MARINA KATKOVA
Staten Island,NY
Summary
Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge with successful team. Dedicated Administrative professional with solid background in high-volume office environments focused on delivering exceptional clerical and operational support for e-commerce professionals. Personable and communicative with friendly demeanor and sound judgment to handle diverse daily tasks with minimal oversight. Well-versed in managing office supplies, paperwork and project needs.
Overview
12
12
years of professional experience
Work History
Order Processing Specialist
JoyJolt
02.2023 - Current
- Proficient in order entry and processing systems such as SPS commerce, Go Flow, QuickBooks, Extensiv & More
- Processing large volumes of orders accurately and promptly, as well as processing all sales orders and invoices ensuring that orders are filled completely and in a timely manner
- Maintaining customer satisfaction by addressing inquiries and resolving requests & processing replacements.
- Collaborating with internal departments such as sales, inventory, and shipping to ensure timely delivery of orders
- Generating and analyzing reports to track order status, identify trends and make recommendations to increase efficiency
- Providing excellent customer service by responding to emails, phone calls, and chats in a professional and timely manner
- Communicating order updates and potential delays to customers and stakeholders, ensuring tracking number were provided & ensuring to resolve any shipping or merchandise issues.
- Examined orders to confirm accuracy, completeness and adherence to customer requirements.
E-Commerce Customer Service Manager
Lighting World
01.2014 - 01.2023
- Worked with vendors and supply distributors to negotiate bulk discounts
- Sold and shipped average of 200 items per week
- Built successful online business from ground up, collecting capital, setting up online presence and managing customer interactions
- Resolved customer concerns and answered questions quickly to maximize satisfaction
- Inventory Management
- Shipment coordination
- Pricing adjustment
- Product Pick
- Relationship Development
- Bills of Lading
- Supervision
- Team Management
- MS Office
- Organization
- Administrative support
- Entry Management
- Customer Service
- Quickbooks, Zendesk, Sellercloud, Channel Advisor
- Amazon Seller Central, eBay, Houzz, Walmart
- SPS Commerce, Go Flow, Extensiv, Logic Broker, Retail Link
- Processed customers orders, return requests, resolved any and all concerns
- Earned reputation for good attendance and hard work
- Attended departmental meetings, providing feedback to enhance future performance
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
- Provided excellent service and attention to customers when face-to-face or through phone conversations
- Recognized by management for providing exceptional customer service
- Improved customer satisfaction by finding creative solutions to problems
- Reviewed customer requests, resolved questions and defined specifications before completing orders
- Guided employees through routine and complex administrative situations with decisive but motivational approach
- Trained 10 employees on best practices and protocol while managing teams to ensure optimal productivity.
Administrative Assistant
Brighton Transportation & Logistics
04.2012 - 02.2014
- Directed customer communication to appropriate department personnel, in addition to providing information to resolve inquiries and bolster customer satisfaction
- Contacted customers via phone and email to confirm deliveries and follow up with inquiries
- Assisted with administrative tasks, including filing, answering phones and Payroll
- Prepared payroll documentation by entering data into cumulative payroll document
- Processed confidential tax form information with care and precision
- Proofread documents, editing materials to correct grammar and spelling mistakes.
Education
High School Diploma -
Fort Hamilton High School
Brooklyn, NY08.2008
Skills
- MS Office
- Organization
- Administrative support
- Entry Management
- Customer Service
- Quickbooks
- Zendesk
- Sellercloud
- Channel Advisor
- Amazon Seller Central
- EBay
- Houzz
- Walmart
- SPS Commerce
- Go Flow
- Extensiv
- Logic Broker
- Retail Link
Languages
Russian
Native or Bilingual
Timeline
Order Processing Specialist
JoyJolt
02.2023 - Current
E-Commerce Customer Service Manager
Lighting World
01.2014 - 01.2023
Administrative Assistant
Brighton Transportation & Logistics
04.2012 - 02.2014
High School Diploma -
Fort Hamilton High School
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