Jasmin Moreno
Charlotte,NC
Summary
Proven leader and bilingual communicator, adept at enhancing customer satisfaction and streamlining warehouse operations for Saddle Creek Logistics Services. Excelled in roles requiring excellent problem-solving skills and a strong work ethic, achieving significant improvements in order fulfillment accuracy and customer retention. Skilled in basic computer applications and customer support, my approach has consistently fostered a culture of excellence and efficiency.
Overview
6
6
years of professional experience
Work History
Warehouse Team Leader
Saddle Creek Logistics Services
09.2023 - 05.2024
- Supervised warehouse operations by managing employees during shifts.
- Maximized storage capacity by designing strategic warehouse layouts that facilitated optimal use of available space.
- Adhered to industry best practices for warehousing, material handling, and documentation.
- Performed inventories and stocked new equipment and [Product].
- Collaborated with management to implement new initiatives and policies and achieve benchmarks for production, quality, and safety.
- Increased accuracy in order fulfillment by closely monitoring team performance and addressing issues promptly.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Optimized inventory control by conducting regular audits and implementing accurate tracking systems.
- Monitored performance and safety practices of [Number]-person warehouse staff.
Bilingual Customer Service Representative
Kelly Services
10.2022 - 12.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Delivered prompt service to prioritize customer needs.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
Tilt Tray Inductor
DMSI Staffing Ross Stores Distribution Center
11.2019 - 04.2020
- Collaborated with team members to meet daily production goals and deadlines.
- Maintained a clean and organized workspace for optimal productivity and safety.
- Prioritized tasks according to importance, focusing on completing high-priority orders first while maintaining overall efficiency.
- Assisted in training new employees, ensuring they were proficient in tray packing procedures and best practices.
- Reduced product damage during shipment by implementing proper packaging methods.
- Worked closely with other departments within the company to ensure seamless coordination of efforts leading towards successful order completion.
- Demonstrated excellent problem-solving skills when faced with challenges related to complex packaging requirements.
- Assisted in maintaining accurate records of inventory levels and completed orders for effective tracking purposes.
- Streamlined workflow by organizing inventory and stocking necessary supplies near the workstation.
- Adapted quickly to changing priorities or requirements based on order fulfillment needs.
Machine Inductor
Darnel Inc.
04.2018 - 01.2020
- May assist with on the job training and mentoring of packaging technicians.
- Responsible for assisting in training new operators alongside the PMO.
- Work in partnership with supporting areas, such as quality to resolve issues that prevent the operations from achieving its goals.
- Works as a team member with other members of the AHP operations team to meet and/or exceed quality and production goals.
- Keep work areas clean.
- Performs related duties as assigned. Weekly safety observations
- Responsible for repackaging material into finished products (cardboard boxes packages or VENTED FOAM HINGED LIDS) that are within packaging specifications and meet all quality standards.
- Sealed, packed, labeled and affixed postage on packages to prepare materials for shipping, utilizing postage meters, and sealing tools.
- Expedited order processing time through effective organization and prioritization of tasks.
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
Education
High School Diploma -
Hopewell High School
Huntersville, NC07.2020
Skills
- Ability to calculate basic math functions (adding subtracting, multiplying, division, percent, etc) accurately and quickly is necessary
- Good visual ability to detect quality defects
- Dependable and reliable
- Basic computer knowledge
- Able to comprehend basic work instructions
- Strong work ethic
- Bilingual Spanish/English
- Fast Learner
- Focus on maintaining excellent quality
- Solid working knowledge of the following equipment
- Mechanical ability to the extent of analyzing basic irregularities in the proper functioning of equipment is necessary
- Ability to work in accordance with quality, safety, and sanitation standards, policies and guidelines
- Ability to gather, record and report on operational and quality metrics, through manual or automated systems
- Good hand-eye coordination
- knowledge to Microsoft office Google Chrome
- Call center experience
- Customer Support
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Warehouse Team Leader
Saddle Creek Logistics Services
09.2023 - 05.2024
Bilingual Customer Service Representative
Kelly Services
10.2022 - 12.2022
Tilt Tray Inductor
DMSI Staffing Ross Stores Distribution Center
11.2019 - 04.2020
Machine Inductor
Darnel Inc.
04.2018 - 01.2020
High School Diploma -
Hopewell High School