Kayanna Reese
Dousman ,WI
Summary
Motivated Order Management Representative processes and tracks customer orders in fast-paced environment with demonstrated commitment to customer service excellence. Multitasks, prioritizes and problem solves while creating and maintaining well-organized workflow. Strong knowledge and proficiency to navigate multiple systems. Good listening and communication abilities with superior work ethic. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Order Management Specialist
Batteries Plus Bulbs
09.2018 - 01.2021
- Order Processing including administering and maintaining product order process for stores, E- commerce, commercial business accounts, and vendor fulfillment
- Answer moderate to high-volume of incoming phone calls in call center environment
- Resolve daily order issues through frequent communication through phone and email with Stores
- Warehouse Operations, and Logistics Team
- Monitor and amend order status reports including data entry and cross-referencing for accuracy
- Provide internal customer service to franchise stores, corporate stores, and logistics team
- Resolve issues with incorrect addresses, returns, and freight claims
- Sent emails to communicate order status and informed customers of back-orders or shipping delays.
- Forecasted with vendors to allocate stock ahead of customer order to reduce lead times.
- Generated invoices and shipping labels to properly bill and ship customer orders.
- Communicated with customers to address order inquiries, changes and cancellations.
- Assisted customers by providing tracking information and resolving shipping or merchandise issues.
Child Care Teacher
Abundant Christian Child Care
07.2017 - 09.2018
- Develop, present, and evaluate appropriate lesson plans
- Supervise all classroom and daily routine activities
- Establish and maintain positive working relationships with parents and other staff members
- Establish nurturing relationship with children in addition to serving as positive role model
- Knowledge of all general and departmental - Specific safety rules
- Keep records of children's progress, routines and interest
- Instructed children in health and personal habits, such as eating, resting, and toileting.
- Documented behavior, development and learning of children to enable tracking history and maintain accurate records.
- Engaged with children on individual basis to build positive relationships and promote learning.
- Created safe and nurturing learning environment
Customer Support Representative
Generac Power Systems
10.2016 - 07.2017
- Connected with customers to address questions and resolve issues through phone and email.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Maintains “customer first” attitude at all times
- Work independently with high attention to detail
- Escalates calls as appropriate ensuring soft transition if inquiry is beyond scope of knowledge
Ecommerce Specialist
Boelter Brands
09.2015 - 10.2016
- Work with vendors to determine additions to or deletions of inventory
- Review and maintain inventory
- Completes SKU Sheets or other relevant documentation necessary for products to be added to online store
- Attends project meetings and works in conjunction with project managers to understand client requirements and timelines
- Maintained working knowledge of company products, services and promotions.
- Uploaded digital media to online storefront, auction sites or other shopping Web sites for advertising purposes.
- Tracked inventory and reviewed retail trends to make timely and proactive business decisions.
- Established and maintained e-commerce website to promote and sell products.
Marketing Intern
Boelter Brands
06.2015 - 09.2015
- File
- Enter contact information into contact management systems
- Created sales lead books and marketing material
- Shadowed meetings and observed marketing director to grow professional experience.
Assistant Manager
Cold Stone Creamery
05.2014 - 09.2015
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Crew
Member, Culvers
01.2013 - 05.2014
- Worked front counter, drive-thru and other areas.
- Worked well with teammates and accepted coaching from management team.
- Took orders, prepared meals, and collected payments.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Became familiar with products to answer questions and make suggestions.
- Operated cash register to ring up final bill and process various forms of payment.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Replenished serving stations with fresh food and cleaned up spills.
Education
High school Diploma -
Waukesha North High School
2014
Skills
- SAP
- CRM
- GP(Great Plains)
- Time Management
- Data Entry
- Order Entry
- Order Fulfillment
- Order Processing
- Call Center
- E-commerce
- Vendor Relationships
- Vendor Portals
- Supply Chain Knowledge
- Accurate Documenting
- Warehouse Procedures knowledge
- Managing Multiple Priorities
- Training Junior Team Members
- Warehouse Flow
- Tracking Packages
- ERP Systems
- Provided freight Quotes
- Training Junior Team Members
- Daily Logs
- Bill of Lading
- Complex Problem-Solving
- Fulfillment Management
- Warehouse Flow
- Tracking Packages
- Data Entry Skills
- ERP Systems
- Training Junior Team Members
- Daily Logs
- Bill of Lading
- Complex Problem-Solving
- Fulfillment Management
- Warehouse Flow
- Tracking Packages
- Data Entry Skills
- ERP Systems
Timeline
Order Management Specialist
Batteries Plus Bulbs
09.2018 - 01.2021
Child Care Teacher
Abundant Christian Child Care
07.2017 - 09.2018
Customer Support Representative
Generac Power Systems
10.2016 - 07.2017
Ecommerce Specialist
Boelter Brands
09.2015 - 10.2016
Marketing Intern
Boelter Brands
06.2015 - 09.2015
Assistant Manager
Cold Stone Creamery
05.2014 - 09.2015
Crew
Member, Culvers
01.2013 - 05.2014
High school Diploma -
Waukesha North High School
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