Donna Rojas
Fort Myers,FL
Summary
Customer Service professional with 5 years of experience in the logistics industry. Honest and ethical with exceptional conflict resolution talents. Dedicated to handling all types of inquiries efficiently and effectively. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Overview
6
6
years of professional experience
Work History
Problem Solve-Learning Ambassador
Amazon.com
02.2019 - 04.2024
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Leveraged strong organizational skills to prioritize urgent tasks, ensuring timely completion without compromising quality or safety standards in the outbound process.
- Mentored new team members on best practices for managing outbound shipments, fostering a culture of continuous learning and development.
- Achieved consistent on-time delivery performance through proactive identification and resolution of potential roadblocks in the outbound process.
- Implemented standard operating procedures for handling complex or high-value shipments, ensuring proper care throughout the entire outbound journey.
- Assisted management in creating performance metrics for evaluating the effectiveness of the company''s outbound activities.
- Improved customer satisfaction by promptly addressing and resolving outbound shipment issues.
- Maintained a safe work environment by enforcing compliance with safety protocols during all outbound tasks.
- Collaborated with cross-functional teams to optimize supply chain efficiency, ensuring smooth outbound flow of products.
- Defined problem to identify, prioritize and select alternatives.
- Utilized problem-solving skills to reduce or eliminate company expenses.
- Delivered prompt service to prioritize customer needs.
Process Assistant
Amazon.com
10.2021 - 03.2022
- Assisted supervisors in workforce planning and resource allocation to ensure optimal staffing levels during peak periods.
- Ensured compliance with safety regulations by conducting thorough audits and addressing potential hazards promptly.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Conducted root cause analysis for recurring issues, leading to targeted corrective actions that effectively resolved problems.
- Assisted in the development of key performance metrics to track progress against departmental goals, enabling data-driven decision making.
- Reduced downtime for equipment maintenance through proactive scheduling and coordination with technicians.
- Facilitated knowledge sharing among team members, fostering a culture of collaboration and innovation.
- Conducted training and change management processes to improve operations.
- Participated actively in company-sponsored kaizen events, driving continuous improvement efforts and facilitating team building activities.
- Analyzed process flows and identified areas of improvement to increase productivity and reduce costs.
Delivery Station Liaison
Amazon.com
02.2021 - 06.2021
- Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
- Managed approximately 30 incoming calls and emails per day from customers.
- Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
- Acted as the liaison between upper management and staff members, promoting positive working relationships built on trust.
- Solved conflicts and addressed issues that occurred between other entities and business.
- Successfully communicated with entities inside and outside of business.
- Liaised between internal departments and external partners to promote efficient communication and collaboration.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Representative Supervisor
ISS Action Security
01.2018 - 04.2018
- Enhanced customer satisfaction by efficiently addressing and resolving concerns.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Onboarded and trained customer representatives to meet performance and service goals.
- Monitored performance metrics to identify areas of improvement and implement necessary changes.
- Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices.
- Developed and maintained strong relationships with key clients, ensuring their ongoing loyalty and satisfaction.
- Championed a culture focused on delivering exceptional customer experiences, resulting in higher levels of client satisfaction and retention.
- Recognized as a top performer due to consistently exceeding performance targets related to customer satisfaction scores and call handling efficiency metrics.
- Coordinated scheduling to ensure adequate staffing during peak hours, minimizing wait times for customers.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Education
Associate of Science - Business Management
University of Phoenix
Fort Myers, FL02.2016
Skills
Assertiveness
- Mediation skills
- Influencing skills
- Verbal and written communication
- Team Collaboration
- Interpersonal abilities
- Issue Resolution
- Logistics Coordination
- Management Support
- Attendance Tracking
- Scheduling Coordination
- Multitasking and Time Management
- Critical Thinking
- Customer relations and communications
Timeline
Process Assistant
Amazon.com
10.2021 - 03.2022
Delivery Station Liaison
Amazon.com
02.2021 - 06.2021
Problem Solve-Learning Ambassador
Amazon.com
02.2019 - 04.2024
Customer Service Representative Supervisor
ISS Action Security
01.2018 - 04.2018
Associate of Science - Business Management
University of Phoenix