NORMA BERNAL
Summary
Operations support professional bringing practical experience in operations assistance and process optimization. Proven track record in coordinating activities, managing schedules, and maintaining operational efficiency. Known for collaborative efforts and adaptability to changing priorities, ensuring team success and goal achievement.
Overview
9
9
years of professional experience
Work History
Operations Support
Maersk
03.2022 - Current
- New Hire Training
- Customer Care Support
- Ensure on-time deliveries by diligently tracking shipments and resolving issues promptly.
- Dispatching
- Provide outstanding customer service, addressing inquiries and resolving issues promptly.
- Support management rollout projects
- Quoting
Senior Customer Service Representative
Lineage Logistics
07.2019 - 01.2022
- Restored satisfaction and loyalty in customers with serious concerns by using expert communication skills and smoothly resolving various problems
- Communicated best practices to team members, continuously helping to optimize standard operating procedures for responses to different concerns.
- First responder to challenged calls.
- Handled escalated customer issues on behalf of 15 customer service team members.
- New account on boarding
- coordinating services for our freight team
- Improved team performance with effective training, mentoring, and performance improvement strategies.
- Strong communication with multiple departments
- Invoicing all inbounds /outbound, creating miscellaneous charges via Accelos. Processing monthly invoices for all accounts (renewals/rent/cam)
Barista
MCDONALD'S HEADQUARTERS
08.2018 - 07.2019
- Suggested food & pastry items to complement beverage orders.
- Maintained speed and accuracy when preparing beverage recipes and specialty drinks to minimize customer wait times.
- Received and processed customer payments
- Cleaned and sanitized work areas, and equipment on a daily basis
Hardware Associate
The Home Depot
06.2016 - 09.2018
- Greeted customers and asked questions to assess needs.
- Verified sales prices and processed cash or credit payments to complete sales
- Prepared merchandise for purchase or rental.
- Maintained customer satisfaction, quickly resolving issues and offering expert assistance.
- Kept store shelves, racks and bins presentable with frequent resets.
Education
Morton College
Cicero, ILSkills
- Customer Care Operations Support
- Attention to detail
- Multitasking Abilities
- Organization and time management
- Data entry
- Microsoft Word / Excel
- Escalation management
- Inventory adjustment/ discrepancy
- Invoicing
- Conflict management
- Coordinating Tasks
Timeline
Operations Support
Maersk
03.2022 - Current
Senior Customer Service Representative
Lineage Logistics
07.2019 - 01.2022
Barista
MCDONALD'S HEADQUARTERS
08.2018 - 07.2019
Hardware Associate
The Home Depot
06.2016 - 09.2018
Morton College
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