Monica Pomfrey
Erlanger,KY
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences. Seasoned Customer Associate with 13+ years of experience dedicated to providing highest quality service and making customers feel welcome. Timely and situationally aware employee dedicated to supporting productive work environments. Experienced Customer Service Associate with proven track record driving high customer satisfaction and creating positive customer experiences. Proficient in using various customer service software programs and offers strong knowledge of customer service best practices. Highly organized, reliable and attentive to customer needs. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Serviced position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Warehouse Coordinator
The Nature Company/Smith And Hawkins
- Enhanced warehouse efficiency by implementing effective inventory management strategies and streamlining processes.
- Optimized space utilization for increased storage capacity with thoughtful warehouse layout planning.
- Reduced order processing time by coordinating efficient picking, packing, and shipping procedures.
- Ensured accurate inventory records through diligent cycle counts and regular audits.
- Maintained a safe working environment by enforcing strict adherence to safety regulations and conducting regular inspections.
- Collaborated with cross-functional teams to improve overall supply chain operations, resulting in cost reduction and increased customer satisfaction.
- Trained new team members in warehouse procedures, fostering a culture of continuous improvement and skill development.
- Managed the receipt, storage, and dispatch of goods to ensure timely delivery to customers.
- Coordinated seamless communication between different departments for smooth order fulfillment across all stages of the supply chain process.
- Addressed potential bottlenecks proactively by identifying inefficiencies early on and implementing corrective measures promptly.
- Maintained high standards of cleanliness throughout the warehouse facility by adhering to housekeeping best practices consistently.
- Facilitated interdepartmental collaboration efforts that led to streamlined workflows resulting in reduced lead times from order placement to shipment.
- Verified accuracy of shipping and receiving documents and maintained records.
- Helped keep inventory accurate by overseeing daily cycle counts.
- Coordinated receiving process and managed dock to efficiently unload trucks.
- Monitored staging and kitting procedures to identify and improve packaging and shipping times.
- Backfilled coordinator work across shifts to maintain adequate coverage for operational needs.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
- Used forklifts and pallet jacks to relocate products.
Picker/Packer
Amazon
- Enhanced order accuracy by meticulously picking items according to packing lists and verifying product information.
- Reduced packing time for orders by efficiently organizing and assembling packages in line with company standards.
- Ensured timely shipment of products by prioritizing urgent orders and coordinating with warehouse team members.
- Increased customer satisfaction by carefully inspecting items for damages or defects before packaging and shipping.
- Assisted in reducing stock discrepancies through regular cycle counts, meticulous record-keeping, and prompt reporting of variances.
- Supported inventory control efforts by accurately labeling packages, updating bin locations, and tracking item movements within the warehouse.
- Facilitated seamless order fulfillment with proper preparation of shipping documents, including invoices, packing slips, and waybills.
- Minimized product returns due to incorrect shipments by double-checking packed items against order specifications prior to dispatching parcels.
- Elevated workplace productivity through active participation in team meetings, sharing best practices for efficient picking and packing processes.
- Expedited warehouse operations during peak periods by staying flexible with work hours and assisting colleagues in completing high-priority tasks.
- Located needed merchandise in inventory using RF software and placed on skids for transport to shelves.
- Pre-assembled containers to be easily selected by packing associates.
Customer Service Associate
Cengage Learning
2013.04 - 2024.01
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Streamlined communication with clients for improved service experiences and increased loyalty.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Assisted in the development of new customer service protocols to improve overall performance metrics.
- Provided personalized support for each client, tailoring solutions based on individual circumstances and preferences.
- Participated in cross-functional teams to address complex customer concerns, resulting in prompt resolution of issues.
- Conducted follow-up calls to ensure complete satisfaction after issue resolution or product purchase completion.
- Assisted colleagues with challenging situations, providing guidance based on expertise and experience in the industry.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Maximized efficiency within the workplace by implementing new organizational methods for handling daily tasks.
- Proactively sought opportunities for personal growth within the role through continuous learning initiatives.
- Cultivated lasting client relationships through consistent reliability and dedication towards achieving mutually beneficial results.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Managed timely and effective replacement of damaged or missing products.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
High School Diploma -
LLoyd Memorial
Erlanger, KY06.1983
Skills
- Pallet Jack Operation
- Warehouse Safety
- Inventory Management
- Loading and Unloading
- Shipping and Receiving
- Unpacking Merchandise
- Forklift Operation
- Customer Service
- Stock Control
- Material Handling
- Team Leadership
- Order Processing
- Barcode Scanning
- Decision Making
- Attention to Detail
- Adaptability
- Quality Control
- Computer Literacy
- Problem Solving
- Workplace Cleanliness
- Packaging and Labeling
- Order Picking
- Cycle Counting
- Inventory Tracking
- Staff Training
- Decision-Making
- Order Picking and Processing
- Word Processing
- Production Coordination
- Computer Skills
- Mentoring and Training
- Forklift Operations
- Quality Assurance
- Material Handling and Moving
- Transportation Coordination
- Staff Supervision
- Customer Relations
- Basic Mathematics
- Email and Phone Communication
- Clear Communication
Accomplishments
Knowledge of Office 365 applications.
Knowledge of Salesforce.
Good written and verbal communication
Knowledge of applications such as Microsoft Teams, Slack and Zoom.
Inbound/Outbound calls
Timeline
Customer Service Associate
Cengage Learning
2013.04 - 2024.01
Warehouse Coordinator
The Nature Company/Smith And Hawkins
Picker/Packer
Amazon
High School Diploma -
LLoyd Memorial
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