Clarissa Coates
Blakeslee,PA
Summary
Achieved successful project outcomes by implementing innovative solutions and fostering teamwork. Enhanced team dynamics through collaboration and a positive approach. Advanced environmental initiatives that contributed to community well-being and sustainability.
Overview
16
16
years of professional experience
Work History
Operations Team Leader
Recycle Track Systems
New York, NY
04.2024 - 01.2026
- Evaluated personnel needs and facilitated recruitment efforts to enhance talent acquisition.
- Managed staff scheduling and allocated responsibilities to improve team productivity.
- Led team in optimizing operational workflows, enhancing efficiency across multiple departments and platforms.
- Mentored junior staff, fostering skill development and promoting a culture of continuous improvement.
- Managed training program organization and execution, focusing on skill enhancement and team effectiveness.
- Formulated and integrated performance criteria to drive personnel development and elevate customer service standards.
- Implemented process improvements resulting in reduced turnaround times for service delivery and case management.
- Coordinated daily operations to ensure alignment with organizational goals and performance standards.
- Managed escalations with the goal to enhance the customer experience.
- Coordinated the installation and de-installation of commercial compactors across multiple industries.
- Managed reports on work flow and customer revenue to maximize productivity and profitability.
- Analyzed and resolved customer complaints concerning the quality of service, ensuring optimized experiences.
- Cultivated strong relationships with clients and vendor partners to drive collaboration.
- Championed customer experience initiatives in every interaction to elevate satisfaction levels.
- Facilitated issue resolution processes to enhance customer retention and loyalty.
Senior Procurement Specialist
Recycle Track Systems
New York, NY
01.2023 - 04.2024
- Facilitated coordination of equipment deliveries and changes to on site services.
- Contributed to exceptional customer satisfaction by supporting team efforts in service delivery.
- Analyzed work processes and operational issues to elevate service quality.
- Oversaw procurement processes for equipment and supplies, ensuring optimal availability for operational needs.
- Oversaw comprehensive scheduling of equipment maintenance activities while facilitating timely service delivery for waste management.
- Evaluated national cost trends, categorizing waste stream and equipment type to pinpoint areas requiring strategic improvement.
- Monitored waste service levels per industry to inform decisions and ensure optimal disposal levels.
- Coordinate the management of new service and supply contracts for individual sites as well as MSA’s that covered large areas.
- Negotiated contract pricing and terms to optimize customer satisfaction while maintaining company profitability.
- Developed comprehensive understanding of waste industry standards to deliver tailored waste service options that meet client needs.
- Established and nurtured relationships with waste and equipment vendors to ensure reliable service for clients on national level.
- Addressed billing discrepancies to mitigate customer and client impact.
Quality Assurance Specialist
Recycle Track Systems
New York, NY
10.2022 - 01.2023
- Facilitated integration of Dynamics platform, ensuring accurate billing and client account data (services and equipment) updates while training team members on effective usage.
- Assisted in creating and implementing test plans to confirm product quality and compliance with specifications.
- Supported development of quality processes and analysis of trends.
- Reported performance metrics for corrective actions and initiatives aimed at achieving zero defects.
- Conducted root cause analysis to identify defects and implemented corrective actions to optimize process efficiency.
- Led collaboration initiatives with cross-functional teams to enhance product designs.
- Led training and mentorship initiatives for junior staff on QA methodologies, tools, and best practices.
- Facilitated team initiatives to elevate data quality awareness across organization.
- Monitored and enforced compliance of all processes with established quality standards.
- Directed maintenance and updates of the CRM to manage quality control metrics.
- Assisted in creating monthly data quality reports. Supported various reporting initiatives and presentations.
- Collaborated with teams to maintain accurate data representation.
Senior Customer Care /Retention Representative
Recycle Tracks Systems Inc
Manhattan, NY
01.2021 - 02.2022
- Cultivated strong relationships between clients and vendor partners to drive collaboration.
- Championed customer experience initiatives in every interaction to elevate satisfaction levels.
- Facilitated issue resolution processes to enhance customer retention and loyalty.
- Developed comprehensive understanding of marketing offers to deliver tailored waste service options that meet client needs.
- Established and nurtured relationships with waste vendors to ensure reliable service for clients in remote areas.
- Addressed billing discrepancies and pursued outstanding payments to mitigate client impact.
- Engaged with clients to clarify billing charges and credits while ensuring optimal equipment and service levels for new locations.
- Led negotiations with customers and vendors to optimize service quality and cost efficiency while complying with contract requirements.
- Developed comprehensive cost proposals for evaluation by operations and finance leadership.
- Developed and maintained customer service manual, providing staff with current guidance to enhance customer support and retention efforts.
- Managed phone system recordings to ensure accurate data supply for operational needs.
- Managed response to open tickets across various client portals to ensure timely service delivery.
Customer Service Analyst
Recycle Tracks Systems Inc
10.2019 - 01.2021
- Achieved seamless daily operations through effective data management and reporting. Enhanced service delivery by monitoring communication channels and dispatching technology resources. Improved customer experience by addressing open tickets and partnering with vendors for superior service.
- Authored and structured customer service manual and glossary, serving as essential training resources for representatives across various departments.
