Laury Gomez
Perth Amboy,NJ
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Assistant Area Manager
Bentley Labs
07.2019 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Mentored team members to enhance professional development and accountability in workplace.
- Developed strategy to increase sales and drive profits.
- Created employee schedules to align coverage with forecasted demands.
- Reviewed sales and gross profit report to assess company efficiency.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- 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.
Production Line Supervisor
Bentley Labs
01.2019 - 06.2019
- Coordinated with other departments to maintain smooth and efficient product flow.
- Accomplished targets and met demand by assessing equipment performance, reviewing materials supplies, and organizing manpower.
- Resolved issues quickly to maintain productivity goals.
- Managed internal operational standards and productivity targets.
- Prepared in advance for and addressed production problems, material deficits, equipment failures, and unavoidable delays.
Quality Assurance Analyst
Ecco Outsourcing Group
03.2017 - 10.2018
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Organized and maintained work environment to allow for maximum productivity.
- Fixed identified issues to improve workflows.
- Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
Chat and Email Customer Service
Ecco Outsourcing Group
01.2015 - 03.2017
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Handled inbound customer chat conversations from various websites.
- Assisted customers with order placement, product returns and order tracking.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Assisted team leader with coaching and mentoring of new employees.
- Trained new team members on live chat procedures and customer service protocols.
Education
High School Diploma -
Politecnico Mexico
Santiago, Dominican Republic06.2013
Skills
- Cost Control
- Product Branding
- Large Caseloads
- Customer Relations
- Staff Training
- Hiring and Training
- Schedule Oversight
- Computer Literacy
- Bilingual in English and Spanish
- Proper Use in Excel and Microsoft
- 50 WPM
- Decision Making
- Teamwork
- Leadership
Timeline
Assistant Area Manager
Bentley Labs
07.2019 - Current
Production Line Supervisor
Bentley Labs
01.2019 - 06.2019
Quality Assurance Analyst
Ecco Outsourcing Group
03.2017 - 10.2018
Chat and Email Customer Service
Ecco Outsourcing Group
01.2015 - 03.2017
High School Diploma -
Politecnico Mexico
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