Dynnah Delamora
Garden Grove,CA
Summary
Results-oriented Customer Support Manager with many years of experience meeting deadlines while increasing company revenue and productivity. Leverages troubleshooting, relationship development, negotiations, and process improvement to deliver departmental results. Thrives in high-pressure environments and excels in corrective action and strategic planning to implement and communicate departmental objectives and service levels.
Overview
9
9
years of professional experience
Work History
Customer Support Manager
Soylent
Los Angeles, CA
01.2023 - Current
- Oversee the end-to-end order process, including order processing, delivery, and cash cycle management for retail and eCommerce clients
- Manage and streamline customer claims, shortages, chargebacks, and returns
- Monitor and reconcile inventory, including lot codes and expiry dates
- Audit third-party logistics (3PL) storage and handling practices
- Manage ERP master data including item set up, customer set up, ship from/to locations
- Ensure compliance with EDI transactions for both existing and new customers, including EDI setup, item configuration, mapping, and general testing
- Monitor customer fulfillment, warehouse, and transportation partner performance to identify service issues and communicate with stakeholders as appropriate
- Analyze warehouse error rates to identify trends and opportunities for operational improvements
- Provide cross-functional support to Sales and Marketing teams to meet customer needs
- Manage inventory and logistics master data in customer portals including 1WorldSync and Amazon.
- Identified potential areas for process optimization within the department's operations.
- Trained new customer support staff members on proper use of software, systems, and customer service protocols.
- Conducted regular meetings with partners to discuss progress and areas for improvement.
- Coordinated with other departments to ensure timely resolution of complex customer inquiries.
Supply Chain Lead
Soylent
Los Angeles, CA
04.2022 - 01.2023
- Developed performance metrics for evaluating supplier performance on a regular basis.
- Established strong relationships with key suppliers and vendors in order to secure favorable terms and conditions for future purchases.
- Maintained accurate records of all shipments into and out of warehouses.
- Performed root cause analysis on any issues that arise throughout the supply chain process and developed plans of action accordingly.
- Created reports summarizing operational performance trends; presented findings and recommendations to senior management team for review and approval.
- Implemented innovative approaches towards improving customer service levels through better coordination between internal teams and external partners.
- Provided direction and guidance to team members in the areas of customer service, logistics, inventory control, warehousing, purchasing and transportation.
- Responded quickly and efficiently to customer complaints or queries regarding product availability and delivery timescales.
Logistics Coordinator
Soylent
Los Angeles, CA
08.2021 - 04.2022
- Resolved any issues or discrepancies related to product delivery or receipt in a timely manner.
- Conducted regular reviews of supplier performance metrics such as on-time delivery rate, fill rate.
- Coordinated daily transportation activities including scheduling, routing, tracking and documentation.
- Responded quickly to customer inquiries about order status or changes in schedules.
- Ensured accurate completion of customs documents for international shipments as required by law.
- Collaborated with internal teams to coordinate shipments between multiple locations.
- Developed and maintained relationships with vendors, carriers and customers to ensure efficient shipping of goods.
- Organized and monitored the shipment of products in accordance with customer requirements.
- Conducted regular inventory audits to ensure accuracy and integrity of stock levels.
- Analyzed logistics performance data to identify trends and areas for improvement.
- Liaised with suppliers and customers to resolve any shipping or receiving issues promptly.
B2B Customer Support Representative
Orgain
Irvine, CA
02.2019 - 08.2021
- Primary account representative for major retailers and distributors, including Amazon, UNFI, KeHE, and Walgreens
- Cultivated and maintained strong business relationships while resolving any account-related issues
- Processed purchase orders and troubleshoot events in ERP and EDI systems
- Provided technical support and website testing
- Generated reports and communicated analytics to dispute chargebacks
- Developed and presented product selling points to potential & existing retail clients
- Provide cross-functional support with QA, Production, Warehouse and Procurement departments to fulfill customer requirements
- Assisted in website launch and testing of internal systems during transition.
- Responded promptly to complaints or requests from customers.
- Ensured compliance with company policies and procedures related to customer service operations.
Customer Support Rep, Team Lead
InterConnexia
Costa Mesa, CA
04.2015 - 02.2018
- Hired and Trained new employees and communicated expectations to meet job requirements
- Wrote and maintained employee procedures and policies
- Lead team to ensure adherence to SLA and all customer inquiries are met
- Generate reports and metrics to communicate to stakeholders
- Assist customers via email, telephone and live chat with finding solutions to questions or concerns, placing orders through website and stores, returns and exchanges
- Performed case management through Salesforce, Magento and Zendesk platforms
- Meeting SLA requirements and ensuring customer satisfaction.
- Coordinated team resources to achieve project goals.
- Identified opportunities for process improvements, implementing changes when required.
- Monitored team performance against targets, taking corrective action where necessary.
- Ensured compliance with company policies and procedures throughout the team.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Delegated tasks appropriately according to individual skill sets.
- Trained new staff in relevant processes and procedures.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
Education
Associate of Arts - Business Administration And Management
Santa Monica College
Santa Monica, CASkills
- English & Spanish Bilingual
- TrueCommerce
- SPSCommerce
- NetSuite
- Zendesk
- Just Foods
- QuickBooks
- Salesforce
- Magento
- Microsoft Office 365
- Google Workspace
- Client Relationship Building
- Account Management
- Training and mentoring
- SLA management
- Adaptability and Flexibility
- Excellent Communication
- Time Management
- Attention to Detail
- Operational Reporting
- Data Entry
- Analytical Thinking
Locations
Orange County, California
Personal Information
Title: Supply Chain Operations Manager
Timeline
Customer Support Manager
Soylent
01.2023 - Current
Supply Chain Lead
Soylent
04.2022 - 01.2023
Logistics Coordinator
Soylent
08.2021 - 04.2022
B2B Customer Support Representative
Orgain
02.2019 - 08.2021
Customer Support Rep, Team Lead
InterConnexia
04.2015 - 02.2018
Associate of Arts - Business Administration And Management
Santa Monica College