JESSICA GARCIA
Customer Service
Las Vegas,NV
Summary
Extensive experience in high volume distribution environment. Extensive experience in leadership roles within a distribution and customer-oriented environment. Self-motivated; able to implement decisions and set effective priorities to achieve both immediate and long-term goals. Vast experience in developing creative solutions through logical analysis. Thrive in a fast-paced, high-pressure environment. Strong interpersonal communication skills and flexibility in dealing with diverse professional personalities whether clients or team members. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Proactive and hardworking individual focused on continuous operational improvement.
Overview
17
17
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE MANAGER
GREENBOX POS
San Diego, CA
11.2021 - 06.2022
- Supervise day-to-day operations in the customer service department
- Respond to customer service issues in a timely manner
- Create effective customer service procedures, policies, and standards
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
- Maintain accurate records and document all customer service activities and discussions
- Assess service statistics and prepare detailed reports on your findings
- Hire and train new customer service agents
- Manage the approved budget of the customer service department
- Stay informed on the latest industry techniques and methods
- Create weekly and monthly reports and surveys
SENIOR WAVE PLANNER - DISTRIBUTION
CALERES
Chino, CA
04.2019 - 11.2021
- Maintain an open communication with management and provide information on issues
- Maintain communication with customer service, requesting extensions on POs when needed
- Identifying customer’s accounts
- Plan POs according to shipping windows
- Releasing waves in sequence to manage workflow
- Keeping a steady workflow for the team
- Recognize wave shortages and knowing when to collaborate with Inventory team for solution
- Updating operations VAS handbooks
- Manage and maintain the RF scanner inventory
- Administrative assistant backup
- Resolve customer disputes and address shipping delays
- Handle escalated calls
SENIOR WAVE PLANNER - DISTRIBUTION
RANDSTAD, CONVERSE / HURLEY
Ontario, CA
07.2018 - 04.2019
- Daily production planning for distribution
- Manage efficiency of operations by reviewing and planning orders for Ops team
- Perform capacity planning and DC order releases
- Identifying customer’s accounts
- Releasing waves in sequence to manage workflow
- Recognize wave shortages and knowing when to collaborate with Inventory team for solution
- Dynamic routing for JC Penney
- Running slotting report for quick response customers
- Running End of Day report
SR. PRODUCTION MANAGER
SPECTRUM BRANDS, PFISTER/NATIONAL
Mira Loma, CA
12.2005 - 12.2017
- Daily production planning for distribution and logistics across multiple brands for the end-to-end supply chain for Spectrum Brands Mira Loma DC consisting of 200 employees and more than $95M in sales
- Provided cross functional team training
- Traveled across multiple states to conduct specialized training for the company
- Created and Developed Operational Process and Procedures adopted by the company
- Manage efficiency of operations by reviewing and planning orders for Ops team
- Compile regular production schedules
- Analyze routing to ensure accuracy at all times
- Track production process
- Update inventory for order being released to DC
- Plan/schedule PO's on Manhattan TMS
- Allocated orders using WMS
- Perform capacity planning and DC order releases
- Prepare detailed updates for report generation
- Assist management with special projects as requested
- Process account status notifications and PO’s
- Monitor aged orders and order backlog for DC
- Respond to all customer service inquires via email, providing customer support
- Running End of Day report
- Responsible for “rush order” and “special projects”
- Assisted the Director of Products and Services and acted as a liaison between senior management and staff
Education
Business Administration And Management
Chaffey College
Rancho Cucamonga, CAHigh School Diploma -
Henry J. Kaiser High School
Fontana, CA06.2003
Skills
- Excellent communication skills
- Proven intuitive nature
- Computer skills (Red Prairie, MFGPRO, WMS Software, Windows, MS Office, MS Excel, IRIS CRM, Mondaycom, Power Point, MS Access)
- 10 key / 45WPM
- Wave Planning
- Exceptional Telephone Etiquette
- Effective Workflow Management
- Supply Chain Management
- Staff Training
- Time Management
- Customer Service
- Process Improvement
Certification
LOGISTICS – CUSTOMER SUPPORT STRATEGIES - TEAM DEVELOPMENT – OPERATIONAL EFFICIENCY– PRODUCTION PLANNING
Timeline
CUSTOMER SERVICE MANAGER
GREENBOX POS
11.2021 - 06.2022
SENIOR WAVE PLANNER - DISTRIBUTION
CALERES
04.2019 - 11.2021
SENIOR WAVE PLANNER - DISTRIBUTION
RANDSTAD, CONVERSE / HURLEY
07.2018 - 04.2019
SR. PRODUCTION MANAGER
SPECTRUM BRANDS, PFISTER/NATIONAL
12.2005 - 12.2017
Business Administration And Management
Chaffey College
High School Diploma -
Henry J. Kaiser High School
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