Felicia Green
Douglasville,GA
Summary
Experienced leader with over 10 years in packaging distribution and customer service management. Skilled in team leadership and implementing software systems like SAP S4/HANA and Dynamics 365 Business Central. Recognized for strategic acumen and elevating business processes in roles as a Chief Operating Officer and a Regional Customer Service Manager. My successful track record at Landsberg Orora and Tripak Industries demonstrates my ability to innovate and drive operational excellence.
Overview
9
9
years of professional experience
Work History
Chief Operating Officer
Tripak Industries, Inc.
02.2021 - Current
- Oversees day-to-day operations as Chief Operating Officer at Tripak Industries, focusing on customer service, purchasing, warehousing, and logistics
- Collaborated closely with the sales team to support sales growth by strategically coordinating operational functions and sales objectives
- Lead the planning and implementation of quality management systems, resulting in the attainment of ISO 9001:2015 certification
- Played a pivotal role in meeting the rigorous requirements of ISO certification, reflecting a commitment to excellence and quality across the organization.
- Streamlined operations by implementing efficient processes and systems, leading to increased productivity and cost savings.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
Customer Relations Manager
Tripak Industries, Inc.
11.2020 - 02.2021
- Cultivated and strengthened relationships with new and existing customers as Customer Relations Manager at Tripak Industries
- Actively supported the sales team in exceeding their goals by aligning customer relation strategies with company sales objectives
- Recognized Dynamics 365 Business Central as the prime choice to supplant QuickBooks, spearheading its implementation at Tripak Industries
- This initiative significantly elevated operational efficiency and propelled our business processes forward.
- Managed customer relations on ongoing basis to maximize customer retention.
- Implemented effective communication strategies for better understanding of customer needs and expectations.
Regional Customer Service Manager
Landsberg Orora
10.2018 - 11.2020
- Provided strong leadership as Regional Customer Service Manager, overseeing 13 divisions across the Eastern United States
- Led a team of customer service representatives supporting both local and external sales representatives
- Implemented a novel approach by segregating customer service tasks into Customer Relations Project Manager (CRPM) and Order Entry Customer Service roles, optimizing workflow efficiency and resource allocation
- Served as the designated regional SAP process trainer for customer service, ensuring team proficiency with SAP systems
- Contributed to the success of the Eastern United States region by enhancing operational efficiency and nurturing specialized roles in customer service
- Played a crucial role in integrating SAP across customer service divisions in the Western United States, providing comprehensive training and troubleshooting expertise to support other locations.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Streamlined internal communication channels between departments, enabling faster resolution of customer issues.
- Established strong relationships with key accounts by providing exceptional personalized service, resulting in increased loyalty and revenue.
Customer Service Representative
Landsberg Orora
02.2015 - 10.2018
- Managed top-tier customers, ensuring their needs were met promptly by providing exceptional service
- Efficiently processed customer purchase orders through meticulous order entry, minimizing errors and delays
- Acted as a vital link between customers and internal teams, fostering clear communication and alignment of objectives
- Demonstrated commitment to on-time delivery by coordinating closely with logistics and warehouse teams
- Adapted quickly to changing priorities and customer demands, ensuring responsiveness and flexibility
- Provided valuable insights and feedback to improve customer satisfaction and operational efficiency.
- Cross-trained and backed up other customer service managers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Skills
- Team Leadership
- Customer Relationship Management
- Problem-solving
- Process Improvement
- Data Analysis
- Operations Management
- Decision-making
- Technical Proficiency
- MS Office expert
- Customer Service
References
Available Upon Request
Timeline
Chief Operating Officer
Tripak Industries, Inc.
02.2021 - Current
Customer Relations Manager
Tripak Industries, Inc.
11.2020 - 02.2021
Regional Customer Service Manager
Landsberg Orora
10.2018 - 11.2020
Customer Service Representative
Landsberg Orora
02.2015 - 10.2018
Similar Profiles
THOMAS ADUTHOMAS ADU
Forklift Operator at Reston TripakForklift Operator at Reston Tripak
Shawn WharryShawn Wharry
Journeyman Sheet Metal Worker at Prairie Metal Industries, Nordic Mechanichal, ASM Industries.Journeyman Sheet Metal Worker at Prairie Metal Industries, Nordic Mechanichal, ASM Industries.
AADIL HUSSAINAADIL HUSSAIN
Sr QA/QMS Engineer at APS Industries Ltd.Customers-FIEM IndustriesSr QA/QMS Engineer at APS Industries Ltd.Customers-FIEM Industries
Tyleshia WarrenTyleshia Warren
Advanced Medical Support Assistant at Atlanta VA Medical CenterAdvanced Medical Support Assistant at Atlanta VA Medical Center
Carmel PetersonCarmel Peterson
Fraud Investigator at MBO PartnersFraud Investigator at MBO Partners