Nina Craig
Lakeville,MN
Summary
Determined hardworking individual with a professional and well-mannered demeanor. Exceptional interpersonal organizational, and communication abilities. A customer-focused professional skilled at mediation and conflict resolution in challenging, dynamic environments with a diverse background in management and customer services. Additional experience in parcel delivery service operations and inventory management. Dedicated, well organized and detail-oriented. Experienced FC associate with background working in fast-paced shipping environments moving merchandise of diverse sizes and types. Keeps work areas neat with strong housekeeping skills; dedicated and focused on going above and beyond requirements to contribute to team success.
Overview
10
10
years of professional experience
Work History
Machine Operator
Treehouse Foods
02.2023 - 09.2023
- Operated machining equipment safely with team of operators.
- Operated multiple machines simultaneously to meet production requirements.
- Followed detailed instructions to operate machines with accuracy and produce quality products.
- Complied with company and OSHA safety rules and regulations.
- Set up and adjusted equipment and properly configured machines for daily operation.
- Replenished materials and supplies as needed to maintain production.
- Calibrated, tested, and adjusted machine settings or controls in preparation for production operations.
- Quickly shut down equipment in emergency situations following protocols.
- Kept detailed production records and identified hold-ups.
- Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems.
FC Associate
Amazon
10.2022 - 03.2023
- Followed procedures at all times for personal and team safety.
- Collaborated effectively with coworkers on initiatives focused on achieving measurable improvements in production quality and workflow.
- Operated pallet jacks, forklifts and other heavy equipment to transport merchandise throughout facility.
- Maintained compliance with company safety policies and called violations to attention of management.
- Selected and filled orders from stock to fulfill customer requirements.
- Operated forklifts and pallet jacks to safely transport and manage materials to and from warehouse.
- Loaded packages in delivery trucks to assist with physical delivery of products to customers.
- Transported packed items onto delivery vehicles, updating tracking database once loaded.
- Unloaded deliveries into warehouse and arranged contents in designated storage areas.
- Processed invoices and order forms for goods received and shipped for proof of transactions.
- Packaged goods in safe containers to prepare for shipping, adhering to packaging protocols.
- Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
- Updated database with changes in carrier status.
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
Overnight Stock Associate
Walmart
08.2021 - Current
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
- Scanned shelves and product cases to locate expired, outdated and spoiled items.
- Removed all boxes and related trash from sales floor and processed through compactors.
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Interacted with guests in friendly and knowledgeable way.
- Inspected floor displays, noted missing items and immediately replenished merchandise.
- Met goal of unboxing 35 boxes er hour and placing items
Advisor II
Nelnet
11.2020 - 09.2021
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Researched accounts and completed due diligence to resolve collection problems.
- Used skip tracing and other techniques to locate debtors.
- Processed payments and applied to customer balances.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Retained average 80% of clients accounts from going into collections monthly
Customer Service Representative II
AT&T
03.2020 - 08.2020
- Processed move orders to transfer customers service
- Resolved customer issues such as billing, payment, and technical inquiries
- Provided tailored solutions that met customer's programming needs.
