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
21325 Hamburg Ave
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
9800 217th St W
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
Savage, MN
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
Bloomington, MN
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