks. Focused and excel at prioritizing. Problem-solving abilities. Committed to deliver and exceed expectations.

Work History

Customer Service Representative

AkzoNobel International Paint
Waukegan, IL
2023 - 2026
  • Resolved customer inquiries efficiently, ensuring high satisfaction levels with product and service information.
  • Processed customer orders accurately using internal systems, maintaining data integrity throughout transaction lifecycle.
  • Assisted customers with product selection, providing tailored recommendations based on individual needs and preferences.
  • Delivered coordination with customers, planning, production and logistics.
  • Collaborated with team members to troubleshoot issues, enhancing overall service delivery and operational effectiveness.
  • Worked hand in hand with salespersons to deliver actionable insights to continuously improve SLA.
  • Proactively identified and drove resolutions to address customers complaints.
  • Dealt directly with customers by telephone and/or electronically to provide information regarding product availability, confirm pricing previously determined by Customer Data Management (CDM), specifications and estimated time/date of delivery.
  • Ensured processing and documentation compliance according to aerospace coatings requirements and specifications.
  • Worked in a high-volume customer service environment with a focus on quality and accountability.
  • Experience with SAP, ERP platforms.

AQL Auditor / Assembly Associate

Aerotek/Abbott Laboratories
2021 - 2023
  • Conducted quality assurance inspections on finished components and identified issues.
  • Complete required documentation to record quality inspections results.
  • Perform in-process inspection ensuring GMP are met and identify errors and omissions for correction.
  • Assisted quality assurance by inspecting items and removing defective parts.
  • Assembled components with minimal supervision, exceeding expected project milestones.
  • Used established assembly instructions to complete jobs quickly, accurately and with zero errors.
  • Ensures quality of product using standard operating procedures, templates, training and supervision, and good judgment.

Customer Advocate Analyst

Brightstar Corp.
Libertyville, IL
2017 - 2021
  • Managed flow and statuses of all JDE sales order types from order receipt to shipment for designated customers.
  • Perform order status maintenance, order expedites, order cancellations, backorder resolution and customer escalations.
  • Liaise with customers, management, sales team and outside parties to better understand customer needs and recommend appropriate solutions.
  • Create/review order data via EDI and JDE to verify transactions and shipping dates.
  • Work collaboratively with Brightstar AR and Compliance teams to investigate and/or resolve claims of contractual and/or routing guide non-compliance in response to deductions or chargeback of fees.
  • Continually pursue opportunities to improve processes and work with organization to identify areas for process improvements and cost reductions ensuring annual chargeback fees savings of $50K-$80K.
  • Deliver excellent customer service, resulting in consistent customer satisfaction rating.
  • Experienced addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintain up-to-date knowledge of product and service changes.
  • Provide tracking and order related reporting as requested by Account Management and/or Sales Operations.
  • Manage freight claims from customers in collaboration with Traffic department.
  • Work collaboratively with Compliance teams translating work instructions and procedures from English to Spanish for ISO audits.
  • Excellent communication skills, both verbal and written
  • Proven ability to learn quickly and adapt to new situations

Scheduling Clerk

Brightstar Corp
Libertyville, IL
2013 - 2017
  • Liaised with inventory, shipping and production teams to prioritize work while also analyzing and reporting on various historical and forecast data.
  • Monitored level of available product in each facility and in all forward pick locations to ensure calculated inventory is available to fulfill orders according to forecast.
  • Understood and implemented customer SLA agreements while balancing special requests to assist Operations in prioritization of work.
  • Resolved internal and external customer service issues in cost effective and expeditious manner.
  • Worked closely with client's representatives to meet commitments and ensure service satisfaction.
  • Liaised between internal business groups and warehouse associates.
  • Ensured company policy, systems, and industry related training was delivered to all direct reports as needed.
  • Prioritized tasks and responsibilities with limited supervision while displaying initiative and innovation resulting in constant 96%-98% OTD.
  • Use Radio Beacon, Telnet, Loftware, Lwave, Microsoft Word, Excel, Outlook and proprietary software and processed UAT testing for new customers.

Manager

WAUKEGAN FRUIT MARKET
Waukegan, IL
  • Managed and motivated team.
  • Monitored stock levels and made key decisions on stock control.
  • Conducted appraisals and performance reviews to ensure efficiency.
  • Organized training, development and new staff onboarding.
  • Ensured quality, customer service, health and safety standards were met.
  • Resolved health, safety and security issues.
  • Responded to customer complaints and concerns with professionalism.
  • Supervised operational and organizational standards of store.

Education

High School Diploma -

WAUKEGAN HIGH SCHOOL
Waukegan, IL
01-2003

Skills

  • Strong attention to detail
  • Optimistic team player, team-oriented attitude
  • Persistent meeting customer's expectations
  • Critical thinking
  • Strong written and verbal communication skills
  • Excellent customer service
  • English/Spanish fluent
  • Shipping procedures understanding
  • Warehousing functions
  • Time management and proactive decision-making

Timeline

Customer Service Representative

AkzoNobel International Paint
2023 - 2026

AQL Auditor / Assembly Associate

Aerotek/Abbott Laboratories
2021 - 2023

Customer Advocate Analyst

Brightstar Corp.
2017 - 2021

Scheduling Clerk

Brightstar Corp
2013 - 2017

Manager

WAUKEGAN FRUIT MARKET

High School Diploma -

WAUKEGAN HIGH SCHOOL

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