- Answered over 50 calls per day
Call Center Manager
Alorica
12.2017 - 01.2020
- Established and oversaw performance targets for call center associates
- Determined quality assurance benchmarks and set standards for improvement
- Greeted and welcomed new members, establishing and updating memberships to CVS and Expedia programs
- Reduced workflow inconsistencies by recruiting and hiring capable staff members
- Coordinated site investigations, documented issues and escalated to executive teams as needed
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success
- Used customer feedback and good communication strategies to promote exceptional customer service and create positive environment for employees and clients
- Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth customer service/client operations
- Communicated best practices among on-site and external personnel to align efforts and goals
- Evaluated employee performance on weekly basis and conveyed constructive feedback to improve skills
- Supervised site investigations, reported issues and escalated those that required further assistance
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Developed quality employees within call center to take over leadership positions
- Managed over 50 calls per day
Call Center Customer Service Representative
Alorica
10.2016 - 12.2017
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Educated customers how to use company systems, complete forms and obtain desired services
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Resolved customer complaints and addressed emergency requests and needs
- Entered customer interaction details in Medhok and AS 400 to track requests, document problems and record solutions offered
- Answered over 8 calls per hour to meet fast-paced call center demands
- Educated customers on current promotions, upgrades or new offerings available under current plan
- Helped 8 customers every hour by approaching conversations with positive attitude and resolving their concerns
Shift Leader
SuperAmerica
09.2014 - 10.2016
- Adhered to all confidentiality requirements at all times
- Trained staff on operating procedures and company services
- Provided accurate, specific and timely performance feedback for CSRs
- Maintained up-to-date knowledge of product and service changes
- Greeted customers entering store to ascertain what each customer wanted or needed
- Politely assisted customers in person and via telephone
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on spot
- Organized store merchandise racks by size, style and color to promote visually appealing environment
- Operated POS system to itemize and complete average of 85% of customer purchases
- Participated in physical inventory counts everyday worked
Loader Operator
Cargill
01.2024 - Current
- Operated loaders in a variety of weather conditions and terrain types, demonstrating adaptability and resilience under challenging circumstances.
- Performed thorough pre-and post-operation equipment checks, ensuring optimal functionality and minimal downtime due to mechanical issues.
- Ensured site safety by conducting regular equipment inspections and maintenance tasks, reducing downtime incidents.
- Safely transported materials between designated locations, adhering to all safety protocols and guidelines set forth by management.
- Skillfully maneuvered heavy machinery in tight spaces, demonstrating exceptional spatial awareness and adaptability to various job site conditions.
Specialist
Apple
08.2024 - Current
- Provided personalized solutions for customers to ensure that their needs were met as well as ensuring that they have an exceptional customer experience
- Greeting and welcoming all customers to ensure an inclusive environment
Education
No Degree - Esthiology
Aveda Institute
Minneapolis, MN02.2022
GED -
Ivy Tech Community College of Indiana
Indianapolis, IN06.2012
N/A - Psychology
Ivy Tech Community College
East Chicago, IN06.2012
Skills
- Esthetics
- Relationship building and management
- Staff Management
- Detail-oriented
- Excellent communication skills
- Empathetic
- Organization
- Customer-oriented
- Shipping and Receiving
- Packing and Scanning
- Certified Forklift Driver
- Handheld Scanners
- Barcode Labeling
- Order Picking Skills
REFERENCES
Lawrence Purnell ~ Corporate manager ~ known 10 years ~
PROFESSIONAL REFERENCES
NAME - Scarlet Lund
TITLE - Team Manager
YEARS KNOWN - 3
CONTACT INFO - 612-479-0211
NAME - Wanika Robinson
TITLE - Team Manager
YEARS KNOWN - 3
CONTACT INFO - 612-400-4293
PERSONAL REFERENCE
NAME - Mechell Snider
TITLE - Licensed Esthetician
YEARS KNOWN - 32
CONTACT INFO - mechellesnider@yahoo.com 6122757116
Timeline
Specialist
Apple
08.2024 - Current
Loader Operator
Cargill
01.2024 - Current
Machine Operator
Treehouse Foods
02.2023 - 09.2023
FC Associate
Amazon
10.2022 - 03.2023
Overnight Stock Associate
Walmart
08.2021 - Current
Advisor II
Nelnet
11.2020 - 09.2021
Customer Service Representative II
AT&T
03.2020 - 08.2020
Call Center Manager
Alorica
12.2017 - 01.2020
Call Center Customer Service Representative
Alorica
10.2016 - 12.2017
Shift Leader
SuperAmerica
09.2014 - 10.2016
N/A - Psychology
Ivy Tech Community College
No Degree - Esthiology
Aveda Institute
GED -
Ivy Tech Community College of Indiana