Summary
Overview
Work History
Education
Skills
Timeline
Generic

Iveth Nunez

Simi Valley,CA

Summary

Strategic-minded Business Operations Manager proudly offering over 15 years' experience in assisting the vision of the organization by developing attainable department goals. Decision-making individual comfortable as a facilitator of short and long term business planning. Promoting a dedicated work ethic and great judgement skills. Motivated leader known for leading talented teams that build lucrative customer relationships through process improvements. Ready for a new position that involves strategizing future goals for an established company.

Overview

17
17
years of professional experience

Work History

Fulfillment Consultant

Parcel Movers Australia
Reno, NV
02.2021 - Current
  • Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
  • Developed business plan to launch startup venture.
  • Managed day-to-day operations of a large staff in multiple departments.
  • Negotiated contracts with vendors for resources needed for the startup.
  • Managed daily operations of the company including staff recruitment and training.
  • Established relationships with key stakeholders such as customers, partners, investors.
  • Participated in networking events to build relationships with potential partners or customers.
  • Hired and trained new department managers to increase team oversight and productivity.
  • Conferred with staff, board members and officials to coordinate activities, resolve problems and discuss issues.
  • Ensured accuracy of orders prior to shipping by verifying the quantity, product type, and address information.
  • Coordinated with warehouse staff to ensure timely shipment of products.
  • Maintained records of inventory levels, stock movements, and customer orders.
  • Developed strategies for efficient order fulfillment processes and procedures.
  • Conducted regular training sessions for new hires on order fulfillment systems and procedures.
  • Resolved customer complaints regarding delivery issues or discrepancies in orders promptly and professionally.
  • Worked with vendors to negotiate better pricing for materials used in packaging items for shipment.

Director of Operations

Rapid Fulfillment
Pacoima, CA
06.2014 - 09.2020
  • Managed and maintained multiple departments, customer relations, shipping and receiving, returns, pickers, packers, and our product on-demand program.
  • Managed day-to-day operations of a staff of 65 employee's within multiple departments.
  • Managed daily production volume of over 15K parcels a day,ensuring efficacy and accuracy.
  • Manage and coordinate all distribution functions, including shipping and receiving, inventory management, staffing and facilities management/oversight
  • Played a key role in cross-functional collaboration with the VP to ensure seamless coordination between departments and achieve operational excellence.
  • Led all aspects of new client onboarding and contract verification processes in coordination with the VP. Ensured seamless integration of clients by meticulously reviewing and verifying contracts for accuracy and compliance. Collaborated closely with cross-functional teams to facilitate smooth transitions and maintain high standards of service delivery.
  • Managed Amazon FBA, Bulk and wholesale shipments for clients.
  • Communicated with clients via email, phone, online presentations, screen-share and in-person meetings.
  • Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
  • Developed relationships with all fulfillment clients and provided individualized customer service to maintain longevity of accounts.
  • Met with clients on regular basis to discuss market trends, account adjustments and performance details.
  • Streamlined operational efficiencies by developing and implementing customer service protocols and standards.
  • Coordinate in-bound and out-bound logistics, negotiate best possible freight and shipping rates; manage freight forwarders, custom brokers, etc.
  • Assist as needed all efforts to maintain accurate inventory, physically and virtually
  • Work with cross-functional teams to investigate service failures and ensure all service level agreements are met or exceeded
  • ·Assist in recruiting, retaining, training, motivating and developing associates
  • Improved productivity by overseeing and supporting the product on demand management team.
  • Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
  • Trained, managed and motivated employees to promote professional skill development.
  • Participated in networking events to establish and cement community ties, B2B relationships and industry connections.
  • Planned and optimized warehouse work processes to improve fulfillment system efficiency.
  • Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives.
  • Assigned work to employees based on project requirements and individual team member strengths.
  • Cross-trained in every role to maximize operational knowledge.
  • Motivated and supported field workers completing work to increase work quality and efficiency.
  • Improved training to reduce knowledge gaps and eliminate performance inefficiencies.
  • Reduced process lags by effectively managing 65 employees for productivity, efficiency and improvement.
  • Recruited, hired, and trained new employees, including monitoring and review of individual performance.
  • Directed the operations and logistics of a multi-million dollar business.

Customer Service Call Center Manager

Markethealth
Burbank, CA
02.2009 - 06.2014
  • Motivated and promoted team employees from within for key leadership roles.
  • Developed quality assurance standards and established targets for all staff.
  • Kept associate equipment organized and maintained in order to optimize team efficiency.
  • Set and managed performance benchmarks for call center employees.
  • Created process improvements, including new call center and commission-based pay plans.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Handled escalated customer service concerns.
  • Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
  • Modeled high-quality customer service to team of 45 employees.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Automated document flow by maintaining coaching and developing sessions, time-off requests and payroll data into database.
  • Addressed internal and customer-related issues each day and affected strategic resolutions.
  • Managed 25 employees, including scheduling for frontline, tier I and tier II agents and product specialists to ensure optimal productivity.
  • Delivered constructive call process feedback.
  • Established strong and successful policies for employee actions and customer interactions.
  • Coordinated work of team leads employees by offering clear direction and motivational leadership.
  • Developed a Chargeback department and a quality assurance department.

Customer Service Supervisor

Jerome Russell
Canoga Park, CA
05.2007 - 02.2009
  • Addressed customer inquiries to increase customer satisfaction ratings.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Reviewed account and service histories to identify trends and issues.
  • Supported company and clients, including addressing inquiries, resolving issues and managing customer relations.
  • Documented conversations with customers to track requests, problems and solutions.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Tracked timely receipt of invoices, monitored and identified late invoices and contacted vendors to obtain tardy invoices.
  • Loaded billing data into systems through data import, scanning or manual keying, to verify complete and accurate client invoices from vendors.
  • Assisted customers with invoice questions, special invoicing, reporting, corrections and write-offs and resolved customer issues discovered during invoicing and collection process.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.

Education

Associate of Arts - Business Administration

Santa Monica College
Santa Monica, CA
03.2005

High School Diploma -

Sylmar Charter High School
Sylmar, CA
06.1999

Skills

  • Customer retention
  • Operations oversight
  • Leadership training
  • Supervision and training
  • Employee development
  • Purchasing and planning
  • Cross-functional team management
  • Training coordination
  • Project planning and coordination
  • CRM and office management software
  • Systems implementation
  • Contract review and recommendations
  • Client relationships
  • Customer relationship management
  • Project management abilities
  • Recruiting and hiring
  • Policy/program development
  • Proficient in limelight & Konective Ecommerce CRM
  • Account management
  • Cross-functional collaboration
  • Call Center Operations
  • System implementation
  • Conflict mediation
  • Employee coaching
  • Inbound and Outbound Calling
  • Process Improvements
  • Production Planning
  • Supply Chain Management

Timeline

Fulfillment Consultant

Parcel Movers Australia
02.2021 - Current

Director of Operations

Rapid Fulfillment
06.2014 - 09.2020

Customer Service Call Center Manager

Markethealth
02.2009 - 06.2014

Customer Service Supervisor

Jerome Russell
05.2007 - 02.2009

Associate of Arts - Business Administration

Santa Monica College

High School Diploma -

Sylmar Charter High School

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Iveth Nunez