Donna Baptiste-Pullen
New Egypt,NJ
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in Retail and The Flavor/Fragrance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
27
27
years of professional experience
Work History
Customer Service Associate
Wawa
New Egypt, NJ
08.2018 - Current
- Helped large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Resolved concerns with products or services to help with retention and drive sales.
- Developed community reputation through a commitment to customer satisfaction and strong client relationships.
- Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.
Technical Services Manager
Firmenich Incorporated
Plainsboro, NJ
10.1988 - 05.2008
- Monitored work procedures, and work schedules, and expedited workflow.
- Initiated the creation of flavors with Flavorists and Technologists guiding or suggesting what profiles the Client was looking for.
- Developed technical services strategies based upon clients' goals and implemented processes to achieve objectives.
- Made technical suggestions regarding modifications to documentation, product performance, and failure analysis.
- Prepared, checked and coordinated documentation to support component design and application.
- Provided technical leadership for the company to effectively steer strategic plans and future projects.
- Evaluated existing procedures and made proactive adjustments to meet changing demands.
- Established project goals to carry out directives of top management.
- I Coordinated a team of twenty compounders and technicians for all projects in commercial development.
- Performed duties in accordance with applicable standards, policies, and regulatory guidelines to promote asafe working environment.
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
- Closely collaborated with project members to identify and quickly address problems.
- Tracked project performance to analyze successful completion of short- and long-term goals.
- Identified project scopes, constraints, risks and deadlines.
- Supported project managers in managing schedules and milestones.
- Prepared and filed documents and collected data to track performance and efficiency.
- Worked with senior project managers to assist with day-to-day functions.
- Coordinated internal resources and third-party vendors for flawless execution of projects.
- Handled customer relations issues, enabling quick resolution and client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Implemented new quality assurance and customer service standards.
- Recorded, analyzed, and distributed statistical information.
- Collected production samples regularly and performed detailed quality inspections.
- Specified quality requirements of raw materials with suppliers.
- Cooperated with engineering, manufacturing, and corporate accounting to verify adherence to quality standards.
- Reported production malfunctions to managers and production supervisors.
- Inspected products and worker progress throughout production.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Determined quality department standards, practices, and procedures.
- Resolved issues quickly to maintain productivity goals.
- Managed continuous improvement initiatives to drive gains in quality, flow, and output.
Assistant Manager
Dollar General
Holiday, Florida
10.1986 - 05.1988
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Monitored security and handled incidents calmly.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
Assistant Site Coordinator
The Kaplan Organization
East Windsor, NJ
09.1984 - 08.1986
- Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
- Closely collaborated with project members to identify and quickly address problems.
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Reported on status for each project to appropriate stakeholders.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
Education
Associate of Arts - Business Administration And Management
Mercer County Community College
Trenton, NJNo Degree - Business Administration
University of Southernmost Florida
Jacksonville, FLHigh School Diploma -
Hightstown High School
Hightstown, NJ05.1984
Skills
- Responding to Difficult Customers
- Data Entry and Maintenance
- Gift Wrapping Boxes
- Call Documentation
- Exceptional Communicator
- Building Customer Trust and Loyalty
- Understanding Customer Needs
- Customer Support
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
Languages
Spanish
Limited Working
Timeline
Customer Service Associate
Wawa
08.2018 - Current
Technical Services Manager
Firmenich Incorporated
10.1988 - 05.2008
Assistant Manager
Dollar General
10.1986 - 05.1988
Assistant Site Coordinator
The Kaplan Organization
09.1984 - 08.1986
Associate of Arts - Business Administration And Management
Mercer County Community College
No Degree - Business Administration
University of Southernmost Florida
High School Diploma -
Hightstown High School
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