Chantalle Garcia
Summary
Knowledgeable and dedicated customer service professional. Solid team player with positive demeanor and proven ability to learn quickly and effectively apply new skills. Experience working with various teams to develop creative solutions that contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships and cultivating partnerships.
Overview
6
6
years of professional experience
Work History
Logistics Specialist
Zoro Tools
06.2024 - Current
- Promptly respond to transportation requests including freight reconsignment, approving accessorial fees, and providing contact information
- Complete tickets submitted through Service Desk accurately and within SLA to resolve transportation issues such as invalid tracking, lost/damaged packages, and refused LTL shipments
- Monitor trends in submitted Service Desk tickets to enhance processes and overall customer experience
- Handle daily FOC Report by processing new orders in SAP for damaged stock orders
- Manage and schedule ground and LTL pick ups using FedEx and RXO portals.
Sr. Customer Experience Representative
ZORO
12.2021 - 05.2024
- Provide internal support to Customer Service Associates by providing creative resolutions to customer questions, issues, and complaints
- Educate CSAs through a high understanding of internal processes and available resources
- Improve call center functionality and service capacity by working with a sense of urgency
- Address and resolve customer complaints empathetically and professionally
- Maintain composure and patience in the face of escalated situations
- Act as a bridge between customer-facing roles and backend teams within the Customer Fulfillment Department
- Experience managing several data reports including Return Approvals, Help Phone Call Tracker, Service Interruptions, and Sales Orders on Hold
Supplier Program Manager (Stretch Assignment)
ZORO
05.2022 - 10.2022
- Managed and supported relationships with top suppliers in order to meet the goals of both Zoro and our suppliers
- Met with project stakeholders on a regular basis to assess progress and make adjustments
- Leveraged project management processes and tools to define and execute projects
- Collaborated with various teams to ensure the smooth operation of promotional campaigns from start to finish
- Provided approval on creative assets for promotional campaigns
- Identified program obstacles and communicated possible impacts to team
Customer Service Associate
ZORO
06.2021 - 12.2021
- Took calls to help maintain customer relationships and brand loyalty by providing fast and professional resolutions to questions and concerns
- Maintained a high level of attention to detail while processing orders, returns, and other tasks using other internal systems (i.e NetSuite, Service Desk, and SAP)
- Accurately entered information to provide a seamless experience
- Consistently met the goal of “Meets Expectations” on weekly quality assurance performance reviews
Social Media Manager
Ketterhagen Motor Sales
01.2019 - 01.2021
- Managed the company's website and social media accounts, leading to increased website traffic from social media posts
- Communicated effectively via phone and email with consumers and Ford digital marketing representatives
- Monitored online presence and engage with users, strengthening customer relationships
- Created social media and direct mail content including posters, logos, news statements, and upcoming promotions
- Answered calls and accurately processed customer check-outs via cash, credit, or check
- Increased customer engagement through social media
- Monitored online presence of company's brand to engage with users and strengthen customer relationships
Education
Bachelor of Business Administration - Economics
University of Whitewater
Whitewater, Wisconsin, WI12.2020
Skills
- Time Management
- Exceptional interpersonal skills
- Emotionally intelligent
- Change Management/Adaptability
- Process Documentation
- Process Improvement/Project Management
- Complaint Handling and Creative Issue Resolution
- Relationship and Team Building
- Strategic Planning
- Coaching and Development
Additional Information
- 2023 H1 Top Performer -Metrics
- Completed: Knowledge Management Stretch Assignment 06/2023
- Completed: Customer Service Interim Leadership Program 5/2024
- In Progress: Grainger’s Badging Program
Timeline
Logistics Specialist
Zoro Tools
06.2024 - Current
Supplier Program Manager (Stretch Assignment)
ZORO
05.2022 - 10.2022
Sr. Customer Experience Representative
ZORO
12.2021 - 05.2024
Customer Service Associate
ZORO
06.2021 - 12.2021
Social Media Manager
Ketterhagen Motor Sales
01.2019 - 01.2021
Bachelor of Business Administration - Economics
University of Whitewater