Summary
Overview
Work History
Education
Skills
Timeline
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Laurel Martin

Racine,WI

Summary

Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

Overview

15
15
years of professional experience

Work History

Regional Operations Coordinator

Winter Services Inc
03.2023 - Current
  • Managed national accounts and internal operational standards and productivity targets within snow/ice removal markets
  • Assisted subcontractors with questions and problems to build brand loyalty and trusting business relationships
  • Improved subcontractor satisfaction scores through applying problem-solving skills
  • Collected subcontractor feedback and made business adjustments to improve retention and satisfaction
  • Prospected and negotiated pricing with partners to meet company margins.
  • Daily use of Microsoft Office, Trustlayer, and SalesForce
  • Reduced operational costs with monitoring sub's use of resources, mileage to site.

Customer Support Specialist / Shipping Support

Quick Cable Corp
01.2021 - 02.2023
  • Maintained and managed customer files and databases
  • Provided primary customer support to internal and external customers
  • Resolved concerns with products or services to help with retention and drive sales
  • Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections
  • Multitasked to handle diverse customer needs in high-volume call room setting, prioritizing tasks to keep up with challenging deadlines
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Updated account information to maintain customer records
  • Tracked customer service cases and updated service software with customer information.
  • Helped shipping with scheduling LTL, including all documents
  • Implemented SOPs in shipping department to facilitate better FIFO process

Guest Service Leader

Kwik Trip
04.2017 - 12.2020
  • Led team members in specific areas by delegating tasks, answering questions and resolving conflicts
  • Supervised and trained staff on cash handling, check processing and POS transaction policies
  • Communicated with managers to discuss employee performance, report violations and assist with policy enforcement
  • Coached team members on service techniques to boost revenue and exceed customer expectations
  • Monitored daily business operations to drive peak team performance
  • Resolved guest complaints and discrepancies in prompt and courteous manner
  • Tracked attendance, recorded absences and addressed continual issues to maintain efficiency with fully staffed business.

Traffic Administrator

Unico Inc
09.2009 - 03.2016
  • Operated forklifts, lift trucks, and hand trucks to move items around warehouse
  • Conducted counts and audits of inventories to identify and resolve discrepancies in records
  • Prospected and booked freight carriers for land, air and sea international shipments
  • Handled all international customs documents including BOLs, invoices, Airwaybills, COIs, Proforma Invoices, and required insurance
  • Maintained positive relationships with representatives of UPS, FedEX, USPS, and DHL shipping companies
  • Organized storage areas to optimize materials movements and minimize labor hours
  • Pulled, verified, and packaged items for shipment
  • Reviewed established business practices and improved processes to reduce expenses
  • Reduced worker accidents by implementing improved safety standards and monitoring procedures
  • Trained new staff on job duties, company policies, and safety procedures for rapid onboarding
  • Organized records of vehicles, schedules and completed orders for customers and freight carriers
  • Worked with customs on border clearance
  • Conducted research to address shipping errors and packaging mistakes
  • Reviewed and negotiated contracts with carriers to optimize shipping costs
  • Collaborated with manufacturing and supply chain management.

Education

Bachelor of Arts - Music Performance / English Lit

U.W. Parkside
Kenosha, WI
05.2005

High School Diploma -

Walden III
Racine, WI
06.2001

Skills

  • Operational Efficiency
  • Quality Assurance
  • Performance Monitoring
  • Customer Relations
  • Compliance Management
  • Logistics Coordination
  • Team Training
  • Logistics Expertise
  • Project Planning
  • Scheduling Coordination
  • Salesforce / Trustlayer / Microsoft Office
  • Customer Relationship Management

Timeline

Regional Operations Coordinator

Winter Services Inc
03.2023 - Current

Customer Support Specialist / Shipping Support

Quick Cable Corp
01.2021 - 02.2023

Guest Service Leader

Kwik Trip
04.2017 - 12.2020

Traffic Administrator

Unico Inc
09.2009 - 03.2016

Bachelor of Arts - Music Performance / English Lit

U.W. Parkside

High School Diploma -

Walden III

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Laurel Martin