INGRID FERMIN
Summary
Detail-oriented and reliable professional with a proven track record of managing multiple priorities while maintaining a positive attitude. Committed to supporting team objectives and driving success through additional responsibilities. Strong organizational skills and a proactive approach ensure efficient and effective task completion. Eager to contribute to a dynamic team environment and achieve shared goals.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
BradyPLUS
Hybrid
12.2024 - Current
- Facilitated customer satisfaction through timely responses to inquiries and effective issue resolution.
- Facilitated efficient handling of incoming calls and emails to enhance customer satisfaction and operational efficiency.
- Utilized in-depth understanding of products to effectively resolve customer queries and provide reliable information.
- Supported customers in effectively utilizing company website by troubleshooting technical challenges and guiding online order processes.
- Managed bilingual customer inquiries across various channels, ensuring effective communication and resolution.
- Trained new team members on customer service protocols and bilingual support techniques.
- Engaged with cross-functional teams to identify and escalate unresolved issues, ensuring prompt resolutions for customer inquiries.
- Maintained meticulous records of all customer interactions in CRM system to support data analysis and improve service delivery.
- Investigated recurring customer issues to uncover potential areas for operational efficiency.
- Streamlined order fulfillment by ensuring accurate shipment tracking and effective coordination of returns and exchanges.
- Facilitated customer engagement through proactive follow-ups after resolving issues, reinforcing commitment to service excellence.
Scheduler
CCD
Remote
04.2024 - 10.2024
- Received inbound calls of patient to get their Radiology appointment set up.
- Assist with questions about locations and Medical Insurance.
- Coordinated appointment schedules for multiple departments, optimizing resource allocation.
- Utilized scheduling software to streamline booking processes and minimize conflicts.
- Communicated effectively with clients to confirm appointments and address inquiries.
- Managed calendar updates, ensuring timely notifications for upcoming appointments.
- Developed protocols for appointment reminders, enhancing client satisfaction levels.
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
Shipping & Receiving Coordinator
Ge Gas Power
Parsippany, NJ
07.2022 - 02.2024
- Oversaw daily receiving operations to ensure accurate inventory management
- Trained and mentored staff on best practices for efficient receiving processes
- Implemented process improvements that enhanced workflow efficiency and accuracy
- Coordinated with vendors to resolve discrepancies in shipments and deliveries
- Monitored compliance with safety protocols during receiving procedures
- Utilized warehouse management systems to track inventory levels and streamline operations
- Managed scheduling of receiving tasks to optimize team performance and reduce downtime
- Resolved discrepancies in shipment deliveries, maintaining accurate records and preventing errors.
Receiving Lead
Pims
Lincoln Park, NJ
10.2021 - 07.2022
- Ensure all incoming orders are received in a timely manner and enter in the Warehouse Management System
- Receive shipments and sign paperwork upon receipt.
- Inspect packages to ensure they are in acceptable quality condition.
- Verify packages according to purchase order to ensure part numbers and quantity match.
- Assume responsibility for returning unsatisfactory shipments.
- Update the inventory management system by posting the receipt material into the computer program and forward proper documentation to Accounts Payable.
- Keep accurate records to support staff function such as Accounting and Inventory Control.
Shipping, Receiving and Logistic Lead
Anthem USB
Carlstadt, NJ
01.2017 - 09.2021
- Coordinated inbound and outbound shipments, ensuring timely delivery and accuracy of inventory records.
- Developed and implemented efficient shipping procedures to streamline operations and reduce delays.
- Trained staff on best practices for receiving goods, enhancing overall team performance and compliance.
- Monitored inventory levels, conducting regular audits to maintain accuracy and prevent stock discrepancies.
- Utilized warehouse management systems to track shipments, optimizing workflow and improving data integrity.
- Led cross-functional meetings to address logistical challenges and improve shipping processes company-wide.
- Established relationships with carriers to negotiate transportation costs, enhancing service quality and reliability.
- Analyzed shipping data to identify trends and recommend improvements for operational efficiency.
- Monitored supply levels for packaging materials and coordinated replenishment orders as needed, avoiding delays in the shipping process.
- Prepared orders for shipment, posting weights and shipping charges onto packaging, marking materials with identifying information and updating logs of shipments outgoing and incoming.
Education
High school diploma -
Fashion Industries High School
New York, NY06-1996
Skills
- Fluent bilingualism
- Customer service
- Problem-solving
- Customer support
- Data entry
- Call center experience
Timeline
Customer Service Representative
BradyPLUS
12.2024 - Current
Scheduler
CCD
04.2024 - 10.2024
Shipping & Receiving Coordinator
Ge Gas Power
07.2022 - 02.2024
Receiving Lead
Pims
10.2021 - 07.2022
Shipping, Receiving and Logistic Lead
Anthem USB
01.2017 - 09.2021
High school diploma -
Fashion Industries High School