Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
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Nicholas Downing

Brookshire,TX

Summary

Personable and dedicated Order Management Analyst with extensive experience in customer service management. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Customer Service Supervisor

Emerson
Stafford, TX
02.2024 - Current
  • Supervised customer service team members who support engineered-to-order product orders, review and enter sales orders, provide order status updates, and host customer calls regarding status.
  • Handle escalated customer issues and priority/hot orders.
  • Oversaw sales orders, complaint tracking, and issue resolution for 75% of Impact Partners and Global Sales offices.
  • Monitored the key performance indicators of a team, taking actions as necessary to ensure daily goals are met, and to ensure customer response times are at their optimal level.
  • Utilized Lean methodologies and processes to continually improve and exceed customer expectations. A key focus was updating, developing, and implementing standard work.
  • Partnered with sales managers, product managers, business development managers, engineering, production planners, buyers, manufacturing engineering, and finance to maximize profit, and provide quick technical solutions to customers.

Order Management Analyst

Emerson
Stafford, TX
12.2022 - 02.2024
  • Managed all orders from creation to shipment for 3 Impact Partners and their various customers and booking credit orders.
  • Created reports (such as the priority list) on the status of open orders, production timelines, shipping documents and other related documents.
  • Worked closely with production and shipping during peak periods to ensure that all orders are shipped out on time.
  • Collaborated with engineering, purchasing, and production to find solutions for orders that were past due or could potentially become past due due to missing parts.
  • Initiated and conducted ongoing conference calls with the customer to review order acknowledgements met their requirements, discussed past due orders, discussed orders that were due that month, and discussed orders that were scheduled out that they would like improvement on.
  • Provided excellent customer service when answering customer inquiries through the PMG portal, email, and phone in a timely manner.
  • Managed all aspects of customer order fulfillment including tracking orders, resolving discrepancies, ensuring timely deliveries and providing follow-up communication with customers.
  • Coordinated with various departments to ensure all parts and production processes were completed in a timely manner and in some cases expedited to meet the customers needs.
  • Reviewed customer orders to ensure accuracy of product specifications, pricing and delivery dates.

STORE MANAGER

STARBUCKS COFFEE COMPANY
Houston, TX
02.2019 - 12.2022
  • Leading a team of over 25 store partners to create and maintain the Starbucks Experience for our customers while generating an over 20% increase in monthly sales.
  • Most of the time is spent supervising and directing the workforce, making staffing decisions (i.e., hiring, training, evaluating, disciplining, discharging, staffing and scheduling).
  • Ensuring customer satisfaction and product quality with feedback from customer reviews from within the Starbucks mobile application.
  • Managing the store's financial performance through various internal P&L reports, quarterly business reviews, Monthly status report, and other key metrics.
  • Managing safety and security within the store by following various cash handling procedures, OSHA requirements, local and state Health guidelines for food service. Oversaw inventory management through cycle counts, audits and shrinkage control.
  • Setting goals for the work group, developing organizational capability, and modeling how we work together. Utilizes existing tools to identify and prioritize communications and regularly uses discretion to filter communications to the store team.
  • Constantly reviews store environment and key business indicators to identify problems, concerns, and opportunities for improvement to provide coaching and direction to the store team to achieve operational goals.

QUALITY EXPERIENCE SUPERVISOR

Cottonwood Financial
Houston, TX
12.2016 - 02.2019
  • Oversaw roughly 20-25 employees in a call center environment working for the parent company of the Cash Store. Directed different departments to ensure customers were receiving quality service about the products we offered.
  • Reviewed cases that employees needed to pass up due to past due or collection notices on accounts. Reviewed customer loan documents and their latest account activity to determine what accounts needed to be collected on/closed and or adding to a list of outreach notices to try to gain repeat business. Reviewed reports on employee call/email logs to ensure employees were on track to meet goals.
  • Audited employee phone calls/email correspondence to ensure quality service was given and all possible options were utilized to serve the customer.
  • Planned and instructed regular training seminars for all employees I oversaw to ensure we were up to date on all system updates, goals, and customer service practices.
  • Directly coached employees during live calls or email logs to help give them a better understanding of what kind of service we needed to provide.

Education

B.A. BUSINESS MANAGEMENT -

UNIVERSITY OF HOUSTON
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ASSOCIATES BUSINESS ADMINISTRATION -

LONE STAR COLLEGE SYSTEM

Skills

  • Outstanding communication and customer service skills
  • Power Automate
  • Excel VBA Macro skills
  • Project management
  • Root cause analysis
  • Recruiting and hiring
  • MS Office proficient
  • SAP proficient
  • Collaboration
  • Client Relationship Management
  • Financial administration
  • Employee development
  • Purchasing and planning
  • Operational budgeting
  • Retail inventory management
  • Forecasting/Strategizing
  • Coaching for Performance and Development
  • Prioritizing & Planning
  • Lean Methodology
  • Order Management

Accomplishments

Rising Star Award 2023

  • Awarded to an Employee who was hired on or after October 1, 2022 and has performed above and beyond thus far in their role.

Affiliations

Emerson Employee Engagement Committee member

  • Promote Pressure Managements mission and vision. Make recommendations to promote engagement and culture at Stafford. PLan and execute employee focused events and celebrations.

Former Starbucks Armed Forces Network Local Activator

  • Partnered with Veterans and military family to coordinate various fundraisers or activities to benefit those who have served our country. Examples include (flag ceremonies, wreath laying, adopt a unit, care packages, VFW partnerships).

Former Starbucks Disability Advocacy Network Member

  • Organized and participated in various Disability fundraisers and outreach programs. Examples include (Down Syndrome 4k walk, Texas adaptable aquatics, Starbucks awareness meetings).

Timeline

Customer Service Supervisor

Emerson
02.2024 - Current

Order Management Analyst

Emerson
12.2022 - 02.2024

STORE MANAGER

STARBUCKS COFFEE COMPANY
02.2019 - 12.2022

QUALITY EXPERIENCE SUPERVISOR

Cottonwood Financial
12.2016 - 02.2019

B.A. BUSINESS MANAGEMENT -

UNIVERSITY OF HOUSTON

ASSOCIATES BUSINESS ADMINISTRATION -

LONE STAR COLLEGE SYSTEM

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