Colleen Bertoch

Work History

Operations Supervisor

UPS United Parcel Service Company

06.2022 - Current

Inspect or test materials, stock, vehicles, equipment, or facilities to ensure that they are safe, free of defects, and consistent with specifications
Recommend and implement measures to improve worker motivation, equipment performance, work methods, or customer services
Review orders, production schedules, blueprints, or shipping or receiving notices to determine work sequences and material shipping dates, types, volumes, or destinations
Direct workers in transportation or related services, such as pumping, moving, storing, or loading or unloading of materials or people
Plan work assignments and equipment allocations to meet transportation, operations or production goals
Resolve worker problems or collaborate with employees to assist in problem resolution
Prepare, compile, and submit reports on work activities, operations, production, or work-related accidents
Recommend or implement personnel actions, such as employee selection, evaluation, rewards, or disciplinary actions
Monitor field work to ensure proper performance and use of materials
Explain and demonstrate work tasks to new workers or assign training tasks to experienced workers
Enforce safety rules and regulations
Maintain or verify records of time, materials, expenditures, or crew activities
Pre-sort meeting everyday

Package Handler

Amazon Fulfillment

10.2020 - 06.2022

Sort cargo before loading and unloading
Attach identifying tags to containers or mark them with identifying information
Pack containers and re-pack damaged containers
Guide loads being lifted to prevent swinging
Move freight, stock, or other materials to and from storage or production areas, loading docks, delivery vehicles, ships, or containers, by hand or using trucks, tractors, or other equipment
Carry needed tools or supplies from storage or trucks and return them after use
Stack cargo in locations such as transit sheds or in holds of ships as directed, using pallets or cargo boards
Record numbers of units handled or moved, using daily production sheets or work tickets
Maintain equipment storage areas to ensure that inventory is protected
Adjust controls to guide, position, or move equipment, such as cranes, booms, or cameras
Wash out cargo containers or storage areas
Read work orders or receive oral instructions to determine work assignments or material or equipment needs

Amazon Delivery Driver

Direct Delivery Services

11.2018 - 10.2020

Delivered packages to customers
Treated all packages with care
Delivered packages to customer doorsteps and business offices.
Completed on-time deliveries by choosing best and most efficient routes.
Improved customer satisfaction by ensuring timely and accurate deliveries of products.
Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
Operated vehicle safely in highly congested areas with no traffic violations.
Maintained upbeat, positive attitude in busy, customer-focused environment.
Loaded truck and properly secured items to prevent damage for deliveries.
Worked scheduled hours as required and took on available shifts during holidays and busy periods.
Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
Verified accuracy of all deliveries against order forms.
Upheld high standards of professionalism while representing the company during interactions with customers, vendors, and other stakeholders.
Maintained strong relationships with clients through proactive communication and personalized service.
Expedited deliveries to meet customer deadlines and requirements.
Communicated with dispatchers to stay informed of changes to routes and delivery schedules.
Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
Ensured the safety of all goods transported by securing loads properly and following best practices for handling fragile items.
Inspected and maintained delivery vehicles regularly to keep in safe working order.
Increased repeat business through excellent customer service and prompt resolution of any issues or concerns.
Developed strong working knowledge of local traffic laws and regulations to facilitate smooth navigation on-the-job safely.
Kept detailed mileage and fuel reports to track overall fuel costs.
Supported warehouse operations when needed, contributing to a well-rounded understanding of company logistics processes.
Increased route efficiency, enabling more deliveries per shift by meticulously planning and following optimized paths.
Fostered strong relationships with customers, leading to increased loyalty and repeat business.
Increased customer satisfaction, ensuring all deliveries met specified time frames and conditions.
Ensured timely and accurate delivery of packages to customer locations, enhancing overall satisfaction with service.
Supported positive customer experience by resolving delivery issues promptly and effectively.
Enhanced customer trust by providing courteous and professional service during deliveries.
Maintained clean and safe vehicle, contributing to positive image of company.
Reduced delivery times by optimizing route planning, demonstrating efficiency in daily operations.
Demonstrated flexibility by covering additional routes as needed, supporting team workload balance.
Facilitated smooth delivery process, ensuring all packages were securely and neatly organized within vehicle.
Assisted with loading and unloading of goods to prevent delays and ensure timely deliveries.
Enhanced team knowledge by sharing best practices for navigation and time management.
Minimized company liability and risks to loads by obeying traffic laws.
Inspected load security and checked for damages.
Complied with truck driving rules as well as company policies and procedures regarding safe vehicle operations.
Protected people and equipment from hazardous materials by using correct procedures.
Operated light trucks to deliver loads as far as Number miles from home location.
Used two-way radios to stay in contact with dispatch and receive last-minute instruction changes.

Package Handler

Walmart Distribution Center

08.2016 - 08.2018

Sort cargo before loading and unloading
Attach identifying tags to containers or mark them with identifying information
Pack containers and re-pack damaged containers
Guide loads being lifted to prevent swinging
Move freight, stock, or other materials to and from storage or production areas, loading docks, delivery vehicles, ships, or containers, by hand or using trucks, tractors, or other equipment
Carry needed tools or supplies from storage or trucks and return them after use
Bundle and band material such as fodder or tobacco leaves, using banding machines
Stack cargo in locations such as transit sheds or in holds of ships as directed, using pallets or cargo boards
Record numbers of units handled or moved, using daily production sheets or work tickets
Maintain equipment storage areas to ensure that inventory is protected
Read work orders or receive oral instructions to determine work assignments or material or equipment needs

