Hi, I’m
Joyce Cain
Analyst
Philadelphia,PA
Summary
Offering 29 years of experience in the supply chain industry. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise. Proven track record in keeping supplies stocked, areas cleared and hazards eliminated. Willingness to take on added responsibilities to meet team goals.
Results-driven Representative known for productivity and efficiently completing tasks. Skilled in client communication, problem resolution, and process optimization. Excel in negotiation, strategy development, and customer relationship management. Leverage active listening, empathy, and persuasive speaking to achieve objectives and exceed goals.
Overview
29
years of professional experience
4036
years of post-secondary education
Work History
Comcast
Supply Chain Representative III and Comcast Business Care Optimization Experience
01.2015 - Current
Job overview
- Provides the vision for a collaborative environment and oversees shipping and delivery process, tool, and customer experience initiatives to drive best-in-class support operations
- Lead employees and responsible for customer-facing channel strategy (IVR, chat, virtual assistant), agent process/tool optimization, and manage 10,000 SKU's per day
- Working closely with the engineering department, customer service and technical field team to build a user-friendly roadmap for driving and improving customer experience across all customer-facing channels
- Roadmap features the use of Artificial Intelligence and Machine Learning to automate the experience and drive more personalization
- Execute vital policy plans as an essential liaison for several departments throughout the company
- Ensure all interdepartmental communications and transmission of changes in fielded materials, procedures, and safety regulations are organized
- Accountable for training employees on new software applications and leading teams in warehouse activities
- Plan activities involving the scheduling and release of request orders to various stores and vendors; thus, maintain documents (invoices, packing slips, etc.)
- Conduct operations analysis and develop playbook to support recycling program and truck driver’s schedules
Sam’s Club
Members Services
09.2019 - 04.2024
Job overview
- Managed approximately 30 customer inquiries and demonstrated excellent problem-solving skills to resolve concerns quickly.
- Assisted in training 6 new employees on company policies, procedures, and best practices to improve overall efficiency.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with returns, refunds and resolving transaction issues.
- Contributed to store success by maintaining high credit card sales in store.
- Collaborated with team members to achieve sales targets and maintained great customer relationship.
Home Depot
Remodeling Consultant and Customer Service/Sales
05.2018 - 11.2019
Job overview
- Provided assistance and friendly service by actively seeking out customers to assess their needs with urgency
- Ensured customers were familiar with the products and services by using the company mobile app tools
- Collected and presented information to customers for projects
- Resulted in receiving 26 credit cards sales within a period of six months
- Greeted, qualified, recommended and closed every customer in the department and handled basic tasks in adjacent departments
- Assured all safety policies and standards were adhered to by all customers, vendors, and associates
- Corrected hazards and reported unsafe conditions by immediately informing the Manager on Duty which prevented two incidents from happening
- Worked in cooperation with all department Supervisor, Managers, and other associates in the store as well as other locations
- Promoted as Lead Generator and Customer Order Specialist for the Home Improvement Program
- Monitored ongoing projects closely, addressing any concerns or issues promptly to maintain client satisfaction levels.
Comcast
Materials and Operations Support
07.1996 - 02.2015
Job overview
- Managed day-to-day technical support operations for enterprise products and services
- Supervised all aspects of supply chain operations to ensure financial and business objectives were met including infrastructure and staff management as well as liaison responsibilities between the store center, customers, field operations, and other business units
- Led 65+ employees in technical, implementation, and quality across centers in Willow Grove and Philadelphia
- Developed ongoing strategic roadmap and execution plan to build scalable processes, tools, and training to support rapid business growth
- Improvements resulted in 5% higher customer satisfaction scores
- Created and implemented a behaviorally based quality program for tech support and engineering employees to foster a better customer experience and drive more natural coaching conversations
- This resulted in a positive cultural shift for the organization and improved employee satisfaction scores
Education
Southern New Hampshire UniversityManchester, NH
Master of Science from Six Sigma Black Belt - Project Management
Strayer UniversityBensalem, PA
MBA from Business Administration And Management
University Overview
- Dean's List 2015
- Awarded Prefect Attendance
- Honoree of Magna Cum Laude
Skills
- Customer service
- Cross-selling strategies
- Safety compliance
- Documentation and reporting
- Performance metrics analysis
- Process improvements
- Records management
- Attention to detail
- Data analysis
- Forecasting techniques
Timeline
Members Services
Sam’s Club
09.2019 - 04.2024
Remodeling Consultant and Customer Service/Sales
Home Depot
05.2018 - 11.2019
Supply Chain Representative III and Comcast Business Care Optimization Experience
Comcast
01.2015 - Current
Materials and Operations Support
Comcast
07.1996 - 02.2015
Southern New Hampshire University
Master of Science from Six Sigma Black Belt - Project Management
01.2019
Strayer University
MBA from Business Administration And Management
01.2016
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