Lucia Henry
Clinton,IN
Summary
Dynamic leader and problem-solver with a proven track record at Saddle Creek Logistics, enhancing customer loyalty and streamlining operations. Excelled in critical thinking and customer service, achieving significant improvements in efficiency and client satisfaction. Skilled in data entry and active listening, adept at fostering team collaboration and driving business growth through strategic decision-making and effective communication.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative-Logistics
Saddle Creek Logistics
12.2021 - 05.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Accurately entered data from incoming shipments and outbound shipments.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Communicated effectively with team members who do not understand new processes.
- Trained new associates in current processes pertaining to outbound and inbound shipments.
- Appointed by management to attend Lean Six Sigma meetings.
- Lead discussions during Lean Six Sigma meetings to address effective processes vs. ineffective processes.
- Assisted with upgrading written processes as business SLA changes.
Reciever
Nilfisk
04.2021 - 09.2021
- Managed inventory levels effectively through accurate data entry and record-keeping practices.
- Compared shipping orders and invoices against contents received to verify accuracy.
- Reduced errors in received shipments by conducting thorough inspections and ensuring accurate documentation.
- Trained new employees on receiving procedures, improving overall team performance.
- Placed, tagged, and secured merchandise in diverse designated areas.
- Expedited returns of damaged or incorrect items to suppliers, ensuring timely resolution of issues.
- Improved communication with suppliers, resulting in better coordination of incoming shipments.
- Streamlined the unloading process, reducing time spent on manual labor tasks.
- Coordinated with other departments for seamless integration of received goods into various operations.
- Assisted in resolving discrepancies between purchase orders and delivered goods promptly, minimizing negative impacts on business operations.
- Adhered to tracking, documentation, and control standards in order to reduce loss and maintain compliance.
- Double checked records, daily reports, and inventory transactions to identify and correct variances.
- Provided support during peak seasons or special projects by performing additional duties as needed including assisting in picking, packing or shipping processes.
- Maintained compliance with applicable regulations and company policies by staying up-to-date with industry best practices and participating in ongoing training opportunities.
- Implemented safety protocols to reduce workplace accidents during unloading and storage processes.
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Verified transactions, product orders, and shipping dates and entered information into databases and reports.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Reviewed order data to verify transactions and shipping dates.
- Processed invoices and order forms for goods received and shipped for proof of transactions.
- Inspected merchandise and sent damaged pieces for repair before shipment.
- Completed basic mathematical calculations to check weights and dimensions of shipments.
- Communicated with vendors and suppliers to verify timely delivery of goods.
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
- Analyzed data to prepare reports and identify process improvements.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
- Inspected incoming and outgoing shipments to identify discrepancies with records.
- Processed required paperwork to expedite handling of shipped and received goods.
- Sorted and delivered materials to different work areas and staff.
- Corresponded with carrier representatives to make arrangements and provide instructions for shipment and delivery of orders.
- Conducted research to address shipping errors and packaging mistakes.
- Requisitioned new supplies and maintained storage areas for smooth department operations.
- Maintained up-to-date price lists to accurately calculate shipping, shortage and demurrage costs.
- Factored shipping procedures, rates and routes in making determinations on best shipping methods for materials.
- Communicated with carrier representatives, arranging for special deliveries and shipment receipts.
- Drafted and managed work and shipping orders, bills of lading, and shipping route materials for accurate and compliant recordkeeping.
- Partnered with representatives from different carriers to arrange materials shipments.
Process Safety Management Coordinator
George's
04.2019 - 03.2021
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Maintained George's Chicken plant's OHSA and EPA safety documents pertaining to storing and using Highly Hazardous Chemicals as required by state and federal laws.
- OSHA 30 certified.
- Trained refrigeration team as processes changed.
- Developed comprehensive reports for senior management, enabling informed decision-making based on data-driven insights.
- Monitored performance metrics consistently and implemented corrective actions when needed, contributing to continuous improvement initiatives.