- Managed customer inquiries related to waste services, ensuring effective onboarding processes for new site implementations.
- Achieved high levels of customer satisfaction by fostering strong relationships with clients and vendors. Coordinated with hauler partners to implement waste services efficiently and resolve problems swiftly.
- Managed day-to-day operations and spearheaded special projects focused on improving customer experience in partnership with external stakeholders and RTS leadership.
Customer Care Supervisor
Recycling Rewards Inc.
Philadelphia, PA
06.2015 - 10.2019
- Conducted comprehensive interviews and assessments to select and hire top talent for organizational needs.
- Developed detailed work schedules based on operational demands to maintain high-quality and prompt service.
- Conducted observations of worker appearance and performance to guarantee alignment with established service specifications.
- Achieved improved operational efficiency by training workers on proper procedures and functions. Clarified company policies to enhance employee engagement and adherence. Contributed to a well-informed workforce that supports organizational objectives.
- Conducted thorough analysis of personnel and operational data, producing detailed reports to inform strategic decision-making.
- Investigated and resolved customer issues concerning worker performance and services provided.
- Assessed performance deficiencies and enforced disciplinary protocols to promote improvement.
- Educated colleagues on the specific interests and needs of targeted groups to promote a supportive work environment.
- Achieved high customer satisfaction by delivering accurate product and service information through effective communication. Streamlined order processing and account cancellation procedures. Resolved customer complaints promptly to maintain positive relationships.
- Tracked and organized details of customer inquiries, complaints, and comments, along with corresponding actions taken to improve customer satisfaction.
- Analyzed customer feedback to identify areas for service enhancement and implement strategic improvements.
- Managed referral process for unresolved customer grievances, coordinating with designated departments to enhance customer satisfaction.
- Assessed modifications to confirm alignment with customer needs and successful problem resolution.
- Facilitated customer communication regarding inquiry responses and notifications of claim investigation results.
- Informed customers about various events and activities, ensuring clarity and accessibility of information.
- Facilitated meetings with supervisors to gather insights on changes influencing operational efficiency.
- Attended workshops and seminars to stay current with industry advancements and best practices.
- Engaged with staff to plan and organize detailed schedules of activities and event menus.
- Identified and sourced critical supplies and services for operational efficiency.
Service Supervisor
Starbucks
Philadelphia, PA
04.2010 - 10.2015
- Conducted regular inspections to uphold health and fire regulations in food service and maintenance activities.
- Conducted meticulous cash counting and deposit processes to uphold accuracy in financial transactions.
- Analyzed and resolved customer complaints concerning food quality and service, ensuring optimal accommodations and guest experiences.
- Facilitated coordination of culinary team assignments to maximize food utilization and maintain punctual meal service.
- Achieved high standards in food and beverage deliveries through meticulous quality and quantity assessments. Confirmed product specifications upon arrival to maintain compliance. Enhanced inventory accuracy by implementing systematic checks.
- Oversaw comprehensive tracking and documentation of food and equipment inventory to maintain accuracy and accountability.
- Managed staff scheduling and allocated responsibilities to improve team productivity.
- Formulated and integrated performance criteria to drive personnel development and elevate customer service standards.
- Achieved high standards of food service through effective preparation and presentation of meals and beverages. Maintained a pristine dining area by promptly clearing tables. Contributed to exceptional customer satisfaction by supporting team efforts in service delivery.
- Maintained accurate and organized records for government agencies, facilitating effective oversight of sanitation and food subsidy programs.
- Investigated work processes and operational issues to elevate service quality and reinforce safety protocols.
- Managed training program organization and execution, focusing on skill enhancement and team effectiveness.
- Oversaw procurement processes for equipment and supplies, ensuring optimal availability for operational needs.
- Evaluated personnel needs and facilitated recruitment efforts through engagement in job fairs to enhance talent acquisition.
- Oversaw comprehensive scheduling of maintenance activities while facilitating timely service delivery for waste management and pest control.
- Evaluated item sales trends, categorizing quantity and cost to pinpoint products requiring strategic improvement.
- Monitored food and beverage usage to inform purchasing decisions and ensure optimal inventory levels.
Education
Pre med
PHILADELPHIA UNIVERSITY
Philadelphia, PASkills
IOS
Microsoft Dynamics
Microsoft Office
Microsoft Outlook
Microsoft Publisher
Excel
Google Workspace
PowerPoint
RingCentral
OneTwine
Badgr
Five9
BI
Pello
Smart sensor
Web and Social Media Skills
Writing Skills
Referrals
Available upon request.
Timeline
Operations Team Leader
Recycle Track Systems
04.2024 - 01.2026
Senior Procurement Specialist
Recycle Track Systems
01.2023 - 04.2024
Quality Assurance Specialist
Recycle Track Systems
10.2022 - 01.2023
Senior Customer Care /Retention Representative
Recycle Tracks Systems Inc
01.2021 - 02.2022
Customer Service Analyst
Recycle Tracks Systems Inc
10.2019 - 01.2021
Customer Care Supervisor
Recycling Rewards Inc.
06.2015 - 10.2019
Service Supervisor
Starbucks
04.2010 - 10.2015
Pre med
PHILADELPHIA UNIVERSITY