Kelly Foulks
Upland,CA
Summary
Dedicated and knowledgeable customer service professional experienced in the e-commerce industry. A solid team player with an outgoing and positive demeanor, excels at establishing rapport with clients. Motivated by maintaining customer satisfaction and contributing to company success. Specializes in quality, speed, and process optimization to ensure efficient operations. Articulate, energetic, and results-oriented approach with a passion for developing relationships, cultivating partnerships, and driving business growth.
Overview
20
20
years of professional experience
Work History
E-Commerce Specialist
Willing to Disclose Through Interview Process
03.2023 - Current
- Corresponded with online customers to address questions or complaints about products, policies, or shipping methods.
- Responded to customer issues and resolved complaints by leveraging expert knowledge.
- Analyzed customer feedback to identify areas of improvement in online shopping experience.
- Managed customer service inquiries and complaints for customer satisfaction.
- Tracked inventory and reviewed retail trends to make timely and proactive business decisions.
- Processed daily orders through multi-carrier manifest system.
- Trained new associates on basic and advanced shipment procedures.
- Pulled orders quickly to maintain demanding productivity goals.
- Printed labels, packaged boxes, and loaded into outbound containers.
- Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
- Monitored packaging supply inventory and proactively requisitioned materials to avoid shortages.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and team productivity by promoting operational best practices.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded proactively and positively to rapid change.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Maximized performance by monitoring daily activities and mentoring team members.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Managed content on their TikTok account for widest audience reach.
- Grew their TikTok account by thousands of followers.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
Social Media Manager
Labor Union Local- Willing to Disclose Later
10.2018 - Current
- Creates and schedules social media posts several times a week or daily across Instagram and Facebook
- Creates videos, content and interactive posts across Instagram and Facebook
- Actively responds and answers followers questions, concerns and comments
- Monitors and responds to any mentions or social media group concerns regarding the labor union
- Increased followers, views and shares across Instagram and Facebook
- Optimized posts by testing out content at different times
- Maintains a Social Media budget
- Successfully hosted large events from Social Media posts such as, blood drives, charity functions, a Hero walk.
Lead Emergency Dispatcher
State of California
11.2008 - 12.2015
- Received, logged and prioritized incoming emergency and non-emergency calls for service
- Provided assistance, information, and/or instructions to callers; directed and transferred calls to other state or local agencies as required
- Dispatched and maintained communication with police, fire, and/or emergency medical personnel; monitored the location and status of field personnel
- Responded to inquiries from emergency response personnel; provided directions to incident scenes; logged the arrival time of responder and/or aid apparatus
- Coordinated response activities with outside agencies and/or businesses
- Researched and provided information to law enforcement personnel regarding persons, vehicles, criminal histories, warrants, protection orders, and/or stolen property.
- Provided on-the-job training and coaching to develop new dispatchers.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Administrative Assistant
Dunn and Associates
03.2006 - 10.2009
- Greeted all clients and visitors, ensuring that we received an outstanding experience with our company
- Performed routine clerical tasks such as mailing, copying, faxing, filing, and scanning
- Maintained two associates calendars and appointment booking
- Screened over 50 phone calls daily, taking messages and routing calls when necessary
- Maintained customer accounts, invoices, and payments
- Maintained office supply room and was in charge of office supply orders
- Typed documents such as correspondence, drafts, memos, and emails.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Assisted coworkers and staff members with special tasks on daily basis.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Lead Bank Teller
Bank of America
06.2004 - 03.2007
- Managed and operated a cash drawer daily and efficiently
- That was audited nightly
- Performed all functions of a teller line
- Deposits, withdrawals, transfers, safe deposit boxes, wire transfers
- Performed routine audits on teller drawers, bank vault, merchant teller to verify all compliance standards were being met
- Coordinated the shipping, ordering, and receiving of the branches cash supply to sufficiently meet customers needs
- Ordered and validated cash deliveries
- Recorded teller difference reports and delivered appropriate action plans.
- Investigated and promptly resolved issues with patron accounts.
- Mentored newly hired team members on appropriate responses to patron questions.
Education
High School Diploma -
Redondo Union High School
Redondo Beach, CA06.2004
Skills
- Administrative experience (10 years)
- Order fulfillment
- Returns management
- International shipping
- Budget planning
- Customer support
- Shipping coordination
- Performance reporting
- Task prioritization
- Shipping management
- Shopify experience
- Shipstation experience
- Etsy experience
Additional Information
Thank you for taking the time to review my resume. I am a dedicated and hard-working individual who always strives to accomplish tasks efficiently and with a positive attitude. My energy and enthusiasm have consistently served me well in my professional endeavors. I believe in approaching challenges with a smile and aiming to make a positive impact on those around me. Your consideration of my application means a lot to me, and I am grateful for the opportunity to showcase my skills and experience. Thank you once again for your time and consideration.
Timeline
E-Commerce Specialist
Willing to Disclose Through Interview Process
03.2023 - Current
Social Media Manager
Labor Union Local- Willing to Disclose Later
10.2018 - Current
Lead Emergency Dispatcher
State of California
11.2008 - 12.2015
Administrative Assistant
Dunn and Associates
03.2006 - 10.2009
Lead Bank Teller
Bank of America
06.2004 - 03.2007
High School Diploma -
Redondo Union High School
Similar Profiles
Oliver TruongOliver Truong
Director of Facilities for Planning and Management at I Am Happy To Disclose My Employer In An InterviewDirector of Facilities for Planning and Management at I Am Happy To Disclose My Employer In An Interview
Hella WillisHella Willis
Electrical Engineer at Prefer to Disclose After February 14, 2025Electrical Engineer at Prefer to Disclose After February 14, 2025
Naina SharmaNaina Sharma
Program Advisor at Interview KickstartProgram Advisor at Interview Kickstart