Diana Fausto
TURNERSVILLE
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Operations Administrator
ServiceMaster Commercial Cleaning by Alliance
02.2019 - Current
- Motivated and trained employees to maximize team productivity.
- Evaluated current operational practices and suggested improvement strategies.
- Represented company to vendors and customers.
- Supported ServiceMaster by Alliance team by handling all administrative tasks.
- Provided answers to customer questions via phone and email, typically within 2 hours.
- Assisted with documenting key processes and procedures.
- Coordinated meetings for department both in office and remotely via Zoom, GoogleTeams and Polycom system.
- Identified customer needs and met customer needs with high success rate.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Customer Service Representative, Purchasing Agent
ServiceMaster Commercial Cleaning by Alliance
02.2019 - 03.2023
- Responded to customer requests for products, services, and company information.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Cross-trained and backed up other customer service managers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained staff on operating procedures and company services.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Sought ways to improve processes and services provided.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Implemented and developed customer service training processes.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Identified and resolved discrepancies and errors in customer accounts.
- Created and maintained detailed database to develop promotional sales.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.
- Maintained complete documentation and records of all purchasing activities.
- Created purchase orders to monitor stock levels, verify purchase requisitions, and expedite customer orders.
- Computed and created purchase orders to monitor stock levels, verify purchase requisitions and expedite customer orders.
- Analyzed and reported on inventory levels to determine purchasing requirements.
- Searched for hard-to-find items and found high-quality, reliable vendors.
- Maintained documentation for all purchases.
- Accepted and processed supply requests from staff, and placed orders per procedures.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Identified issues, analyzed information and provided solutions to problems.
- Cultivated interpersonal skills by building positive relationships with others.
Education
Master of Arts - Library And Information Science
Rowan University
Glassboro, NJ08-2001
Skills
- Staff support
- Logistics management
- Telephone etiquette
- Customer engagement
- Order inspection
- Scheduling coordination
- Customer support
- Meeting coordination
- Record preparation
- Document management
- Inventory oversight
- Verbal and written communication
- Customer relations
- Warehouse operations
- Inventory coordination
Certification
Elementary Education Teacher
Associate Library Media Specialist
Library Media Specialist
Timeline
Operations Administrator
ServiceMaster Commercial Cleaning by Alliance
02.2019 - Current
Customer Service Representative, Purchasing Agent
ServiceMaster Commercial Cleaning by Alliance
02.2019 - 03.2023
Master of Arts - Library And Information Science
Rowan University
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