LAILAH SMITH
Edgewood,MD
Summary
As a collaborative leader with years of experience driving strategic growth, cost savings and work culture improvements, I hold a wealth of knowledge and experience in the supply chain field. Forward-thinking project management specialist confident in leading team members, managing schedules and coordinating resources. Keeps projects on-track with decisive supervision and quick problem-solving. Persuasive in communicating and negotiating with internal team members, vendors and other stakeholders. Computer-savvy and willing to learn to handle diverse office needs. I excel under pressure and flex easily with changing demands. My history of developing and maintaining strong teams has resulted in improved performance and strengthened financials, achieved through a focus on safety, quality, engagement, process management and unity. My expertise lies in effectively managing logistics systems and utilizing data to drive informed decisions.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Prometric
White Marsh, MD
05.2023 - Current
- Assist candidates (via phone calls, emails, and scanned applications) with certification/testing process from registration to test delivery.
- Answer calls within management standards, consistently deliver quality call handling and meet established metric goals.
- Assist customers with product selection, ordering, billing, returns, exchanges and technical support.
- Perform administrative tasks such as filing paperwork, updating databases and generating reports.
- Remain calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalate problematic customer concerns, maintaining friendly demeanor.
- Consult with customers to resolve service and billing issues.
- Escalate customer concerns, issues and requirements for immediate rectification.
- Maintain knowledge of current payment policies and security practices.
- Make outbound calls to obtain account information.
- Improve customer service wait times to mitigate complaints.
Admin Receiving Supervisor
Wayfair
Aberdeen, MD
04.2021 - 04.2023
- Efficiently lead a team of 15+ associates, supporting and delegating appropriate tasks in accordance with the daily operation
- Provide virtual collaboration, coaching and feedback to maximize productivity
- Collaborated inter-department to monitor order fulfillment, communicated with suppliers to maintain adequate stock and analyzed data and metrics to identify areas of improvement
- Implements budgets and cost saving measures by trouble shooting operational issues
- Generates daily, monthly and quarterly reports regarding progress and gaps to senior leadership.
- Analyzed data to identify trends in supply chain performance, suggesting improvements as needed.
- Collaborated with other teams on special projects involving product delivery or storage arrangements.
- Coordinated with vendors to resolve discrepancies between purchase orders and invoices.
Operations Lead
Kuehne & Nagel
Aberdeen, MD
08.2018 - 03.2021
- Assisted with overseeing daily operations including inventory management and shipping/receiving
- Maintained staff schedules and training that followed OSHA regulations
- Maintained accurate records of equipment, orders and inventory levels.
- Developing and implementing effective strategies to optimize operational performance.
- Creating reports on operational activities, performance metrics and customer feedback.
- Managing budgets and ensuring costs remain within allocated amounts.
- Overseeing the implementation of new systems or technologies that increase efficiency.
- Collaborating with other departments such as IT, HR, Sales and Marketing to ensure smooth cross-functional operations.
- Designing processes that maximize safety while minimizing cost.
- Studied financial reports and data and improved profitability.
- Investigated and completed reports for work-related injuries, submitting paperwork to appropriate insurance carriers.
- Monitored marketing and advertising campaigns to verify maximum efficiency and cost savings to budget.
- Created formulas of successful strategies to enhance financial welfare of organization for maximum profit.
Transportation Specialist
XPO Logistics
Aberdeen, MD
05.2016 - 07.2018
- Conducted daily analyses of transportation routes, schedules and delivery times to ensure timely and efficient delivery of goods
- Developed and implemented transportation strategies that identified cost-saving opportunities
- Monitored and tracked shipments using TMS and proactively resolved related issues including delays, damage and billing discrepancies across the network utilizing VPN tools and platforms.
- Assessed customer needs and provided customized solutions for freight transport requirements.
- Ensured compliance with local, state, federal regulations regarding hazardous materials handling.
- Supervised loading and unloading activities to maximize efficiency and accuracy of shipments.
- Negotiated contracts with carriers to secure the most cost-effective rates while maintaining quality service standards.
- Evaluated carrier performance against established metrics such as on-time delivery percentage, claims rate.
- Communicated regularly with customers regarding changes in routes or estimated delivery times.
- Reviewed freight bills for accuracy prior to payment processing in order to identify any discrepancies.
- Processed paperwork required by various government agencies including customs clearance documents.
- Paid close attention to route conditions and weather safety and rerouted vehicles to direct safe and efficient trips.
Education
BA in Business Administration -
University of Baltimore
01.2020
Skills
- MICROSOFT OFFICE/SUITE
- MICROSOFT POWERPOINT
- DIGITAL COMMUNICATION
- FINANCIAL ANALYST
- DATA ANALYSIS
- WMS - AS400, SAP, C3
- PRODUCT PROMOTION
- PRIORITIZATION
- MICROSOFT EXCEL
- PROJECT MANAGEMENT
- MULTI-TASK MANAGEMENT
- TIME MANAGEMENT
- KAIZEN/5S STRUCTURE
- REMOTE INFRASTRUCTURE
- COMPLAINT RESOLUTION
- PROCESSING
- INFORMATION SECURITY
Personal Information
Title: LOGISTICS SPECIALIST
Timeline
Customer Service Representative
Prometric
05.2023 - Current
Admin Receiving Supervisor
Wayfair
04.2021 - 04.2023
Operations Lead
Kuehne & Nagel
08.2018 - 03.2021
Transportation Specialist
XPO Logistics
05.2016 - 07.2018
BA in Business Administration -
University of Baltimore