Meticulous professional seeks a career where strong interpersonal and organizational skills will add value. Dynamic and critical thinker with strong leadership skills. Motivated and dedicated with a proven ability to successfully manage multiple projects in a time sensitive environment.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Compliance Documentation Expert
Kuehne + Nagel
Detroit
09.2021 - Current
Applied working knowledge of International Trade Compliance in reviews of internal processes, procedures and policies governing import and export rules and regulations.
Managed import and export of hazardous materials in compliance with applicable laws and regulations.
Investigated discrepancies in shipping documents and resolved issues with vendors.
Prepared shipping documentation, maintaining compliance with US Customs and international regulations.
Developed a track and trace plan that encouraged proactivity to improve overall productivity to working files 72+ hours prior to deadline
Utilized logistics software to manage, monitor and track shipments from origin to destination.
Mentored two operators to improve their performance by 10% to meet standards and reduce missed filings to zero
Utilized AES to create ITN's for shipments exporting the country
Service Operations Representative
Kuehne + Nagel
Detroit, MI
04.2021 - 09.2022
Maintained up-to-date knowledge of product and service changes.
Responded proactively and positively to rapid change.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Trained new personnel regarding company operations, policies and services.
Introduced productivity plan that reduced active task backlog by 85% within 60 days of implementation
Cross-trained and provided backup support for organizational leadership.
Coordinated with internal teams to enable timely ordering, shipping and receipt of goods.
Coordinated import and export of goods for over 200 clients, providing accuracy and timely delivery.
Followed SOPs with all customer account actions and data management to keep consistent service levels.
Chat Department Team Lead
Dynamic BDC 3221 E Big Beaver
Troy, MI
04.2017 - 04.2021
Coaching a team of 30+ chat agents to ensure quality and productivity metrics are met
Operating as mediator between agents and management to ensure effective communication
Assisting customers and generating sales leads via multiple online chat platforms
Maintaining productivity standards based on customers assisted per hour
Schedule service and sales appointments
Adapting to rapidly changing processes to best address business needs
Minimized resource and time losses by addressing employee or production issues directly and implementing timely solutions.
Managed schedules, accepted time off requests, and found coverage for short shifts.
Promoter Relations Agent
ViSalus Sciences
Troy, MI
03.2016 - 04.2017
Answered inbound calls to assist callers with account inquiries
Developed personal relationships with promoters and customers in order to inspire brand loyalty and improve retention
Built trust through collaboration with other departments to maintain consistent quality of service
Habitually complied with productivity and quality expectations
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Answered constant flow of customer calls with minimal wait times.
Updated account information to maintain customer records.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Skills
Policy Knowledge
Building Trust and Relationships
Customer Needs Assessments
Order and Request Filing
Shipping Documents Preparation
Mental Health First AID
New Hire Training
Excellent Phone and Video Presence
Maintaining Quality Assurance Standards
Efficient Data Entry
Certification
Mental Health First Aid, National Council for Mental Wellbeing - 2022-2025
CPR/AED, American Red Cross - 2022-2024
Certified Customs Specialist, NCBFAA - in progress
<ul><li>Assist in preparing Subs Annual Budgets and reviewing Subs financial reports.</li><li>Provide support and training to partners to ensure adequate support for the program component.</li><li>Conduct partner technical supportive supervision on request basis from Grants & Compliance teams.</li><li>Coordinate grantee proposal review process and ensure compliance with solicitations and donor regulations.</li><li>Coordinate pre-award evaluations and assessments of potential grantees as needed.</li><li>Analyze, verify and review grantees proposal budgets to ensure donor compliance and reasonableness.</li><li>Coordinate the assessment of grantee risk and implement appropriate systems and agreements to minimize risk.</li><li>Ensure timely and appropriate close-out of sub-grants and coordinate the close-out of EGPAF prime grants.</li><li>Provide support and training to partners finance staff to build financial and accounting capacity to ensure adequate support for the program component.</li><li>Monitor partners’ spending patterns as part of the overall project budget to actual analytics.</li><li>Follow up on Grantee monthly invoices & supporting documents</li><li>Serve as an expert on applicable policies, procedures, rules, and regulations and assist staff with their interpretation and understanding of these.</li><li>Stays abreast of donor policies, procedures, rules and regulations and host country legal requirements and informs local and regional management of significant changes.</li><li>Perform internal departmental/grants reviews ensuring compliance with Foundation and donor requirements. Identify potential areas of compliance vulnerability and risk; assists with the development of corrective action plans for the resolution of problematic issues; and provides general guidance on how to avoid or deal with similar issues in the future</li><li>Conduct on-site financial compliance reviews which include: cash counts; review of accounts receivables including employee receivables; documentation of segregation of duties and internal control structure; document storage and retention</li><li>Document findings, propose improvements or change as relevant, disseminate findings and ensure follow up implementation of recommendations as well as resolution</li><li>Conduct random surprise checks and vendor verification reviews to ensure proper procurement procedures are being practiced and report on findings</li><li>Develops an effective Compliance & Ethics training program, including appropriate introductory training for new employees as well as ongoing training for all employees and managers</li><li>Assists with improving the awareness and understanding of compliance to assist employees with the establishment of a “culture of compliance”</li></ul> at Elizabeth Glaser Pediatric Aids Foundation<ul><li>Assist in preparing Subs Annual Budgets and reviewing Subs financial reports.</li><li>Provide support and training to partners to ensure adequate support for the program component.</li><li>Conduct partner technical supportive supervision on request basis from Grants & Compliance teams.</li><li>Coordinate grantee proposal review process and ensure compliance with solicitations and donor regulations.</li><li>Coordinate pre-award evaluations and assessments of potential grantees as needed.</li><li>Analyze, verify and review grantees proposal budgets to ensure donor compliance and reasonableness.</li><li>Coordinate the assessment of grantee risk and implement appropriate systems and agreements to minimize risk.</li><li>Ensure timely and appropriate close-out of sub-grants and coordinate the close-out of EGPAF prime grants.</li><li>Provide support and training to partners finance staff to build financial and accounting capacity to ensure adequate support for the program component.</li><li>Monitor partners’ spending patterns as part of the overall project budget to actual analytics.</li><li>Follow up on Grantee monthly invoices & supporting documents</li><li>Serve as an expert on applicable policies, procedures, rules, and regulations and assist staff with their interpretation and understanding of these.</li><li>Stays abreast of donor policies, procedures, rules and regulations and host country legal requirements and informs local and regional management of significant changes.</li><li>Perform internal departmental/grants reviews ensuring compliance with Foundation and donor requirements. Identify potential areas of compliance vulnerability and risk; assists with the development of corrective action plans for the resolution of problematic issues; and provides general guidance on how to avoid or deal with similar issues in the future</li><li>Conduct on-site financial compliance reviews which include: cash counts; review of accounts receivables including employee receivables; documentation of segregation of duties and internal control structure; document storage and retention</li><li>Document findings, propose improvements or change as relevant, disseminate findings and ensure follow up implementation of recommendations as well as resolution</li><li>Conduct random surprise checks and vendor verification reviews to ensure proper procurement procedures are being practiced and report on findings</li><li>Develops an effective Compliance & Ethics training program, including appropriate introductory training for new employees as well as ongoing training for all employees and managers</li><li>Assists with improving the awareness and understanding of compliance to assist employees with the establishment of a “culture of compliance”</li></ul> at Elizabeth Glaser Pediatric Aids Foundation