- Organized company-wide events that boosted employee morale and cultivated team spirit within the organization.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Warehouse Manager
NTT Docomo
03.2014 - 02.2019
- Conducted periodic audits of inventory levels to ensure accuracy, identifying discrepancies for swift resolution.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Maintained a safe work environment by enforcing strict adherence to OSHA guidelines and company policies.
- Evaluated incoming shipments for quality issues and processed unacceptable materials for return.
- Oversaw upkeep of equipment and physical condition of warehouse, identifying and ordering needed repairs, renovations, and replacements.
- Redesigned warehouse layout to accommodate new equipment, maximize space utilization, and optimize processes.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors.
- Built motivated warehouse team to consistently accomplish operations goals and exceed performance targets.
- Fostered a positive workplace culture that motivated employees to perform their best while maintaining high morale.
- Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
- Completed timely and accurate daily logs to keep internal reporting accurate and track materials movements.
- Streamlined operations for faster order processing by updating warehouse layout and organization.
- Coordinated with vendors to verify timely delivery of materials and supplies, avoiding delays.
- Increased warehouse efficiency by implementing new inventory management systems and procedures.
- Boosted customer satisfaction through timely order fulfillment and accurate inventory tracking.
- Managed relationships with external partners such as suppliers, ensuring timely deliveries while minimizing disruptions in supply chain operations.
- Collaborated closely with sales department to address any issues related to product availability or shipment delays.
- Reduced product damage with improved packaging methods and training staff on proper handling techniques.
- Communicated regularly with cross-functional teams to improve coordination between departments.
- Developed strong team of warehouse employees with comprehensive training programs and performance evaluations.
- Identified opportunities for cost savings in procurement, renegotiating supplier contracts or seeking alternative sources when necessary.
- Oversaw implementation of sustainable practices within warehouse operations, reducing energy consumption and waste production.
- Facilitated smooth expansion of warehouse space to accommodate business growth, overseeing construction projects and integration of new systems.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Tracked production and quality control systems to proactively identify deficiencies.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Reduced worker accidents by implementing improved safety standards and monitoring procedures.
Education
Associate of Arts - Liberal Arts
Northern Marianas College
Saipan, CNMI06.2005
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Staff Management
- Performance Evaluations
- Business Administration
- Negotiation
- Product Management
- Budget Control
- Business Development
- Key Performance Indicators
- Expectation setting
- Expense Tracking
- Contract Management
- Lead Generation
- Salesforce Management
- Teamwork and Collaboration
- Decision-Making
- Computer Skills
- Adaptability and Flexibility
- Positive Attitude
- Attention to Detail
- Multitasking
- Problem-Solving
- Excellent Communication
- Work Planning and Prioritization
- Hiring and Training
- Managing Operations and Efficiency
- Customer Relationship Management
- Task Delegation
- Employee Coaching and Mentoring
- Scheduling and Coordinating
- Professional and Courteous
- Relationship Building
- Negotiation and Conflict Resolution
- Documentation And Reporting
- Interpersonal Relations
- Schedule Management
- Problem-solving aptitude
- Project Planning
- Administration and Reporting
- Performance reviewing
- Analytical Thinking
- Technical Proficiency
- Cost Control
Certification
- Certified-OSHA 30
Lean Six Sigma-Yellow Belt
As a yellow belt lean associate for Saddle Creek Logistics, responsibilities include attending discussions relevant to cutting wasted time, money and manpower. As a green belt holder we provide support to our green belt leadership team to promote our core values, core values that are a vital part of what we do best with a "whatever it takes" attitude to "provide excellence in service".
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative-Logistics
Saddle Creek Logistics
12.2021 - 05.2024
Reciever
Nilfisk
04.2021 - 09.2021
Process Safety Management Coordinator
George's
04.2019 - 03.2021
Warehouse Manager
NTT Docomo
03.2014 - 02.2019
Associate of Arts - Liberal Arts
Northern Marianas College