Nahrain Simonov

• Maintained tidy, organized and safe work area to comply with cleanliness standards.
• Regularly reviewed invoices and double-checked orders.
• Unloaded pallets and deliveries and organized products in warehouse.
• Reduced errors and discrepancies by meticulously verifying shipment contents against purchase orders and invoices.
• Handled day-to-day shipping and receiving overseeing more than 70 packages per day.

• Regularly communicated with customers regarding shipment updates and anticipated arrival times, fostering positive relationships built on trust and transparency.
• Consulted with customers about delivery and order preparation requests.
• Maintained detailed records of all shipments, utilizing advanced database software systems for accurate reporting purposes.
• Inspected merchandise for damage and accuracy against order documents.

.

• Implemented quality assurance measures to monitor dispatcher performance and identify areas for improvement.
• Created and implemented program frameworks, performance standards and quality assurance requirements.
• Collaborated with 10 quality assurance teammates.

• Effectively managed a high-volume of inbound and outbound customer calls.
• Addressed and resolved customer product complaints empathetically and professionally.
• Gathered and verified all required customer information for tracking purposes.
• Defused volatile customer situations calmly and courteously.
• Accurately documented, researched and resolved customer service issues.
• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
• Identified chronic customer issues by creating and maintaining customer complaint log.
• Referred unresolved customer grievances to designated departments for further investigation.
• Resolved service, pricing and technical problems for customers by asking clear and specific questions.
• Managed high call volume with tact and professionalism.
• Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
• Acted professionally and patiently when addressing negative customer feedback.
• Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
• Met or exceeded service and quality standards every review period.