Summary
Overview
Work History
Education
Skills
Timeline
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Justine Aviles

Harrison,NJ

Summary

Dynamic leader in business services and operations, excelling in performance management and demand planning. Recognized for developing effective strategies that enhanced customer satisfaction and operational efficiency. Skilled in SAP and training development, leading a remote team to achieve high standards in service delivery.

Overview

16
16
years of professional experience

Work History

Customer Service Supervisor

Roehm America LLC (formerly Evonik Cyro)
02.2020 - Current
  • Formulate and implement customer service strategies aligned with company goals, incorporating KPIs to assess overall success and performance.
  • Collaborate closely with Sales, Marketing, Supply Chain & Logistics to ensure a seamless customer experience across all touchpoints
  • Performs root cause analysis in collaboration with Quality team regarding all quality control complaints.
  • Supervise daily customer service operations for team of 10 members and deliver ongoing support ensuring team members fulfill job responsibilities
  • Lead, develop, and support team members in a 75% remote environment while assessing individual and team performance.
  • Develop and sustain Standard Operating Procedures in conjunction with business-specific work instructions
  • Facilitate management of products on sales control by optimizing allocation and order handling according to forecast and product availability across various shipping locations.



Sales Operations Manager

Leica Camera Inc
02.2023 - 03.2025
  • Championed continuous improvement by conducting regular reviews of internal processes to drive efficiency gains.
  • Motivated team members by offering constructive feedback during regular one-on-one sessions that foster personal growth.
  • Evaluate and implement new customer service tools/technology to improve efficiency and self-service options.
  • Administer and coordinate release process for product allocations and items managed under sales control
  • Coordinate with warehouse management to identify and resolve bottlenecks in order processing


Team Lead

Roehm America LLC (formerly Evonik Cyro)
10.2018 - 02.2020
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Completed "Foundations of Management & Supervisor" Certification

Customer Service Coordinator

Roehm America LLC (formerly Evonik Cyro)
03.2014 - 10.2018
  • Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
  • Helped large volume of B2B customers every day with positive attitude and focus on customer satisfaction.
  • Collaborate with the Business Segment Manager and marketing to identify growth opportunities within territory
  • Received award for No Recordable Errors in 2017

Sales Operations Analyst

Alvogen Inc
05.2012 - 05.2013
  • Developed organization systems for sales reports and financial records and strengthened operational traceability and operational efficiencies.
  • Collaborated with sales executives to determine sales areas that could be improved.
  • Analyzed daily sales reports to discern sales trends and support supply chain processes
  • Generated and preserved written SOPs addressing different elements of customer service and sales operations.

Customer Service Specialist

Elizabethtown Gas
10.2009 - 05.2012
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.


Education

MBA -

William Paterson University of New Jersey
Wayne, NJ
01-2020

Skills

  • Multitasking and organization
  • Performance management
  • Demand Planning
  • Analytical thinking
  • Training development
  • Operations management
  • Documentation and recordkeeping
  • Customer service management
  • SAP, Microsoft Office Suite (Excel, Word, PowerPoint, SharePoint), Power BI, CRM, Zendesk

Timeline

Sales Operations Manager

Leica Camera Inc
02.2023 - 03.2025

Customer Service Supervisor

Roehm America LLC (formerly Evonik Cyro)
02.2020 - Current

Team Lead

Roehm America LLC (formerly Evonik Cyro)
10.2018 - 02.2020

Customer Service Coordinator

Roehm America LLC (formerly Evonik Cyro)
03.2014 - 10.2018

Sales Operations Analyst

Alvogen Inc
05.2012 - 05.2013

Customer Service Specialist

Elizabethtown Gas
10.2009 - 05.2012

MBA -

William Paterson University of New Jersey

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Justine Aviles