Sales Associate

Extra Space Storage

04.2012 - 02.2013

Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
Built relationships with customers to encourage repeat business.
Managed returns, exchanges and refunds in accordance with store policy.
Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Answered customer questions about sizing, accessories, and merchandise care.
Provided positive first impressions to welcome existing, new, and potential customers.
Engaged with customers to build rapport and loyalty.
Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
Educated clients on current promotional offerings and products using persuasive selling tactics.
Assessed customer needs and utilized suggestive selling techniques to drive sales.
Engaged with customers to effectively build rapport and lasting relationships.
Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
Streamlined checkout process, significantly reducing wait times and improving customer satisfaction.
Collaborated with management team to develop sales strategies and goals, aligning with company objectives.
Fostered collaborative work environment, sharing best practices and sales strategies with new hires.
Engaged in friendly conversation with customer to better uncover individual needs.
Listened to customer needs and desires to identify and recommend optimal products.
Provided exceptional services and pleasant shopping experiences to retail customers.
Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Maintained up-to-date knowledge of store sales, payment policies and security standards.
Used in-store system to locate inventory and place special orders for customers.
Developed strong rapport with customers and created positive impression of business.

Telephone Sales Representative

Ocurrance

07.2010 - 05.2012

Led customers through smooth sales processes.
Participated in ongoing professional development opportunities related to industry advancements or relevant skill-building workshops.
Cultivated inbound sales inquiries to successfully convert leads to sales appointments.
Escalated dissatisfied customers to management to maintain focus on achieving sales targets.
Guided customers through plan selection by explaining benefits, costs and restrictions of each option.
Achieved one-call sales with Number% of contacts.
Overcame initial customers' call objections with strong scripts and used persuasive techniques to redirect skeptical callers toward purchases.
Streamlined call processes for increased efficiency, reducing average call handling times without compromising quality.
Increased sales revenue by consistently meeting and exceeding daily, weekly, and monthly targets.
Developed rapport with customers through active listening and personalized product recommendations.
Delivered exceptional service with a professional demeanor, building long-lasting relationships with clients.
Set up and updated customer accounts and researched questions using multiple computer systems.
Utilized CRM software effectively to track progress against goals, monitor customer engagement levels, and manage lead pipelines.
Generated leads for potential new business opportunities through targeted outbound calls and referrals.
Overcame objections from prospective clients through clear explanations of product benefits tailored to their unique circumstances.
Adapted communications style based on individual customer needs for an optimal experience catered specifically to them.
Maintained detailed records of customer interactions to ensure accurate order processing and follow-up communication.
Demonstrated strong negotiation skills to secure favorable terms for both customers and the company during transactions.
Asked probing and pertinent questions to understand customers' needs and match individuals to product offerings.
Promoted up-selling strategies during calls to maximize transaction value while ensuring customer satisfaction.
Contributed to the company''s growth by achieving top sales rankings within the team consistently.
Maintained strong call control to keep customers focused on sales offerings.
Boosted customer satisfaction by addressing inquiries and resolving issues promptly.
Completed daily and weekly sales reporting using assigned tools.
Built relationships with customers using strong persuasion and active listening skills.
Answered questions about company offerings with knowledgeable responses about products and services.
Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
Informed current and prospective customers of promotions and new or upgraded products.
Asked pertinent questions to understand customer requirements.
Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
Recorded contact information of customers and potential customers in internal database.
Recorded and updated customer information in online systems.
Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
Overcame objections using friendly, persuasive strategies.
Educated customers on product and service benefits, explaining features and answering questions.
Utilized sales techniques to build customer interest and close sales.
Explained product prices and packages as well as answered questions and addressed concerns of customers.
Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
Developed extensive knowledge of products and services to better assist customers.
Asked relevant questions to assist customers with selecting needed or requested products and services.
Documented customer interactions and transactions, maintaining accurate records of all dealings.
Pitched products and services to potential customers, securing new deals and sales opportunities.
Provided information about available products and services, membership details, and purchase advantages.
Observed and learned changing customer requirements and adapted sales strategies as needed.
Implemented upselling techniques to increase revenue and move product.
Opened new accounts and documented personal, demographic, and payment information in system.
Attained $Amount in sales targets on monthly basis.

Service Delivery Manager

Albertsons Grocery Store

12.2001 - 02.2009

Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
Improved service quality, addressing client concerns promptly and professionally.
Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
Streamlined operations for improved customer satisfaction and retention rates.
Reduced turnaround time with effective resource allocation and task prioritization.
Enhanced service delivery by developing and implementing efficient processes.
Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
Maintained proper staffing levels to guarantee timely and accurate deliveries.
Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
Coordinated new hire recruitment, training and development.
Worked with vendors to schedule daily pickups and weekly deliveries.
Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
Attended staff and client meetings and served as liaison to manage operations for account.
Ensured regulatory compliance throughout all aspects of operations, minimizing potential risks.
Interfaced effectively with key accounts, answering questions and delivering exceptional service.
Maintained up-to-date knowledge of industry trends, incorporating best practices into internal procedures for ongoing success.
Contributed to internal and external account reviews.
Implemented and supported Product or Service at client site.
Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
Developed and maintained knowledgeable and productive team of employees.
Led improvement initiatives to advance operational efficiencies and increase revenue.
Reduced worker accidents by implementing improved safety standards and monitoring procedures.
Tracked production and quality control systems to proactively identify deficiencies.
Reviewed established business practices and improved processes to reduce expenses.
Promoted brand at industry events and through ongoing networking efforts.
Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
Collaborated with manufacturing and supply chain management.

Summary

Overview

Work History

Operations Supervisor

Package Handler

Amazon Delivery Driver

Package Handler

Sales Associate

Telephone Sales Representative

Service Delivery Manager

Education

Associate Degree - Business Administration and Management

Skills

Accomplishments

Timeline

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